Centre Operations Manager (Nagpur)

Indira Ivf Hospital; Nagpur District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Indira Ivf Hospital in Nagpur is seeking a Centre Operations Manager to oversee daily operations, boost patient experience, and drive revenue through collaboration with Centre Heads, pharmacists, doctors, and support teams.

You will ensure staffing, training, SOP adherence, governance, and execution of management directives to achieve business and patient satisfaction goals.

Responsibilities

• Conduct regular reviews with Centre Heads to analyze B2B and B2C footfalls, conversion rates, and business performance. Develop and implement action plans to improve these metrics.
• Collaborate closely with Centre Heads to drive initiatives focused on increasing the centre's revenue, profitability, and overall business growth.
• Work in coordination with pharmacists and doctors to improve the prescription-to-sale ratio of pharmacy products and enhance pharmacy revenue.
• Strengthen treatment, financial, and psychological counselling programs by supporting and guiding patient counsellors to improve patient engagement and treatment outcomes.
• Monitor the performance of Centre Telecallers and establish structured communication plans for new patients, lost-to-follow-up patients, ANC patients, and other campaigns as directed by management.
• Identify opportunities to enhance patient experience and partner with the Corporate Patient Experience team to develop and deliver training programs for receptionists and floor managers.
• Drive overall centre performance, employee productivity, engagement, and a positive work culture while ensuring adherence to organizational values and standards.
• Coordinate with stakeholders across Head Office functions, including Operations, IT, Embryology, Biomedical, and other support teams, to resolve operational challenges and ensure seamless centre operations.
• Ensure adequate manpower availability at all times in line with the approved centre staffing structure and business requirements.
• Oversee the induction and training of all new recruits to ensure smooth onboarding and alignment with organizational processes and standards.
• Work closely with the B2B Sales team to ensure adherence to business models and SOPs, facilitate timely back-referrals to referring doctors, gather service feedback, and organize retail camps in collaboration with the Retail Engagement Team.
• Track competitor activities, market trends, and best practices, and recommend initiatives to strengthen B2C marketing efforts in partnership with the Corporate Marketing team.
• Enhance the centre's digital presence by improving social media engagement, increasing patient awareness, and driving higher Net Promoter Score (NPS) reviews and online reputation management.
• Ensure effective implementation of management directives, operational policies, and strategic initiatives to achieve business, operational, and patient satisfaction goals.

Job description

We are looking for Centre Operations Manager for Nagpur location.

Role & responsibilities

1. Conduct regular reviews with Centre Heads to analyze B2B and B2C footfalls, conversion rates, and business performance. Develop and implement action plans to improve these metrics.
2. Collaborate closely with Centre Heads to drive initiatives focused on increasing the centre's revenue, profitability, and overall business growth.
3. Work in coordination with pharmacists and doctors to improve the prescription-to-sale ratio of pharmacy products and enhance pharmacy revenue.
4. Strengthen treatment, financial, and psychological counselling programs by supporting and guiding patient counsellors to improve patient engagement and treatment outcomes.
5. Monitor the performance of Centre Telecallers and establish structured communication plans for new patients, lost-to-follow-up patients, ANC patients, and other campaigns as directed by management.
6. Identify opportunities to enhance patient experience and partner with the Corporate Patient Experience team to develop and deliver training programs for receptionists and floor managers.
7. Drive overall centre performance, employee productivity, engagement, and a positive work culture while ensuring adherence to organizational values and standards.
8. Coordinate with stakeholders across Head Office functions, including Operations, IT, Embryology, Biomedical, and other support teams, to resolve operational challenges and ensure seamless centre operations.
9. Ensure adequate manpower availability at all times in line with the approved centre staffing structure and business requirements.
10. Oversee the induction and training of all new recruits to ensure smooth onboarding and alignment with organizational processes and standards.
11. Work closely with the B2B Sales team to ensure adherence to business models and SOPs, facilitate timely back-referrals to referring doctors, gather service feedback, and organize retail camps in collaboration with the Retail Engagement Team.
12. Track competitor activities, market trends, and best practices, and recommend initiatives to strengthen B2C marketing efforts in partnership with the Corporate Marketing team.
13. Enhance the centre's digital presence by improving social media engagement, increasing patient awareness, and driving higher Net Promoter Score (NPS) reviews and online reputation management.
14. Ensure effective implementation of management directives, operational policies, and strategic initiatives to achieve business, operational, and patient satisfaction goals.