Floor Manager

Floor Manager – Job Description (Diagnostic Center)

Key Responsibilities

1.Manage and supervise the daily operations of the diagnostic center.

2.Provide excellent customer service and ensure a smooth patient experience.

3.Communicate professionally with patients and their attendants, providing accurate information and support.

4.Handle all incoming and outgoing calls efficiently and convert every inquiry into a confirmed patient appointment whenever possible.

5.Follow up on phone, WhatsApp, website, and social media inquiries to maximize patient conversion.

6.Coordinate effectively with reception, laboratory, radiology, doctors, and other departments.

7.Ensure smooth patient flow and minimize waiting time.

8.Resolve patient complaints promptly and maintain a high level of patient satisfaction.

9.Collect Google Reviews and patient feedback from every satisfied patient.

10.Manage and support the center's social media activities, including Facebook, Instagram, Google Business Profile, and WhatsApp Business.

11.Prepare and submit daily MIS and KPI reports to management.

12.Monitor staff attendance, discipline, grooming, and overall performance.

13.Ensure cleanliness, infection control, and compliance with quality standards.

14.Build and maintain a positive image of the organization through outstanding patient service.

15.Continuously improve patient experience and support business growth by increasing patient engagement and retention.

16.Key Performance Indicators (KPIs)

17.Patient Satisfaction Score

18.Call-to-Patient Conversion Rate

19.Appointment Booking Rate

20.Daily Patient Footfall

21.Daily Revenue/Billing

22.Google Review Collection

23.Patient Complaint Resolution Time

24.On-Time Report Delivery

25.Social Media Engagement

26.Staff Coordination & Operational Efficiency

27.Additional Key Responsibilities

28.Conduct regular visits to referring doctors, consultants, and healthcare professionals to strengthen professional relationships, promote the center's services, and support patient referrals.

30. Identify, approach, and onboard new specialist consultants and doctors to expand the center's medical services and enhance patient care.

31. Coordinate with consultants regarding OPD schedules, patient appointments, and promotional activities to ensure maximum patient engagement and service utilization.