Assistant Manager | Operations | Birla Fertility & IVF - Kannur

CK Birla Healthcare; Kannur; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Birla Fertility & IVF (A Unit of CK Birla Healthcare Pvt. Ltd.) in Kannur, Kerala, is seeking an Assistant Manager, Operations to lead front office operations and drive patient experience.

You will implement SOPs, manage a small team, and coordinate with multiple support functions to ensure seamless service across receptions, billing, CRM, pharmacy and OPD. The role requires a graduate or postgraduate qualification with 5+ years of administration experience in medical settings, including

Qualifications

• 5+ years of admin management in fertility clinics, day-care centres, or hospitals.
• At least 2 years in P&L, revenue generation and counselling for centre/hospital.
• Managed a team of 4–5 people and trained staff.

Responsibilities

• Document and implement front office SOPs to deliver exceptional patient service.
• Gather periodic feedback from visitors and patients; define improvement actions.
• Address patient and visitor escalations promptly and resolve problems.
• Maintain patient records per protocol; ensure secure storage and sharing.
• Ensure staff training and adherence to safety protocols.
• Oversee day-to-day unit operations and staff duties.
• Monitor revenue targets and minimize leakage.
• Manage vendor relationships (F&B, Lab, security, housekeeping, laundry).
• Ensure Hygiene and KPI standards.

Skills

Team leadership

Front office management

Client counselling

Training

Education

Graduate/Post Graduate

Job description

Dear Candidates,

Greeting from Birla Fertility & IVF (A Unit of CK Birla Healthcare Pvt. Ltd.). We are looking to hire Assistant Manager, Operations.

Minimum Education: Graduate/Post Graduation

Locations: Kannur, Kerala

Salary: As per company standard.

Pre-requisites for consideration of candidature:

• 5+ years of experience in managing administration for a full unit / multiple units in reputed Fertility Clinic or Day-care Centre or Hospital.
• Should have worked minimum 2 years on P&L, Revenue Generations & Conversion/Counselling for centre/hospital - Mandatory.
• Should have handled a team of at least 4-5 members and be proficient in training

Role Summary: Responsible to ensure a well administered center overall and deliver unparalleled level of patient care and service levels at customer touchpoints across the center Receptions, Billing, Call center, CRM, Pharmacy, OPD, Waiting lounge, Phlebotomy, F&B, Laundry, HK, Security (b) drive conversions and counselling.

Key Job Responsibilities:

• Document, communicate and implement all front office SOPs: including grooming and communication guidelines to deliver exceptional patient service within the facility. Monitor and ensure compliance to these processes through rigorous checks and audits.
• Gather periodic feedback on the quality of front office service from visitors, patients and their families & define action plan to improve the same.
• Solve patient problems: attend to all patient and visitor escalations promptly. Identify the causes behind problems and offer solutions that can help address the problem within the shortest duration.
• Store patient information and records as per protocol: ensure that all information is recorded, stored and shared accurately and safely.
• Ensure patient safety: implement all emergency and code related protocols in the department. Ensure that staff are aware of their roles and trained to perform them well.
• Complete all managerial responsibilities towards staff: delegate duties to staff to support the day-to-day operations of the unit and enable them to perform their responsibilities towards patients.
• Maintain staff discipline and professionalism.
• Ensure business targets of conversion and counselling are met, keep a strong vigil on revenue leakage.
• Manage donor agencies, surrogacy agencies, regulatory compliance of the center.
• Day to day issues and management of F&B vendor, Lab vendor, security agency, Housekeeping and Laundry agency to ensure timely execution and quality of service.
• Ensure Hygiene and upkeep of the center as per defined KPI / standards.

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Regards,

Team HR

Amrutha C