Progenesis - Center Manager

Job Description - Center ManagerReporting To: COOWho We AreAt 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: 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 & Operational Responsibilities- Manage overall daily operations and administration of the center.- Develop and execute action plans to achieve financial targets.- Supervise floor operations and ensure smooth patient flow.- Track patient progress and regularly update referring OB-GYN specialists.- Oversee IVF-related processes and ensure the highest standards across all procedures.- Ensure policies are followed in cases of IVF failure, including reimbursements.- Monitor and ensure accurate, timely, and legible documentation by all clinical teams.- Maintain high standards of hygiene to minimize hospital-acquired infections.- Ensure proper maintenance, safekeeping, and accessibility of medical records.- Maintain data regarding referrals, walk-ins, bookings, and reasons for lost conversions.- Implement an effective patient feedback and issue-resolution system.- Oversee procurement, inventory, and materials management with cost efficiency.- Ensure compliance with NABH/NABL/ISO and state/local regulations.- Implement quality assurance programs focused on safety and satisfaction.- Conduct periodic clinical reviews with consultants and ensure timely follow-ups.- Monitor center revenue and profitability; take corrective actions when needed.- Implement cost-optimization measures (electricity, consumables, fixed/variable costs).- Ensure medical waste is managed as per standards.- Uphold ethical medical practices at all times.- Foster strong patient relationships.- Support center-level sales head with brand building and marketing initiatives.- Serve as an escalation point for operational issues.- Ensure employee efficiency and team performance.- Oversee hospital data management.- Ensure compliance and documentation.- Support marketing and branding activities.- Manage vendor relationships.- Oversee machine maintenance and AMCs.- Track renewal schedules for licenses, compliances, and AMCs.- Maintain records of all licenses, registrations, and accreditation documents.- Maintain records of clinical and non-clinical assets.- Attend and conduct operational/clinical/non-clinical meetings.- Submit required checklists, formats, MoMs, etc., to reporting authorities.- Manage online and manual reporting systems.- Ensure successful IVF patients are transitioned to OB-GYN specialists.- Build and maintain strong relationships with clinical teams.- Lead and motivate healthcare teams; ensure coaching and development.- Promote a collaborative and positive working culture.- Address employee concerns promptly.- Develop marketing strategies to attract new patients.- Build relationships with referral sources (OB-GYNs, healthcare providers).- Analyze KPIs related to marketing and business development.- Participate in outreach and community events.- Create a supportive and comforting environment for patients.- Oversee patient intake, scheduling, and record management.- Coordinate reporting with Accounts, Pharmacy, and other departments.B. Reporting Responsibilities- Ensure timely daily, weekly, monthly, quarterly, and annual reporting.- Report through Google Sheets, HIMS, emails, WhatsApp, and manual formats.- Report operational, clinical, business, booking, HR, and asset-related activities.C. Patient & Attendant Care- Ensure excellent patient care services.- Maintain high patient satisfaction levels.- Provide financial counseling to patients.- Counsel IVF patients on financial aspects.- Coordinate with doctors and nurses for best patient care.- Address patient queries and concerns professionally.- Counsel patients and families transparently regarding IVF benefits/risks.- Explain processes for both successful and failed IVF cycles.D. Manpower Management- Ensure appropriate staffing as per manpower planning.- Set performance expectations and evaluate team members.- Track overall center performance and report to management.- Conduct monthly, quarterly, and annual staff performance appraisals.- Prepare duty charts for all departments.- Rotate staff between departments as required (OPD/IPD/OT).- Support HR in resolving attrition issues and improving engagement.- Monitor duty rosters for manpower optimization.- Oversee rotation of RMOs and nursing duties.- Ensure staff are cross-trained for multitasking and emergency needs.- Manage outsourced staff for efficient center functioning.E. Business Development- Drive business growth for the center.- Achieve monthly, quarterly, and yearly booking targets.- Convert OPD patients into bookings through package counseling.F. Event Management- Conduct organizational, medical, social, and promotional events.- Conduct in-house events (e.g., Peda Event).G. Monitoring & Auditing- Oversee pharmacy stock audits.- Monitor employee performance.- Conduct periodic staff performance reviews.H. Training & Development- Conduct regular training sessions.- Nominate RMOs and staff for IVF training programs.I. Accreditation & Certification- Ensure implementation of NABH, QAI, ISO, and other accreditation standards.- Implement manuals, procedures, and quality policies.J. Asset Management- Act as custodian of center assets.- Oversee asset tagging.- Ensure proper asset care and safety.- Conduct periodic asset audits.- Monitor regular maintenance.- Coordinate AMC and warranty-related matters with HO.K. Financial Responsibilities- Develop annual budgets with the finance team.- Manage center budgets and optimize resource utilization.- Monitor expenses and identify cost-reduction opportunities.- Review budget deviations and take corrective actions.- Track revenue and expenditure.- Oversee billing processes.- Manage reimbursements and expenses.- Prepare financial reports for senior management.- Ensure timely refunds to patients after unsuccessful treatments.What You Need to Have Qualifications & MBBS/BDS/BAMH/BHMS or any bachelors degree.- Masters degree in Healthcare Administration/Business Administration 5-6 years of experience in healthcare management (preferably fertility/IVF 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 (ref:iimjobs.com)