Assistant Clinical Operations

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:

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

Job Types: Full-time, Permanent

Benefits:

• Health insurance
• Provident Fund

Work Location: In person