Center Manager

Gunjan Ivf World; Delhi, Meerut; On-site; INR 900,000 - 1,800,000; Full time

Job summary

Gunjan IVF World invites an experienced Centre Manager to oversee overall IVF centre functioning from Janakpuri, Delhi, and Meerut. The role drives revenue growth, excellent patient experience, regulatory compliance, and strong team leadership.

You will manage operations, referrals, inventory, and MIS reporting while ensuring high service standards and a patient-centric culture across departments.

Qualifications

• Graduate/Postgraduate in Hospital Administration, Healthcare Management, Business Administration, or a relevant field.
• 5–8 years of experience in hospital/healthcare operations, preferably with IVF or fertility centres.
• Prior experience in centre management, revenue generation, patient relationship management, and team leadership.
• Strong understanding of healthcare operations, regulatory compliance, MIS, and business performance monitoring.

Responsibilities

• Achieve monthly and annual revenue targets as per budget.
• Improve patient conversion, same-day bookings, multi-cycle package sales, and ARPU.
• Monitor OPU pendency, donor cycle timelines, cost per OPU/ET, billing accuracy, and collections.
• Prevent revenue leakage and ensure timely billing and collections.
• Ensure high patient satisfaction (PSAT/NPS) and a seamless patient journey.
• Monitor waiting time, feedback collection, Google reviews, and video testimonials.
• Ensure all new patients are attended to and complaints are resolved within SLAs.
• Implement patient experience initiatives and service improvement measures.
• Ensure smooth daily operations, appointment management, walk-in conversion, and follow-up of prospective patients.
• Maintain complete MRD documentation and reduce no-shows and loss to follow-up.
• Plan local marketing, BTL campaigns, and competitor benchmarking.
• Review centre performance through MIS reports.
• Build and maintain relationships with referral doctors, clinics, and healthcare partners.
• Conduct regular referral doctor meetings and coordinate referral OPDs.
• Achieve referral patient, IVF booking, and revenue contribution targets.
• Identify new business opportunities to strengthen market presence.
• Maintain optimum inventory levels and ensure stock availability.
• Conduct monthly inventory audits and monitor expiry, wastage, and stock-outs.
• Ensure pharmacy prescription conversion, stock accuracy, and cost control.
• Ensure compliance with PCPNDT, BMW, licensing, and statutory requirements.
• Monitor preventive maintenance (PPM), facility upkeep, equipment readiness, and vendor SLA compliance.
• Maintain a safe, clean, and patient-friendly environment.
• Manage staffing, attendance, leave planning, employee retention, and team performance.
• Conduct regular team meetings, performance reviews, and training programs.
• Define responsibilities, monitor KPIs, and drive accountability across departments.
• Promote teamwork, discipline, and a patient-centric work culture.

Skills

Leadership

Business development

Patient relationship management

Analytical reporting

Communication and negotiation

Planning and regulatory compliance

Education

Graduate/Postgraduate in Hospital Administration/Healthcare Management/Business Administration

Job description

JOB DESCRIPTION CENTER MANAGER

Department: Centre Operations

Location: Janakpuri, Delhi // Kutchery Road, Meerut

Reporting To: Management / Operations Head

Organization: Gunjan IVF World

Job Purpose

To oversee the overall functioning of the IVF Centre, ensuring revenue growth, operational efficiency, excellent patient experience, regulatory compliance, referral network development, inventory control, and effective team management.

Key Responsibilities

1. Revenue & Business Growth

• Achieve monthly and annual revenue targets as per budget.
• Improve patient conversion, same-day bookings, multi-cycle package sales, and average revenue per patient (ARPU).
• Monitor OPU pendency, donor cycle timelines, cost per OPU/ET, billing accuracy, and outstanding collections.
• Prevent revenue leakage and ensure timely billing and collections.

2. Patient Experience & Service Excellence

• Ensure high patient satisfaction (PSAT/NPS) and a seamless patient journey.
• Monitor patient waiting time, feedback collection, Google reviews, and video testimonials.
• Ensure all new patients are attended to and complaints are resolved within defined SLAs.
• Implement patient experience initiatives and service improvement measures.

3. Centre Operations & Performance Monitoring

• Ensure smooth daily operations, appointment management, walk-in conversion, and follow-up of prospective patients.
• Maintain complete medical records documentation (MRD) and reduce patient no-shows and loss to follow-up.
• Plan local marketing, BTL campaigns, and competitor benchmarking.
• Review centre performance through daily, weekly, and monthly MIS reports.

4. Referral Doctor & Business Development

• Build and maintain strong relationships with referral doctors, clinics, and healthcare partners.
• Conduct regular referral doctor meetings and coordinate referral OPDs.
• Achieve referral patient, IVF booking, and revenue contribution targets.
• Identify new business opportunities to strengthen the centre's market presence.

5. Inventory & Pharmacy Management

• Maintain optimum inventory levels and ensure stock availability.
• Conduct monthly inventory audits and monitor expiry, wastage, and stock-outs.
• Ensure pharmacy prescription conversion, stock accuracy, and cost control.

6. Facility & Regulatory Compliance

• Ensure compliance with applicable PCPNDT, biomedical waste management (BMW), licensing, and statutory requirements.
• Monitor preventive maintenance (PPM), facility upkeep, equipment readiness, and vendor SLA compliance.
• Maintain a safe, clean, and patient-friendly environment.

7. Team Leadership & Management

• Manage staffing, attendance, leave planning, employee retention, and team performance.
• Conduct regular team meetings, performance reviews, and training programs.
• Define responsibilities, monitor KPIs, and drive accountability across departments.
• Promote teamwork, discipline, and a patient-centric work culture.

Key Performance Indicators (KPIs)

• Revenue achievement and profitability
• Patient conversion, ARPU, and package mix
• Patient satisfaction, NPS, and complaint resolution
• Operational efficiency and documentation compliance
• Referral doctor engagement and referral revenue
• Inventory control and pharmacy conversion
• Statutory compliance and facility maintenance
• Employee retention, training, and productivity

Required Qualifications & Experience

• Graduate/Postgraduate in Hospital Administration, Healthcare Management, Business Administration, or a relevant field.
• 5–8 years of experience in hospital/healthcare operations, preferably with IVF or fertility centres.
• Prior experience in centre management, revenue generation, patient relationship management, and team leadership.
• Strong understanding of healthcare operations, regulatory compliance, MIS, and business performance monitoring.

Required Skills

• Leadership and people management
• Business development and revenue management
• Patient relationship management
• Analytical, reporting, and problem-solving skills
• Communication, coordination, and negotiation
• Planning, execution, and regulatory compliance

Note: The Centre Manager will be accountable for achieving assigned centre-level KPIs and ensuring the overall clinical support, operational, financial, and service excellence of the IVF Centre in coordination with the medical and corporate teams.