Center Manager

JOB DESCRIPTION

Experience : 5 - 7 Yrs

Location : Mumbai

Designation : Center Manager

Responsibilities

1. Operational & Clinical coordination

• Ensure 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 Excellence

• Own 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 & Growth
• Drive 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 Leadership

• Manage all centre staff including:
• Front Desk Executives
• Care Navigators
• Nurses
• Housekeeping / support staff
• Phlebotomy / 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 & Compliance

• Ensure the clinic adheres to operational SOPs, patient confidentiality, and safety protocols.
• Maintain proper documentation:
• Patient forms
• Consent forms
• Billing & receipts
• Inventory registers
• Daily procedure reports
• Ensure compliance with NABH / ISO / internal audit requirements (if applicable).

6. Billing & Financial Coordination

• Ensure 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 & Compliance

• Share daily and weekly centre performance reports including:
• OPD numbers
• Conversions
• Procedures scheduled/completed
• Pending follow-ups
• Complaints & escalations
• Staff attendance & performance
• Maintain dashboards for operational and revenue metrics.
• Responsible for compliance and ensuring MRD closing linked to all applicable laws especially ART Level 2 & PCPCNDT act

Qualifications

• 5–7 years experience in fertility, healthcare operations, clinic management, or hospital administration
• Prior experience in fertility, maternity, or premium healthcare clinics is a strong advantage
• Experience in handling high-volume cycles is a strong advantage
• Comfortable managing both staff and patients
• Confident, calm under pressure
• Strong drive + ability to get things done