Cluster Manager

23 hours ago

Thiruvananthapuram, Kerala, India Yana IVF & Fertility Centre Full time ₹ 9,00,000 - ₹ 10,80,000 per year

Key Responsibilities:1. Multi-Center Operational Management

  • Oversee operations of all centers within the assigned cluster to ensure smooth daily functioning.
  • Implement and monitor hospital SOPs, patient flow processes, and quality standards across all units.
  • Ensure adequate staffing, resource allocation, and adherence to clinical and non-clinical protocols.
  • Regularly visit each center to review performance and address local challenges.

2. Business Performance & Revenue Growth

  • Achieve monthly and quarterly business targets (IVF cycles, OPD, procedures, pharmacy, lab, etc.).
  • Track and improve lead-to-conversion ratios, patient footfall, and service utilization.
  • Identify local market opportunities and work with marketing teams for regional promotional activities.
  • Ensure all centers operate within approved budgets and drive cost optimization initiatives.

3. Team Management & Development

  • Supervise Center Managers, Admin Executives, and Front Office Heads across locations.
  • Monitor individual and departmental KPIs using EOS / performance scorecards.
  • Conduct regular reviews, training, and motivation sessions to build high-performing teams.
  • Drive discipline, punctuality, and team accountability.

4. Patient Experience & Quality Assurance

  • Ensure a consistent and superior patient experience across all centers.
  • Monitor patient feedback, grievance redressal, and implement corrective actions.
  • Maintain compliance with NABH, ICMR, and internal quality standards.
  • Ensure readiness for audits and inspections.

5. Coordination with Clinical & Support Departments

  • Liaise with doctors, embryologists, and nursing heads to ensure clinical efficiency.
  • Coordinate with HR, Finance, Marketing, and IT teams for smooth interdepartmental functioning.
  • Ensure timely communication of new services, offers, or treatment updates to all centers.

6. Reporting & Analysis

  • Review daily MIS reports on inquiries, conversions, collections, and patient satisfaction.
  • Analyze center-wise performance and prepare monthly review reports for the COO / Management.
  • Recommend action plans for underperforming centers and track implementation progress.

Key Performance Indicators (KPIs):

  • Revenue & patient volume growth (center-wise & cluster total).
  • Lead-to-conversion ratio and patient satisfaction score.
  • Operational efficiency and adherence to SOPs.
  • Staff performance and retention rate.
  • Expense control and profitability per center.
  • Audit & compliance scores.

Qualifications & Experience:

  • Bachelor's or Master's in Hospital Administration, Healthcare Management, or Business Administration.
  • 6–10 years of experience in healthcare operations; minimum 3 years managing multiple centers (IVF / maternity preferred).
  • Strong leadership, communication, and analytical skills.
  • Proficient in MIS reporting, Excel dashboards, and operational KPIs.

Working Conditions:

  • Based at regional office or one of the hospitals within the cluster.
  • Frequent travel between centers for audits, reviews, and team meetings.
  • May require extended hours based on operational demands.

Job Type: Full-time

Pay: ₹65, ₹90,000.00 per month

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