Center Head

Dr AGARWALS EYE HOSPITAL JOB DESCRIPTION CENTER HEAD Hospital Operations | Patient Experience | People | Revenue | Quality Center Head / Branch Manager Hospital / Clinical Operations Regional / Cluster Leadership Assigned Hospital / Centre Position Department Reporting To Location Full-time | Operations Leadership Role Type Role Purpose The Center Head is responsible for the overall operational, financial, patient experience, people and quality performance of the assigned hospital/centre. The role will ensure smooth day-to-day functioning, drive revenue and productivity, strengthen service excellence, maintain process adherence, and build a high-performing team while ensuring patient safety and satisfaction. Key Responsibilities Ensure smooth functioning of all healthcare and support operations of the assigned hospital/centre. Own day-to-day centre operations with focus on patient service, quality, people management, productivity and process adherence. Take ownership of centre revenue performance and drive achievement of business targets through effective planning and execution. Track branch/centre performance through daily, weekly and monthly dashboards, identify gaps and implement corrective actions. Ensure high levels of patient satisfaction and service quality across all patient touchpoints. Monitor credit billing status, including timely submission and closure of pending ALs and bills, and coordinate with relevant stakeholders for resolution. Review counsellor performance daily, including Advise vs. Converted / Counselled metrics, and identify opportunities for improvement. Conduct structured weekly and monthly performance reviews with Counsellors, Floor Managers and Patient Care Associates (PCA). Prepare and submit accurate daily, weekly and monthly operational/business reports to management, including performance summaries and explanations for key variances. Provide on-the-job coaching and training to Counsellors and Patient Care Associates to improve patient handling, counselling effectiveness, conversion and service quality. Conduct random counselling audits to assess quality, accuracy, process adherence and patient-centricity. Conduct random patient calls for post-operative patients, general patients and emergency cases to understand experience, resolve concerns and strengthen patient relationships. Work closely with doctors to align on targets, high-value cases, procedures, patient requirements and opportunities to improve clinical-business coordination. Coordinate effectively with surgeons and other clinical stakeholders to ensure smooth scheduling, communication, patient flow and procedural execution. Personally attend to patient complaints within the assigned zone/centre, ensure timely resolution and maintain a strong patient-first approach. Prepare monthly tour plans/field plans as required and submit them for approval; ensure planned activities are executed and documented. Maintain daily and monthly reports with concise summaries of centre/area performance, key achievements, gaps, actions and support required. Define, implement and continuously improve Standard Operating Procedures (SOPs) to deliver consistent service excellence and operational discipline. Dr Agarwals Eye Hospital | Center Head Job Description

Ensure compliance with organizational policies, statutory requirements, clinical/operational protocols, safety standards and audit requirements. Identify operational risks, escalate critical issues promptly and ensure timely closure of action items. Build a culture of accountability, teamwork, continuous learning and patient-first service across the centre. Key Performance Areas (KPIs) KPI Area Indicative Measures Achievement of revenue targets, procedure mix, productivity and growth Patient satisfaction, complaint resolution, service quality and feedback Advise-to-counselled and advise-to-converted performance Process adherence, patient flow, turnaround time and SOP compliance Credit billing ageing, pending AL/bill submission and closure Team productivity, coaching, OJT, reviews and performance improvement Doctor/surgeon coordination and smooth execution of planned procedures Accuracy and timeliness of dashboards, reviews and management reports Centre Revenue & Growth Patient Experience Counselling & Conversion Operational Excellence Billing & Collections People & Capability Clinical Coordination Reporting & Governance Key Stakeholder Interfaces Doctors and Surgeons Counsellors and Floor Managers Patient Care Associates (PCA) Finance / Billing / Collections Teams Regional / Cluster Leadership Patients and Attenders Support and Administration Teams Desired Competencies Healthcare operations leadership Patient-centric service orientation Revenue and performance management People leadership, coaching and team development Data-driven review and problem solving Communication and stakeholder management Complaint handling and conflict resolution Process discipline and SOP implementation Planning, execution and reporting Ownership, integrity and accountability Preferred Qualifications & Experience Education: Graduate degree in any discipline; healthcare/hospital management qualification is preferred. Experience: Relevant experience in hospital, healthcare, eye-care, clinic or service operations, with demonstrated exposure to team handling, revenue, patient experience and operational performance. Leadership: Experience managing cross-functional teams and working with clinicians, counsellors and front-office/patient- care teams is preferred. Role Expectations Demonstrate visible ownership of centre performance and patient experience. Use data and regular reviews to identify gaps and drive measurable improvements. Maintain strong collaboration between clinical, counselling, patient-care and support functions. Ensure issues are resolved with urgency and that commitments are followed through. Responsibilities may be modified or expanded based on business requirements and organizational necessity. Dr Agarwals Eye Hospital | Center Head Job Description