Center Manager

JOB DESCRIPTIONExperience : 5 - 7 Yrs Location : MumbaiDesignation : Center ManagerResponsibilities: 1. Operational & Clinical coordinationEnsure smooth day-to-day functioning of the clinic including OPD, procedures, lab coordination, pharmacy, and patient flow.Monitor clinic schedule, doctor availability, procedure planning, and resource allocation.Ensure SOPs are created & followed across departments and daily checklists are completed.Handle centre-level troubleshooting and ensure minimal delays or disruptions.2. Patient Experience & Service ExcellenceOwn the patient journey from walk-in to consultation to procedure and follow-ups.Ensure every patient receives a warm, empathetic and supportive experience.Track patient satisfaction feedback, NPS, complaints, and ensure quick resolution.Maintain clinic ambience, hospitality standards, and cleanliness expectations.3. Revenue, Conversion & GrowthDrive OPD conversions into treatments through process discipline and timely follow-ups.Monitor end-to-end conversion funnel & ensure the team follows up with patients systematically (calls, WhatsApp, reminders).Coordinate with marketing / B2B teams for lead management and reporting.4. Team Management & People LeadershipManage all centre staff including:Front Desk ExecutivesCare NavigatorsNursesHousekeeping / support staffPhlebotomy / diagnostics team (if applicable)Conduct daily huddles and weekly reviews.Ensure staff attendance, punctuality, grooming, and discipline.Support hiring, onboarding, training, and performance tracking.Maintain a positive work culture and resolve internal conflicts proactively.5. SOP Implementation & ComplianceEnsure the clinic adheres to operational SOPs, patient confidentiality, and safety protocols.Maintain proper documentation:Patient formsConsent formsBilling & receiptsInventory registersDaily procedure reportsEnsure compliance with NABH / ISO / internal audit requirements (if applicable).6. Billing & Financial CoordinationEnsure accurate billing, package communication, and payment collection.Track daily collections and submit end-of-day reports.Coordinate with the finance team for invoices, reimbursements, and vendor payments.Monitor discounts / approvals and prevent revenue leakage.7. Reporting & ComplianceShare daily and weekly centre performance reports including:OPD numbersConversionsProcedures scheduled/completedPending follow-upsComplaints & escalationsStaff attendance & performanceMaintain dashboards for operational and revenue metrics.Responsible for compliance and ensuring MRD closing linked to all applicable laws especially ART Level 2 & PCPCNDT actQualifications:5–7 years experience in fertility, healthcare operations, clinic management, or hospital administrationPrior experience in fertility, maternity, or premium healthcare clinics is a strong advantageExperience in handling high-volume cycles is a strong advantageComfortable managing both staff and patientsConfident, calm under pressureStrong drive + ability to get things done

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