Center Manager

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 OBGYN

specialists for further management.

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.

:

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, , 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.