Center Manager

Job Description – Center Manager (Condensed to ~1000 words)Job Title:Center ManagerDepartment:Center ManagementReporting To:COOAbout ProgenesisProgenesis is a leading fertility healthcare provider committed to supporting couples through infertility challenges. Since 2014, we have been dedicated to ensuring a seamless, compassionate, and effective journey toward parenthood. Our centres provide advanced reproductive treatments with a focus on clinical excellence, patient satisfaction, and ethical medical practices.Job ObjectiveThe Center Manager is responsible for managing day-to-day operations, financial performance, and patient service standards of the centre. This role ensures operational efficiency, adherence to clinical and administrative protocols, and effective utilization of resources to deliver high-quality patient care. The Manager also plays a key role in business development, team leadership, and maintaining compliance with regulatory requirements.Key ResponsibilitiesA. Operational Management- Oversee daily operations, administration, and smooth functioning of the centre. - Prepare and execute action plans to achieve monthly and annual financial and operational targets. - Manage floor operations, patient flow, and coordination among clinical teams. - Track patient progress and update referring OB-GYN specialists periodically. - Ensure adherence to IVF protocols including sample collection, storage, fertilization, and related procedures. - Ensure proper documentation and follow-up in cases of IVF failure, including reimbursement procedures. - Monitor and ensure accurate, timely, and legible clinical documentation by consultants, RMOs, nurses, embryologists, and related staff. - Maintain high hygiene standards to minimize hospital-acquired infections. - Oversee secure management of medical records for audit and reference. - Maintain databases for walk-ins, referrals, conversions, and reasons for non-booking, and share updates with the Medical Director. - Implement and monitor patient feedback systems for timely issue resolution. - Supervise procurement, inventory, and materials management with attention to cost-effectiveness. - Work with the Medical & Quality Manager to ensure compliance with NABH/NABL/ISO and local/state regulations. - Implement quality assurance programs focusing on patient safety and satisfaction. - Conduct periodic clinical reviews on patient satisfaction, booking trends, and follow-up initiatives. - Track revenue, profitability, and take corrective measures when required. - Drive cost optimization initiatives, including power savings and consumables management. - Ensure compliance with medical waste management standards. - Maintain ethical medical practices at the centre. - Build strong relationships with patients and their families. - Support centre-level marketing and branding activities. - Serve as the escalation point for all operational issues. - Ensure efficient staffing, employee performance monitoring, and operational efficiency. - Oversee hospital data management, compliance documentation, meeting minutes, and mandatory reporting. - Ensure upkeep of AMC schedules, license renewals, and accreditation documentation. - Maintain records of medical and non-medical assets. - Conduct and participate in operational, clinical, and administrative meetings. - Ensure patients with successful IVF procedures are appropriately referred to OB-GYN specialists for further care. - Manage relationships with doctors, nurses, embryologists, and other healthcare teams for seamless patient care. - Lead, mentor, and motivate staff to maintain a positive and collaborative work culture. - Address employee grievances, ensure teamwork, and provide developmental opportunities. - Develop and implement marketing strategies and maintain referral networks. - Analyse centre performance, KPIs, and marketing outcomes. - Participate in community outreach programs and health events. - Oversee patient intake, scheduling, and medical records management. - Coordinate with accounts, pharmacy, and other support departments.B. Reporting- Submit daily, weekly, monthly, quarterly, and annual reports as per management guidelines. - Prepare reports using Google Sheets, HIMS, email, and other digital/manual tools. - Report operational, clinical, HR, business, inventory, and asset-related activities.C. Patient & Attendant Care- Ensure high-quality patient care and satisfaction. - Provide financial counselling for IVF and other treatments. - Coordinate with doctors and nurses to ensure optimal patient care. - Address patient concerns promptly and professionally. - Counsel patients and their families on IVF benefits, risks, procedures, and expected outcomes.D. Manpower Management- Ensure adequate hiring aligned with manpower planning. - Set performance expectations and evaluate staff performance. - Track centre performance and share updates with management. - Conduct monthly, quarterly, and annual performance reviews. - Prepare duty rosters and rotate staff across departments (IPD/OPD/OT). - Support HR in addressing attrition and enhancing employee engagement. - Ensure staff multitasking capabilities during emergencies (e.g., coordinators assisting with scanning or pharmacy tasks). - Manage outsourced staff to ensure smooth operations.E. Business Development- Drive the growth of centre business. - Achieve monthly, quarterly, and annual booking targets. - Convert OPD patients into treatment bookings through appropriate counselling and follow-up.F. Event Management- Organize corporate, social, health-related, and promotional events. - Conduct internal patient engagement activities (e.g., Peda events).G. Monitoring & Auditing- Oversee pharmacy stock audits. - Monitor staff performance and conduct performance evaluations.H. Training & Development- Conduct staff training and development programs. - Nominate RMOs and staff for IVF training and other skill-enhancement programs.I. Accreditation & Certifications- Implement and monitor standards for NABH, QAI, ISO, and similar certifications. - Ensure adherence to manuals, policies, and quality protocols.J. Asset Management- Act as custodian of centre assets—clinical and non-clinical. - Ensure proper asset tagging and maintenance. - Conduct regular asset audits for functionality and safety. - Manage AMC, warranties, and repairs with Head Office support.K. Financial Management- Develop the annual budget in coordination with the finance team. - Manage centre budgets, expenditures, and reimbursements. - Optimize costs while maintaining quality care. - Monitor budget utilization and address variances. - Oversee billing processes and financial reporting. - Ensure timely patient refunds in case of unsuccessful treatments.Qualifications & Requirements- Preferably MBBS, BDS, BAMH, BHMS, or bachelor's degree in any field. - Master's degree in Healthcare Administration, Business Administration, or related discipline. - 5–6 years of experience in healthcare management; fertility clinic experience preferred. - Strong communication, leadership, interpersonal, and problem-solving skills. - Proficiency in medical record systems, financial software, and Microsoft Office Suite. - Ability to multitask and work with clinical, technical, and administrative staff. - Understanding of fertility treatments and patient emotional support needs. - Strong knowledge of hospital operations, staffing, budgeting, and administrative principles. - Language proficiency: English, Hindi, Marathi (or regional language as applicable). - Gender Preference: Female.

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