Center Manager

PROG/ HRD/25-26/FF 09/00

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Job Description Center Manager

Job Title

Center Manager

Department

Center Manager

Job Location

Reporting to

COO Who we are At Progenesis, we are a team of experts fighting against infertility issues that couples often face, ensuring a hurdle-free journey towards pregnancy. It was in 2014 when we first stepped into the area of healthcare with the sole motto of being companion in highs & lows of couple’s journey to parenthood. Company Website - www.progenesisivf.com Job Objectives: To manage the day-to-day operations and P&L of the center in line with the strategic plans of the center by effective utilization of resources to ensure quality care to the patient and effective doctor engagement methodologies. Key Function: As a Centre manager, you will be responsible for overseeing the daily operations of the centre, ensuring smooth workflow and adherence to all relevant protocols and regulations. What you will do / Job Responsibility

A. Operational:

1. Over all Daily Operations and Administration Management.

2. Devise and implement action plans for achievement of financial targets of the center.

3. Floor Management

4. Keep track of the patients- progress and keep the referring OB-GYN Specialists informed at periodic intervals.

5. Oversee the processes, procedures, types of equipment and other facilities employed in IVF and ensure highest standards are followed through in all of the following – semen / Ovum collection, storage, fertilization, implantation and other related sub-processes.

6. Ensure that in cases of IVF failure the necessary formalities & policies are followed and the agreed reimbursements are made.

7. Ensure timely, accurate and legible documentation is followed by consultants, investing doctors, RMOs, Nurses, Semenologist, embryologist and everyone concerned with patient care.

8. Ensure the maintenance of the highest standards of hygiene and cleanliness in order to achieve least number of hospital-acquired infections

9. Oversee safekeeping of center medical records and ensure availability at all times for auditing & reference purposes

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10. Maintain a database of total no of cases referred, direct walk ins, patient referral and doctor referral, successful ones in terms of booking, and reasons for failure in boking and regularly update it to the Medical Director.

11. Maintain an efficient patient feedback and response system to gather feedback and responding to problems in a timely manner

12. Oversee procurement, materials management and inventory management and ensure cost effectiveness

13. Coordinate with the Center Medical & Quality Manager and ensure that all clinical policies and procedures within the Center meets the requirements of NABH / NABL / ISO, State / Local rules & regulations and other licensing or accrediting bodies

14. Implementing and monitoring quality assurance programs to ensure patient safety and satisfaction

15. Conduct periodic clinical reviews in terms of booking and patients’ satisfactions along with the Team (IVF Consultants, FC and Councillor) and Medical Advisory Board and ensure timely execution of the initiatives / follow up activities

16. Monitor the performance of the Center in terms of revenue & profitability against targets take corrective steps as required

17. Undertake cost optimization initiatives such as reducing the usage of electricity bills, consumables, monitoring Fixed & variable costs etc.

18. Ensure that medical waste management system is in place according to standards

19. Ensure that ethical medical practice is followed at all times at the center

20. Interact with patients and attendants and building lasting relationships

21. Assist and coordinate with the center level sales head in establishing company brand in the locality / area / city through various sales and marketing campaigns

22. Act as an escalation point for all operational issues related to the facility and take suitable action by interfacing with the concerned stakeholders.

23. Efficiency and Employees Management

24. Hospital Data Management

25. Compliances / Documentation

26. Marketing & Branding team support

27. Vendor management.

28. To check & maintenance of AMC for machines.

29. To track, inform and initiate the renewal process of various licences, compliances and AMC.

30. To keep the records of all the required licences, registrations and accreditation documents.

31. To keep and maintain the records of all the clinical and non-clinical assets records.

32. To attend and conduct various operational, clinical and non-clinical meetings.

33. To maintain and submit all required formats, checklist, minutes of meeting etc. to the reporting authority.

34. Manual as well as online reporting.

35.

Ensuring that the patients who had successful IVF are directed to the OB-GYN specialists for further management.

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36.

Developing and maintaining relationships with key stakeholders, including doctors, nurses, embryologists, and other healthcare professionals to provide seamless patient care

37.

Leading and motivating a team of healthcare professionals, providing coaching and development opportunities

38.

Fostering a positive and collaborative work environment

39.

Addressing any employee concerns

40.

Developing and implementing marketing strategies to attract new patients and raising awareness of the centre's services

41.

Building relationships with referral sources, such as OB/GYNs and other healthcare providers

42.

Analysing data and tracking key performance indicators to measure the success of marketing and business development initiatives

43.

Participating in community events and outreach programs

44.

Creating a welcoming and supportive environment for patients, ensuring their emotional and physical well-being throughout their treatment journey

45.

Overseeing the patient intake process, scheduling appointments, and managing patient records

46. Accounts Dept, Pharmacy etc. reporting activity.

B. Reporting

1. To do timely daily, weekly, monthly, quarterly and annual reporting as per the guidelines from management.

2. Reporting in the form of Google sheets, HIMS, manually etc. by email, What’s App etc.

3. Reporting of daily operational, clinical activity, Business related, booking related, HR related, Assets and Equipment related, etc.

C. Patient and Attendant Care and Management

1. Patient Care Service

2. Ensuring patient satisfaction with the clinic's services

3. Financial Counselling of patients

4. Financial counselling of IVF patients.

5.

Liaising with doctors and nurses to ensure patients receive the best possible care

6.

Addressing patient inquiries and concerns promptly and professionally

7. Counsel the patients and the accompanying family members about the benefits and risks of IVF transparently to enable the conversion of appropriate cases

8. Provide with details to the patients and the accompanying family member about the formalities & procedures that will be followed in cases of successful as well as failed cases of failure.

D. Man Management:

1. Oversee if the right number and quality of manpower is hired in accordance with the manpower planning

2. Establish performance requirements and evaluate the work of reportee’s in order to achieve the department goals and develop reporters who are unable to meet expected performance levels.

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3. To keep track of the overall performance of Centre and report the same to the management.

4. Monthly & Quarterly Performance Rating, and Annually Appraisal of Centers staff.

5. Prepare duty chart for department staff.

6. Rotate the staff duties into other dept. for e.g. IPD, RMO / Nurse to OPD and vice versa.

7. Support HR in investigating and resolving critical attrition and increasing employee engagement levels at the center

8. Oversee duty rosters in order to ensure effective utilization of manpower

9. Oversee the regular rotations of RMOs and Nursing staff duties from IPD / OT to OPD and Vice versa.

10. Ensure that all staff are multitasking and shall perform other staff duty in case of emergency requirement - Patient coordinator to do additional task like – Scanning for DMR or Accountant as cashier or vice versa, Nursing staff to dispense medicine at Pharmacy etc.

11. Manage the outsourced staff and ensure efficient running of the center

E. Business Development

1. To developed the Center business.

2. To Achieve the monthly, quarterly and yearly Business / Booking targets.

3. Converts OPD patients into Bookings - Various Fertility Treatment Packages

F. Event Management:

1. Conducting various organisational, national, social, health related annual and promotional events.

2. Conducting various In-House events such as Peda event, etc.

G. Monitoring and Auditing:

1. To oversee Pharmacy physical stock audit.

2. Monitoring staff performance

3. Conducting performance reviews

H. Training and Development:

1. Conducting regular training and development of the staff.

2. Nominate the RMOs and other staff for IVF training programs for continuous improvement of procedures

I. Accreditation and Certifications:

1. To implement various Accreditation and Certifications like NABH, QAI, ISO etc. in center.

2. To implement and monitor various manuals, procedures and quality policies

J. Assets Management:

1. CM are the custodian of the whole center as such including the non-medical assets, medical equipment and instruments etc.

2. Tagging of Assets

3. It is the responsibility of CM to take proper care of all the assets.

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4. Regular assets audit to check their functionality and safety of the user and the patients.

5. Regular maintenance of the assets

6. To follow up with the warranty and AMC related issue with help of HO.

K. Financial:

1. Develop the annual budget with the assistance of Finance team

2.

Developing and managing the centre's budget

3.

Managing the centre's resources effectively, optimizing costs while maintaining quality standards.

4. Monitor the budget utilization and other financial measures for the department; Study and analyse causes for significant deviation from budget and take corrective action for the same, if required

5.

Monitoring revenue and expenses, and identifying areas for cost reduction.

6.

Overseeing billing

7.

Managing the centers expenditures and reimbursement

8.

Preparing financial reports for senior management.

9. Ensure timely refund of money to patients in case of unsuccessful treatment by coordinating with Finance team.

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What you need to have?

Qualifications

Preferably MBBS, BDS, BAMH or BHMS plus Master degree in Healthcare Administration

Experience

05 to 06 Years of Relevant Experience

Language

English, Hindi and Marathi for Maharashtra and respective Regional Language depending upon the respective State.

Gender

Female

Qualification and key Attributes for Centre Manager.

Following are the desirable qualifications and the characteristics needed for a Center Manager.

Preferably Holding medical degree – MBBS, BDS, BAMH, BHMS or Bachelor degree in any other stream.

Master’s degree in healthcare administration, business administration, or a related field

Minimum 5 years of experience in healthcare management, preferably in a fertility clinic setting

Strong leadership and organizational skills

Excellent communication, interpersonal & problem-solving skills

Proficiency in computer software, including medical record systems and financial software

Proficiency in Microsoft Suite

Ability to multitask

Understanding of fertility treatments and the emotional challenges faced by patients

Ability to establish effective working relationships with professional, technical, management and clerical staff

Extensive knowledge of hospital operations

Knowledge of the principles and techniques of administrative management, including organization, planning, staffing, training, budgeting, and reporting