Progenesis - Center Manager

Job Description - Center Manager

Reporting To: COO

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: www.progenesisivf.com

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 bachelors degree.

- Masters 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