Center Manager

Job Description – Center Manager Document No.: PROG/HRD/25-26/FF 09/00 Pages: 1–6 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: www.progenesisivf.com 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 - 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 & 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