Center Head

Dr Agarwals Eye Hospital; Bengaluru; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Dr Agarwals Eye Hospital in Bengaluru invites applications for a Center Head / Branch Manager. The role oversees hospital operations, patient experience, people leadership, revenue and quality performance for the assigned centre.

You will drive service excellence, ensure process adherence, coach counsellors and front-office teams, and coordinate with clinicians for optimal patient outcomes. Strong leadership and data-driven decision making are essential.

Qualifications

• Graduate degree in any discipline; healthcare/hospital management qualification is preferred.
• Experience in hospital/healthcare operations, with exposure to revenue, patient experience and operational performance.

Responsibilities

• Own day-to-day centre operations with focus on patient service, quality, people management and productivity.
• Drive centre revenue performance and achieve business targets through planning and execution.
• Prepare and submit daily, weekly and monthly reports, dashboards and performance summaries.

Skills

Healthcare ops leadership

Patient-centric service

Revenue management

People leadership

Data-driven review

Communication

Conflict resolution

SOP discipline

Planning & reporting

Ownership & accountability

Education

Graduate degree (any discipline)

Healthcare/hospital mgmt qualification preferred

Job description

Dr AGARWALS EYE HOSPITAL

JOB DESCRIPTION CENTER HEAD

Hospital Operations | Patient Experience | People | Revenue | Quality

Center Head / Branch Manager

• Hospital / Clinical Operations
• Regional / Cluster Leadership
• Assigned Hospital / Centre
• Position
• Department
• Reporting To
• Location
• Full-time | Operations Leadership

Role Type

Role Purpose

The Center Head is responsible for the overall operational, financial, patient experience, people and quality performance of the assigned hospital/centre. The role will ensure smooth day-to-day functioning, drive revenue and productivity, strengthen service excellence, maintain process adherence, and build a high-performing team while ensuring patient safety and satisfaction.

Key Responsibilities

• Ensure smooth functioning of all healthcare and support operations of the assigned hospital/centre.
• Own day-to-day centre operations with focus on patient service, quality, people management, productivity and process adherence.
• Take ownership of centre revenue performance and drive achievement of business targets through effective planning and execution.
• Track branch/centre performance through daily, weekly and monthly dashboards, identify gaps and implement corrective actions.
• Ensure high levels of patient satisfaction and service quality across all patient touchpoints.
• Monitor credit billing status, including timely submission and closure of pending ALs and bills, and coordinate with relevant stakeholders for resolution.
• Review counsellor performance daily, including Advise vs. Converted / Counselled metrics, and identify opportunities for improvement.
• Conduct structured weekly and monthly performance reviews with Counsellors, Floor Managers and Patient Care Associates (PCA).
• Prepare and submit accurate daily, weekly and monthly operational/business reports to management, including performance summaries and explanations for key variances.
• Provide on-the-job coaching and training to Counsellors and Patient Care Associates to improve patient handling, counselling effectiveness, conversion and service quality.
• Conduct random counselling audits to assess quality, accuracy, process adherence and patient-centricity.
• Conduct random patient calls for post-operative patients, general patients and emergency cases to understand experience, resolve concerns and strengthen patient relationships.
• Work closely with doctors to align on targets, high-value cases, procedures, patient requirements and opportunities to improve clinical-business coordination.
• Coordinate effectively with surgeons and other clinical stakeholders to ensure smooth scheduling, communication, patient flow and procedural execution.
• Personally attend to patient complaints within the assigned zone/centre, ensure timely resolution and maintain a strong patient-first approach.
• Prepare monthly tour plans/field plans as required and submit them for approval; ensure planned activities are executed and documented.
• Maintain daily and monthly reports with concise summaries of centre/area performance, key achievements, gaps, actions and support required.
• Define, implement and continuously improve Standard Operating Procedures (SOPs) to deliver consistent service excellence and operational discipline.

Ensure compliance with organizational policies, statutory requirements, clinical/operational protocols, safety standards and audit requirements.

Identify operational risks, elevate critical issues promptly and ensure timely closure of action items.

Build a culture of accountability, teamwork, continuous learning and patient-first service across the centre.

Key Performance Areas (KPIs)

KPI Area

Indicative Measures

Achievement of revenue targets, procedure mix, productivity and growth

Patient satisfaction, complaint resolution, service quality and feedback

Advise-to-counsellor and advise-to-converted performance

Process adherence, patient flow, turnaround time and SOP compliance

Credit billing ageing, pending AL/bill submission and closure

Team productivity, coaching, OJT, reviews and performance improvement

Doctor/surgeon coordination and smooth execution of planned procedures

Accuracy and timeliness of dashboards, reviews and management reports

Centre Revenue & Growth

Patient Experience

Counselling & Conversion

Operational Excellence

Billing & Collections

People & Capability

Clinical Coordination

Reporting & Governance

Key Stakeholder Interfaces

• Doctors and Surgeons
• Counsellors and Floor Managers
• Patient Care Associates (PCA)
• Finance / Billing / Collections Teams
• Regional / Cluster Leadership
• Patients and Attenders
• Support and Administration Teams

Desired Competencies

• Healthcare operations leadership
• Patient-centric service orientation
• Revenue and performance management
• People leadership, coaching and team development
• Data-driven review and problem solving
• Communication and stakeholder management
• Complaint handling and conflict resolution
• Process discipline and SOP implementation
• Planning, execution and reporting
• Ownership, integrity and accountability

Preferred Qualifications & Experience

Education: Graduate degree in any discipline; healthcare/hospital management qualification is preferred.

Experience: Relevant experience in hospital, healthcare, eye-care, clinic or service operations, with demonstrated exposure

to

team

handling,

revenue,

patient

experience

and

operational

performance.

Leadership: Experience managing cross-functional teams and working with clinicians, counsellors and front-office/patient-care teams is preferred.

Role Expectations

• Demonstrate visible ownership of centre performance and patient experience.
• Use data and regular reviews to identify gaps and drive measurable improvements.
• Maintain strong collaboration between clinical, counselling, patient-care and support functions.
• Ensure issues are resolved with urgency and that commitments are followed through.

Responsibilities may be modified or expanded based on business requirements and organizational necessity.

Dr Agarwals Eye Hospital | Center Head Job Description