Center Manager

Job Title:

Center Manager

Department:

Center Management

Reporting To:

COO

About Progenesis

Progenesis is a leading fertility healthcare provider committed to supporting couples through infertility challenges. Since 2014, we have been dedicated to ensuring a seamless, compassionate, and effective journey toward parenthood. Our centres provide advanced reproductive treatments with a focus on clinical excellence, patient satisfaction, and ethical medical practices.

Job Objective

The Center Manager is responsible for managing day-to-day operations, financial performance, and patient service standards of the centre. This role ensures operational efficiency, adherence to clinical and administrative protocols, and effective utilization of resources to deliver high-quality patient care. The Manager also plays a key role in business development, team leadership, and maintaining compliance with regulatory requirements.

Key Responsibilities

A. Operational Management

1. Oversee daily operations, administration, and smooth functioning of the centre.
2. Prepare and execute action plans to achieve monthly and annual financial and operational targets.
3. Manage floor operations, patient flow, and coordination among clinical teams.
4. Track patient progress and update referring OB-GYN specialists periodically.
5. Ensure adherence to IVF protocols including sample collection, storage, fertilization, and related procedures.
6. Ensure proper documentation and follow-up in cases of IVF failure, including reimbursement procedures.
7. Monitor and ensure accurate, timely, and legible clinical documentation by consultants, RMOs, nurses, embryologists, and related staff.
8. Maintain high hygiene standards to minimize hospital-acquired infections.
9. Oversee secure management of medical records for audit and reference.
10. Maintain databases for walk-ins, referrals, conversions, and reasons for non-booking, and share updates with the Medical Director.
11. Implement and monitor patient feedback systems for timely issue resolution.
12. Supervise procurement, inventory, and materials management with attention to cost-effectiveness.
13. Work with the Medical & Quality Manager to ensure compliance with NABH/NABL/ISO and local/state regulations.
14. Implement quality assurance programs focusing on patient safety and satisfaction.
15. Conduct periodic clinical reviews on patient satisfaction, booking trends, and follow-up initiatives.
16. Track revenue, profitability, and take corrective measures when required.
17. Drive cost optimization initiatives, including power savings and consumables management.
18. Ensure compliance with medical waste management standards.
19. Maintain ethical medical practices at the centre.
20. Build strong relationships with patients and their families.
21. Support centre-level marketing and branding activities.
22. Serve as the escalation point for all operational issues.
23. Ensure efficient staffing, employee performance monitoring, and operational efficiency.
24. Oversee hospital data management, compliance documentation, meeting minutes, and mandatory reporting.
25. Ensure upkeep of AMC schedules, license renewals, and accreditation documentation.
26. Maintain records of medical and non-medical assets.
27. Conduct and participate in operational, clinical, and administrative meetings.
28. Ensure patients with successful IVF procedures are appropriately referred to OB-GYN specialists for further care.
29. Manage relationships with doctors, nurses, embryologists, and other healthcare teams for seamless patient care.
30. Lead, mentor, and motivate staff to maintain a positive and collaborative work culture.
31. Address employee grievances, ensure teamwork, and provide developmental opportunities.
32. Develop and implement marketing strategies and maintain referral networks.
33. Analyse centre performance, KPIs, and marketing outcomes.
34. Participate in community outreach programs and health events.
35. Oversee patient intake, scheduling, and medical records management.
36. Coordinate with accounts, pharmacy, and other support departments.

B. Reporting

1. Submit daily, weekly, monthly, quarterly, and annual reports as per management guidelines.
2. Prepare reports using Google Sheets, HIMS, email, and other digital/manual tools.
3. Report operational, clinical, HR, business, inventory, and asset-related activities.

C. Patient & Attendant Care

1. Ensure high-quality patient care and satisfaction.
2. Provide financial counselling for IVF and other treatments.
3. Coordinate with doctors and nurses to ensure optimal patient care.
4. Address patient concerns promptly and professionally.
5. Counsel patients and their families on IVF benefits, risks, procedures, and expected outcomes.

D. Manpower Management

1. Ensure adequate hiring aligned with manpower planning.
2. Set performance expectations and evaluate staff performance.
3. Track centre performance and share updates with management.
4. Conduct monthly, quarterly, and annual performance reviews.
5. Prepare duty rosters and rotate staff across departments (IPD/OPD/OT).
6. Support HR in addressing attrition and enhancing employee engagement.
7. Ensure staff multitasking capabilities during emergencies (e.g., coordinators assisting with scanning or pharmacy tasks).
8. Manage outsourced staff to ensure smooth operations.

E. Business Development

1. Drive the growth of centre business.
2. Achieve monthly, quarterly, and annual booking targets.
3. Convert OPD patients into treatment bookings through appropriate counselling and follow-up.

F. Event Management

1. Organize corporate, social, health-related, and promotional events.
2. Conduct internal patient engagement activities (e.g., Peda events).

G. Monitoring & Auditing

1. Oversee pharmacy stock audits.
2. Monitor staff performance and conduct performance evaluations.

H. Training & Development

1. Conduct staff training and development programs.
2. Nominate RMOs and staff for IVF training and other skill-enhancement programs.

I. Accreditation & Certifications

1. Implement and monitor standards for NABH, QAI, ISO, and similar certifications.
2. Ensure adherence to manuals, policies, and quality protocols.

J. Asset Management

1. Act as custodian of centre assets—clinical and non-clinical.
2. Ensure proper asset tagging and maintenance.
3. Conduct regular asset audits for functionality and safety.
4. Manage AMC, warranties, and repairs with Head Office support.

K. Financial Management

1. Develop the annual budget in coordination with the finance team.
2. Manage centre budgets, expenditures, and reimbursements.
3. Optimize costs while maintaining quality care.
4. Monitor budget utilization and address variances.
5. Oversee billing processes and financial reporting.
6. Ensure timely patient refunds in case of unsuccessful treatments.

Qualifications & Requirements

• Preferably MBBS, BDS, BAMH, BHMS, or bachelor’s degree in any field.
• Master’s degree in Healthcare Administration, Business Administration, or related discipline.
• 5–6 years of experience in healthcare management; fertility clinic experience preferred.
• Strong communication, leadership, interpersonal, and problem-solving skills.
• Proficiency in medical record systems, financial software, and Microsoft Office Suite.
• Ability to multitask and work with clinical, technical, and administrative staff.
• Understanding of fertility treatments and patient emotional support needs.
• Strong knowledge of hospital operations, staffing, budgeting, and administrative principles.
• Language proficiency: English, Hindi, Marathi (or regional language as applicable).
• Gender Preference: Female.