Center Manager

Job Title:

Center Manager

Department:

Operations – Center Management

Reporting To:

Chief Operating Officer (COO)

Job Location:

As Assigned

About Progenesis IVF

www.progenesisivf.com

Job Objective

The Center Manager is responsible for overseeing the entire day-to-day operations of the center, ensuring smooth functioning, adherence to clinical standards, doctor engagement, and achievement of financial targets. The role involves efficient utilization of resources, patient satisfaction, quality compliance, and strategic execution aligned with organizational goals.

Key Functions

The Center Manager will supervise overall center operations, coordinate with clinical and non-clinical teams, manage performance, and ensure excellent patient service. This role demands a dynamic leader capable of multitasking, problem-solving, and fostering a positive and collaborative environment.

Job Responsibilities

A. Operational Management

1. Manage all daily operations, administration, and workflow of the center.
2. Create and execute action plans to achieve financial and business targets.
3. Ensure effective floor management and seamless patient movement.
4. Track patient progress and keep referring OB-GYN specialists updated.
5. Oversee IVF-related processes including collection, storage, fertilization, and related sub-procedures to maintain the highest standards.
6. Ensure that all formalities and policies related to IVF failures and reimbursements are followed as per guidelines.
7. Audit documentation maintained by consultants, RMOs, nurses, embryologists, and other clinical staff.
8. Maintain high standards of hygiene to minimize hospital-acquired infections.
9. Ensure secure safekeeping of medical records and availability during audits.
10. Maintain detailed records of referred cases, walk-ins, referral conversions, and reasons for booking failures.
11. Set up an effective patient feedback mechanism and ensure timely resolution.
12. Oversee procurement, inventory management, and material cost control.
13. Coordinate with Medical and Quality Managers to ensure compliance with NABH, ISO, and local/state regulations.
14. Implement quality assurance programs to improve patient safety and service quality.
15. Conduct regular clinical reviews with IVF consultants, counselors, and the Medical Advisory Board.
16. Monitor center performance against revenue and profitability goals.
17. Take initiatives to optimize costs including utilities, consumables, and fixed costs.
18. Ensure compliance with medical waste management protocols.
19. Uphold ethical medical practices at all times.
20. Maintain strong relationships with patients and build trust throughout their treatment journey.
21. Support the sales head in branding activities, marketing campaigns, and local promotions.
22. Act as an escalation point for operational issues and ensure timely resolution.
23. Manage employee productivity, shift planning, and overall efficiency.
24. Track and manage all hospital data.
25. Ensure accurate documentation and regulatory compliance.
26. Assist in marketing initiatives and branding activities.
27. Manage vendor relationships and AMC contracts.
28. Ensure AMC compliance for all machines and initiate renewal processes.
29. Maintain records of all required licenses and certifications.
30. Keep track of clinical and non-clinical asset inventories.
31. Participate in operational, clinical, and interdisciplinary meetings.
32. Ensure timely submission of formats, checklists, reports, and minutes of meetings.
33. Manage manual as well as online reporting activities including HIMS.
34. Ensure that patients with successful IVF outcomes are guided back to OB-GYN specialists for antenatal care.
35. Build professional relationships with doctors, nurses, embryologists, and other stakeholders for seamless patient care.
36. Motivate and guide the team, promoting a collaborative work culture.
37. Address employee concerns and provide resolution.
38. Assist in developing marketing strategies, outreach programs, and referral networks.
39. Participate in community events and awareness initiatives.
40. Ensure smooth patient intake, scheduling, and record management.
41. Coordinate with Accounts, Pharmacy, and other departments for reporting and operations.

B. Reporting

1. Submit timely daily, weekly, monthly, quarterly, and annual reports as per management requirements.
2. Prepare reports using Google Sheets, HIMS, email, WhatsApp, and other approved platforms.
3. Report operational, clinical, booking, HR, asset, equipment, and business-related activities.

C. Patient and Attendant Management

1. Ensure high-quality patient care and satisfaction.
2. Provide financial counseling to IVF and non-IVF patients.
3. Coordinate with doctors and nurses to ensure superior clinical care.
4. Address patient queries professionally and promptly.
5. Counsel patients and families on IVF procedures, risks, and benefits.
6. Explain the process and policies related to successful and failed treatments.

D. Manpower Management

1. Ensure the right manpower is hired as per approved staffing plans.
2. Set performance expectations and evaluate team performance regularly.
3. Track overall center performance and report to management.
4. Conduct monthly and quarterly performance reviews; assist in appraisals.
5. Prepare duty rosters and manage staff scheduling.
6. Rotate staff across departments (IPD, OPD, OT) as needed.
7. Assist HR in controlling attrition and improving employee engagement.
8. Ensure effective utilization of manpower through proper duty planning.
9. Manage outsourced staff.
10. Ensure staff are cross-trained and capable of multitasking during emergencies.

E. Business Development

1. Drive business growth of the center.
2. Achieve monthly, quarterly, and annual booking and revenue targets.
3. Convert OPD walk-ins into IVF and fertility treatment bookings.

F. Event Management

1. Conduct internal and external events including medical, corporate, and community programs.
2. Organize in-house events such as Peda Events and awareness camps.

G. Monitoring and Auditing

1. Supervise pharmacy stock audits.
2. Monitor staff performance and conduct reviews.

H. Training and Development

1. Facilitate regular staff training programs.
2. Nominate RMOs and staff for IVF and skill enhancement training.

I. Accreditation & Quality Compliance

1. Implement accreditation guidelines for NABH, QAI, ISO, etc.
2. Monitor execution of manuals, SOPs, and quality policies.

J. Asset Management

1. Act as custodian of all medical and non-medical assets.
2. Ensure asset tagging, regular audits, repairs, and AMC compliance.

K. Financial Management

1. Develop and manage the annual budget with the Finance team.
2. Monitor expenses, revenues, and financial performance.
3. Ensure cost optimization without compromising care quality.
4. Oversee billing, reimbursement, and financial reporting.
5. Ensure timely refunds in cases of unsuccessful treatment.

Candidate Requirements

• Medical background preferred: MBBS, BDS, BAM&H, BHMS, or graduate degree in any stream.
• Master’s degree in healthcare administration/business administration preferred.
• 5–6 years of relevant experience in healthcare management; fertility experience preferred.
• Strong leadership, communication, and problem-solving skills.
• Proficiency in computers, medical records systems, financial software, and MS Office.
• Ability to multitask, manage teams, and maintain relationships with clinical staff.
• Strong understanding of fertility treatments and patient emotional needs.
• Extensive knowledge of hospital operations and administrative management.