Center Manager

Document No.:

Pages:

Job Title:

Center Manager

Department:

Center Operations

Reporting To:

COO

Job Location:

As Assigned

Who We Are

At Progenesis, we are a team of experts committed to addressing infertility challenges and supporting couples on their journey to parenthood. Since 2014, we have been working with the core mission of being a trusted companion through every step of this emotional and medical journey.

Website:

Job Objective

To oversee day-to-day operations and manage the P&L of the center in alignment with organizational strategies. The role ensures optimal resource utilization, high-quality patient care, and effective doctor engagement.

Key Functions & Responsibilities

A. Operational Responsibilities

1. Manage overall daily operations and administration of the center.
2. Develop and execute action plans to achieve financial targets.
3. Supervise floor operations and ensure smooth patient flow.
4. Track patient progress and regularly update referring OB-GYN specialists.
5. Oversee IVF-related processes and ensure the highest standards across all procedures.
6. Ensure policies are followed in cases of IVF failure, including reimbursements.
7. Monitor and ensure accurate, timely, and legible documentation by all clinical teams.
8. Maintain high standards of hygiene to minimize hospital-acquired infections.
9. Ensure proper maintenance, safekeeping, and accessibility of medical records.
10. Maintain data regarding referrals, walk-ins, bookings, and reasons for lost conversions.
11. Implement an effective patient feedback and issue-resolution system.
12. Oversee procurement, inventory, and materials management with cost efficiency.
13. Ensure compliance with NABH/NABL/ISO and state/local regulations.
14. Implement quality assurance programs focused on safety and satisfaction.
15. Conduct periodic clinical reviews with consultants and ensure timely follow-ups.
16. Monitor center revenue and profitability; take corrective actions when needed.
17. Implement cost-optimization measures (electricity, consumables, fixed/variable costs).
18. Ensure medical waste is managed as per standards.
19. Uphold ethical medical practices at all times.
20. Foster strong patient relationships.
21. Support center-level sales head with brand building and marketing initiatives.
22. Serve as an escalation point for operational issues.
23. Ensure employee efficiency and team performance.
24. Oversee hospital data management.
25. Ensure compliance and documentation.
26. Support marketing and branding activities.
27. Manage vendor relationships.
28. Oversee machine maintenance and AMCs.
29. Track renewal schedules for licenses, compliances, and AMCs.
30. Maintain records of all licenses, registrations, and accreditation documents.
31. Maintain records of clinical and non-clinical assets.
32. Attend and conduct operational/clinical/non-clinical meetings.
33. Submit required checklists, formats, MoMs, etc., to reporting authorities.
34. Manage online and manual reporting systems.
35. Ensure successful IVF patients are transitioned to OB-GYN specialists.
36. Build and maintain strong relationships with clinical teams.
37. Lead and motivate healthcare teams; ensure coaching and development.
38. Promote a collaborative and positive working culture.
39. Address employee concerns promptly.
40. Develop marketing strategies to attract new patients.
41. Build relationships with referral sources (OB-GYNs, healthcare providers).
42. Analyze KPIs related to marketing and business development.
43. Participate in outreach and community events.
44. Create a supportive and comforting environment for patients.
45. Oversee patient intake, scheduling, and record management.
46. Coordinate reporting with Accounts, Pharmacy, and other departments.

B. Reporting Responsibilities

1. Ensure timely daily, weekly, monthly, quarterly, and annual reporting.
2. Report through Google Sheets, HIMS, emails, WhatsApp, and manual formats.
3. Report operational, clinical, business, booking, HR, and asset-related activities.

C. Patient & Attendant Care

1. Ensure excellent patient care services.
2. Maintain high patient satisfaction levels.
3. Provide financial counseling to patients.
4. Counsel IVF patients on financial aspects.
5. Coordinate with doctors and nurses for best patient care.
6. Address patient queries and concerns professionally.
7. Counsel patients and families transparently regarding IVF benefits/risks.
8. Explain processes for both successful and failed IVF cycles.

D. Manpower Management

1. Ensure appropriate staffing as per manpower planning.
2. Set performance expectations and evaluate team members.
3. Track overall center performance and report to management.
4. Conduct monthly, quarterly, and annual staff performance appraisals.
5. Prepare duty charts for all departments.
6. Rotate staff between departments as required (OPD/IPD/OT).
7. Support HR in resolving attrition issues and improving engagement.
8. Monitor duty rosters for manpower optimization.
9. Oversee rotation of RMOs and nursing duties.
10. Ensure staff are cross-trained for multitasking and emergency needs.
11. Manage outsourced staff for efficient center functioning.

E. Business Development

1. Drive business growth for the center.
2. Achieve monthly, quarterly, and yearly booking targets.
3. Convert OPD patients into bookings through package counseling.

F. Event Management

1. Conduct organizational, medical, social, and promotional events.
2. Conduct in-house events (e.g., Peda Event).

G. Monitoring & Auditing

1. Oversee pharmacy stock audits.
2. Monitor employee performance.
3. Conduct periodic staff performance reviews.

H. Training & Development

1. Conduct regular training sessions.
2. Nominate RMOs and staff for IVF training programs.

I. Accreditation & Certification

1. Ensure implementation of NABH, QAI, ISO, and other accreditation standards.
2. Implement manuals, procedures, and quality policies.

J. Asset Management

1. Act as custodian of center assets.
2. Oversee asset tagging.
3. Ensure proper asset care and safety.
4. Conduct periodic asset audits.
5. Monitor regular maintenance.
6. Coordinate AMC and warranty-related matters with HO.

K. Financial Responsibilities

1. Develop annual budgets with the finance team.
2. Manage center budgets and optimize resource utilization.
3. Monitor expenses and identify cost-reduction opportunities.
4. Review budget deviations and take corrective actions.
5. Track revenue and expenditure.
6. Oversee billing processes.
7. Manage reimbursements and expenses.
8. Prepare financial reports for senior management.
9. Ensure timely refunds to patients after unsuccessful treatments.

What You Need to Have – Qualifications & Attributes

Qualifications

• MBBS/BDS/BAMH/BHMS or any bachelor’s degree.
• Master’s degree in Healthcare Administration/Business Administration preferred.

Experience

• 5–6 years of experience in healthcare management (preferably fertility/IVF centers).

Languages

• English, Hindi, Marathi (for Maharashtra)
• Respective regional language as applicable.

Key Skills & Attributes

• Strong leadership and organizational skills
• Excellent communication and interpersonal abilities
• Problem-solving and multitasking capability
• Knowledge of fertility treatments and patient sensitivity
• Proficiency in MS Office and medical record systems
• Strong understanding of hospital operations, administrative management, budgeting, and reporting
• Ability to work effectively across teams