
Director of Patient Experience
3 days ago
About Fertility Care Management
Ferty9 is one of South India's leading IVF chains and the 3rd largest in India, with over a decade of expertise in fertility care. We are committed to delivering safe, transparent, and compassionate treatments, supported by advanced technology and a patient-first approach.
The role involves strategic planning, performance monitoring, compliance, process optimization, and ensuring a seamless patient experience.
Key Responsibilities:
- Develop business strategies & performance targets aligned with corporate goals
- Ensure achievement of financial & operational objectives
- Monitor revenue, profitability & team performance against defined Key Result Areas (KRAs)
- Lead cost optimization and compliance initiatives
- Oversee Standard Operating Procedure (SOP) implementation, medical record management, and audit readiness
- Act as an escalation point for operational issues and ensure medico-legal compliance
- Liaise with sales & marketing teams for brand visibility in local markets
- Coordinate monthly Profit & Loss statements with the corporate Management Information System (MIS) team
- Drive patient satisfaction, retention, and conversion metrics
Required Skills & Qualifications:
- Strong leadership & people management skills
- Proven ability to achieve financial targets (Revenue, EBITDA, Contribution Margin)
- Customer satisfaction (NPS 90%) & retention focus
- Excellent knowledge of compliance & medico-legal requirements
- Process-driven with attention to detail
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