Front Office & Operations Manager

The Front Office & Operations Manager is responsible for overseeing front office operations and overall day-to-day operational coordination of the medical centre, ensuring seamless patient experience, efficient service delivery, optimal resource utilization, and high operational standards across all non-clinical functions.

Key Responsibilities

• Lead and manage front office, reception, call centre, patient registration, and appointment operations.
• Oversee daily medical centre operations to ensure smooth workflow across all departments.
• Monitor patient flow and coordinate with clinical and support departments to minimize delays and service bottlenecks.
• Supervise housekeeping, patient transport/support services, front desk administration, and facility coordination.
• Ensure efficient scheduling, appointment optimization, and resource allocation.
• Coordinate with laboratory, radiology, pharmacy, nursing, billing, and insurance teams for seamless operational delivery.
• Handle operational escalations, patient complaints, and service recovery actions.
• Ensure compliance with Medinova operational SOPs, service standards, and regulatory requirements.
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• Monitor front office cash handling, billing coordination, and administrative controls.
• Oversee vendor/service coordination related to facility operations.
• Track operational KPIs including patient waiting time, turnaround time, patient satisfaction, and service efficiency.
• Lead manpower planning, roster management, attendance monitoring, and performance supervision for operational teams.
• Drive process improvement initiatives to enhance productivity and patient experience.
• Ensure operational readiness of systems, queue management, telephones, and patient-facing service areas.
• Support implementation of digital healthcare services, telehealth coordination, and operational automation initiatives.
• Prepare management reports on operational performance, incidents, service levels, and improvement plans.

Qualifications

• Bachelor’s / Masters Degree in Hospital Administration, Healthcare Management, Business Administration, or related field.

Experience

• 4–6 years of healthcare operations experience.
• Minimum 3 years in hospital/medical centre operations leadership.