Operations Manager

Job Description

Role & responsibilities P&L Management, Operational efficiency based on Process Excellence, Service Experience Management, Clinician Engagement & Clinical Excellence, Revenue Enhancement through internal optimization of leads conversion, Statutory compliances. Key Responsibilities P & L Management: Based on the Annual Budget, develop detailed Quarterly Plans with milestones, collaborate with cross functional teams to deliver and achieve targets. Identify key levers that contribute to top line achievement & EBIDTA track efficacy. Revenue generation : through Lead Management and Conversions; every product to be monitored; OP to IP conversions; ensure prescribed Pharmacy/ Investigations fulfilled internally; leakages minimized. Ensure Package and Pricing is profitable. Analysis and growth of different specialties, budget vs actual achievement, timely rectification of lags. Dashboard, KPI Monitoring & Ad Hoc Support - Monitor all revenue streams to ensure on track, proactively identify scope for higher margins, leakages. Proactively monitor patient billing transactions to minimize any intentional or unintentional leakages and take steps to prevent repetition. Ensure Credit billing is error free, enabling payments are received without deductions. Monitor receivables to ensure collections within 45 days Track Average Revenue per occupied bed; Average Revenue per Patient, ALOS, admissions and discharges TAT, payor mix. Cost Management :Track material consumption, gross contribution margins, monitor pay out to revenue achievement, analysis of discount percentage. Conduct productivity analysis on doctor pay-outs and identified inefficiencies to optimize doctor cost. Create pre-defined surgery packages in the Hospital Information System to track and control consumption. Manage Unit operating costs manpower, infrastructure maintenance, electricity, consumables Cost and stock optimization of Pharmacy and non Pharmacy items. Bench marking against other unit scores. Wastage and loss tracked and minimized. Collaborate with SCM to ensure product selection and costs are leveraged optimally. Service Experience Management: Commit to the implementation of the service differentials in the Service Experience Plan; ensure frontline employees are trained and empowered to fulfill the Service Promise. Monitor real-time interactions with customers, regularly seek firsthand feedback from a cross section of customers and energize the team with the passion to delight every single customer. Seek frontline staff and customer suggestions to continuously raise the bar through service innovations, value-adds, experience enhancements. Institutionalize sharing with frontline employees specific service wins, success stories, encourage them to implement. Create a platform and mechanism to analyse constructive feedback periodically, arriving at a structured Improvement Plan and an implementation Path to ensure sustained improvement. Operational efficiency: Ensure facility is managed as per defined standards of maintenance; infrastructure is well maintained. Ensure clinical protocols are adhered to and clinical verticals are well equipped to manage their function efficiently. Interact with Clinicians and ensure operational requirements are up to expectations. Service delivery standards are adhered to. Support services function as per standard; non medical services are process compliant. TATs are monitored and outliers are proactively addressed. Close coordination and liaison with heads of departments/ in-charges to ensure operations are efficiently managed, costs are controlled without impacting service standards. Work closely with IT to optimise technology to improve customer experience and employee work flow. Ensure HIS improves operations & functionality. Ensure IT supported process controls and alarms are in place to detect and prevent fraud in billing. Manage Inventory efficiently ensuring optimization and effective control. Ensure facility is audit compliant and all departments adhere to defined protocols. Ensure all statutory and licenses, renewal of agreements are up to date. Clinician Engagement: Interact with Consultant teams to improve patient care outcomes, service experience deliverables and overall customer satisfaction. Build rapport with Visiting Consultants, facilitate their experience with the Unit, integrate them into the Motherhood Hospitals culture and processes, ensure their patients are handled well. Build new specialties to improve footfalls and conversions. Ensure facility handle Doctor Referral cases smoothly. Quality and Clinical governance: Coordinate and support NABH certification, surveillance audits & post audit closure. Ensure Unit preparedness for compliance. Effectively monitor Clinical quality indicators, ensuring compliance. Active participation in Committee meetings Mortality, Morbidity Infection control, Grievance, Safety. Monitor clinical outcomes viz IVF Outcomes success rates, Normal vs LSCS, Open and close audits for MRD, monthly reports ( PNDT, communicable diseases, deaths and births) Collaborate with Medical Services to organize Medical Education seminars, conferences to up-skill Clinician and Nursing teams. People Management & Stakeholder Alignment: Lead & manage the Unit team - ensure employees are trained, motivated and empowered to achieve Goals. Celebrate successes, recognize outstanding performance. Build skills and talent, encourage cross function learning and multi tasking. Build synergy so that clinical and operations teams function seamlessly. Business Development: Facilitate community outreach activities; showcase the service focus of the brand to build potential customer bases. Organize with Sales and Marketing, promotional campaigns / technical presentations to facilitate new product development with major focus on brand establishment, market penetration. Gather market intelligence, tracking competitor activities and providing valuable inputs for fine tuning marketing strategies Interested applicants can share the CV/Resume to reddipalli.venkatesh@novaivffertility.com Job Location: Rajahmundry - Andhra Pradesh