Floor Coordinator / Floor Manager

Job Summary

The Floor Coordinator / Floor Manager will be responsible for ensuring the smooth day-to-day operations of the hospital floor by coordinating patient flow, supervising support staff, maintaining service quality, and ensuring an excellent patient experience.

Responsibilities

• Oversee daily operations of the assigned hospital floor.
• Monitor patient movement from registration through consultation, investigations, procedures, optical, pharmacy, billing, and discharge.
• Ensure minimal patient waiting time and smooth workflow.
• Conduct regular floor inspections to maintain cleanliness and organization.
• Ensure compliance with hospital operational policies and SOPs.
• Deliver exceptional customer service throughout the patient's visit.
• Welcome and guide patients and their attendants.
• Resolve patient complaints promptly and professionally.
• Escalate unresolved issues to management.
• Ensure patients receive timely updates regarding appointments and procedures.
• Monitor patient satisfaction and implement service improvement initiatives.
• Supervise Patient Relationship Executives, Receptionists, Housekeeping staff, Porters, and other support personnel.
• Allocate daily duties and monitor staff performance.
• Conduct daily briefings before clinic operations.
• Ensure staff maintain professionalism, punctuality, and proper grooming.
• Support onboarding and training of new floor staff.
• Coordinate effectively with ophthalmologists, optometrists, nurses, counsellors, optical department, pharmacy, diagnostic units, billing department, housekeeping, and maintenance team.
• Ensure patients move seamlessly between departments without unnecessary delays.
• Monitor daily patient appointments.
• Track consultation turnaround times.
• Ensure consultation rooms are adequately prepared.
• Monitor the availability of consumables and equipment.
• Coordinate room readiness and patient scheduling.
• Prepare daily operational reports.
• Maintain patient escalation logs.
• Record incident reports.
• Monitor patient feedback and complaint registers.
• Submit weekly and monthly operational reports to management.
• Ensure compliance with hospital policies and accreditation standards.
• Monitor infection prevention and control practices.
• Ensure patient confidentiality is maintained.
• Conduct routine floor audits.
• Promote continuous quality improvement initiatives.
• Coordinate immediate response during medical or operational emergencies.
• Ensure emergency protocols are followed.
• Assist with patient evacuation when required.
• Escalate emergencies to the Hospital Manager promptly.

Requirements

• Bachelor's Degree in Hospital Administration, Healthcare Management, Business Administration, Hospitality Management, or a related field.
• Minimum of 3 years' experience in hospital operations, healthcare administration, hospitality, or customer service management.
• Experience in an ophthalmic or specialty hospital is an added advantage.

How to Apply

Interested and qualified candidates should send an updated CV to: skippereyeqhospitals@gmail.com using the Job Title as the subject of the email.