Program Manager

Job Description: Program Manager - Hospital Operations

Position: Program Manager - Hospital Operations

Location: Mumbai

Department: Operations / Strategy / Transformation

Reporting To: Head of Operations / Business Head

Role Purpose

The Program Manager will be responsible for driving cross-functional hospital programs focused on operational excellence, process improvement, patient experience, revenue enhancement, cost optimization, quality, and timely execution of strategic initiatives.

The role will work closely with hospital leadership, clinical teams, finance, HR, quality, IT, procurement, and other support functions to ensure that key projects are delivered on time, within scope, and with measurable business impact.

Key Responsibilities

• Lead and manage strategic and operational programs across one or multiple hospital units.
• Develop detailed project plans, timelines, milestones, ownership matrices, and implementation roadmaps.
• Coordinate with clinical and non-clinical departments to ensure smooth execution of initiatives.
• Track key operational KPIs including patient flow, TAT, bed utilization, OT utilization, revenue, cost, productivity, patient satisfaction, and service quality.
• Identify operational gaps and lead process-improvement initiatives using structured problem-solving, RCA, CAPA, and workflow redesign.
• Drive standardization of SOPs and operating processes across hospital departments and locations.
• Establish governance mechanisms including weekly/monthly reviews, dashboards, MIS, escalation matrices, and action trackers.
• Monitor project risks, dependencies, budgets, resource requirements, and implementation challenges.
• Support hospital leadership in annual operating plans, business plans, budgeting, and performance reviews.
• Lead initiatives related to revenue growth, cost optimization, operational efficiency, and productivity improvement.
• Partner with finance and revenue-cycle teams to identify opportunities for improvement in billing, collections, payer processes, and revenue realization.
• Work with quality teams on NABH, patient safety, compliance, audit readiness, and continuous improvement programs.
• Support digital transformation projects involving HIS, EMR, dashboards, automation, and hospital technology platforms.
• Manage vendor and external partner coordination where required.
• Prepare management presentations, program updates, business cases, and performance reports for senior leadership.
• Ensure timely closure of action items and measurable realization of program benefits.

Key Performance Indicators

Success in the role will be measured through:

• Timely completion of strategic projects and milestones
• Improvement in operational KPIs and turnaround times
• Revenue enhancement and cost-saving outcomes
• Improvement in patient experience and service quality
• Compliance with agreed SOPs and quality standards
• Project governance and action-closure effectiveness
• Productivity and resource-utilization improvement
• Successful implementation and adoption of new processes or systems

Candidate Profile

Experience: 6-10 years, preferably in hospital operations, healthcare program management, strategy, transformation, or operational excellence.

Education: MBA / PGDM in Healthcare Management, Hospital Administration, Operations, or equivalent qualification preferred.

Required Skills

• Hospital operations and healthcare process knowledge
• Program and project management
• Multi-stakeholder coordination
• KPI, SLA and performance management
• Process improvement and operational excellence
• Revenue and cost management
• Strong analytical and problem-solving skills
• MIS, dashboards and management reporting
• Strong Excel and PowerPoint skills
• Stakeholder and senior-management communication
• Change management and implementation
• Ability to manage multiple projects simultaneously

Preferred Experience

Candidates with exposure to any of the following would be preferred:

• Multi-hospital or multi-site operations
• Hospital commissioning or expansion projects
• P&L / business operations
• Revenue-cycle improvement
• NABH / quality initiatives
• HIS / EMR implementation
• Patient-experience improvement
• Lean / Six Sigma / process transformation
• PMO or enterprise transformation programs

Ideal Candidate

The ideal candidate will be a strong execution-oriented healthcare professional who can convert management priorities into structured programs, coordinate multiple stakeholders, track measurable outcomes, and drive initiatives from planning through implementation and closure.