Floor Coordinator / Floor Manager

Job title: Floor Coordinator / Floor Manager

Locations: Abuja (FCT) and Lagos

Employment Type: Full-time

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. The role serves as the link between clinical and non-clinical departments to ensure efficient service delivery while maintaining Skipper Eye-Q Hospitals' standards of patient care and operational excellence.

Key Responsibilities

• Floor Operations Management: 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.

• Patient Experience & Customer Service: 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.

• Staff Coordination & Supervision: 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.

• Interdepartmental Coordination: Coordinate effectively with: Ophthalmologists Optometrists Nurses Counsellors Optical Department Pharmacy Diagnostic Units Billing Department Housekeeping Maintenance Team Ensure patients move seamlessly between departments without unnecessary delays.

• Operational Monitoring: 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.

• Documentation & Reporting: 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.

• Quality & Compliance: 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.

• Emergency Response: 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.

• Key Performance Indicators (KPIs)

• Patient satisfaction score

• Average patient waiting time

• Patient turnaround time

• Number of patient complaints resolved

• Staff attendance and punctuality

• Compliance with SOPs

• Daily clinic operational efficiency

• Cleanliness and safety audit scores

• Report submission accuracy and timeliness

• Reduction in patient service delays.

Requirements

• Educational Qualification: Bachelor's Degree in Hospital Administration, Healthcare Management, Business Administration, Hospitality Management, or a related field.

• Experience: 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.

• Required Skills

• Technical Skills: Hospital operations management Patient flow coordination Microsoft Office Suite (Excel, Word, PowerPoint) Hospital Management Information Systems (HMIS/EMR) Report writing and documentation.

• Soft Skills: Excellent communication skills Strong interpersonal skills Leadership and team management Customer service orientation Problem-solving ability Conflict resolution Time management Decision-making Multitasking under pressure Attention to detail

• Key Competencies

• Patient-centric mindset Professionalism and integrity Leadership Accountability Team collaboration Operational excellence Service quality focus Initiative and proactiveness Adaptability Emotional intelligence.

• Preferred Attributes

• Experience working in an eye hospital or multi-speciality healthcare facility. Ability to thrive in a fast-paced, patient-focused environment. Strong leadership qualities with the ability to motivate multidisciplinary teams. Commitment to delivering outstanding patient care and continuous service improvement.

Application Closing Date

30th September, 2026.