Centre Operations Manager (Nashik)

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

Job summary

Indira Ivf Hospital in Nashik seeks a Centre Operations Manager to lead daily operations, drive revenue growth, and enhance patient experience. You will collaborate with Centre Heads, pharmacists, and doctors to optimize performance, implement action plans, and ensure high-quality service.

Responsibilities include coordinating with head office functions, training staff, and improving digital presence and NPS.

Responsibilities

• Conduct regular reviews with Centre Heads to analyze footfalls, conversion rates, and business performance; develop and implement action plans to improve these metrics.
• Collaborate with Centre Heads to drive revenue growth, profitability, and overall business growth for the centre.
• Coordinate with pharmacists and doctors to improve prescription-to-sale ratio of pharmacy products and enhance pharmacy revenue.
• Strengthen counselling programs by supporting patient counsellors to improve engagement and treatment outcomes.
• Monitor Centre Telecallers and plan communications for new patients, lost-to-follow-up patients, ANC patients, and campaigns.
• Identify opportunities to enhance patient experience and partner with Corporate Patient Experience to train receptionists and floor managers.
• Drive centre performance, productivity, engagement, and a positive work culture while upholding values and standards.
• Coordinate with Head Office stakeholders (Operations, IT, Embryology, Biomedical, and support teams) to resolve operational challenges and ensure seamless centre operations.
• Ensure adequate manpower in line with staffing structure and business needs.
• Oversee induction and training of new recruits for smooth onboarding and adherence to processes.
• Work with B2B Sales to ensure adherence to business models and SOPs, back-referrals, collect feedback, and organise retail camps with Retail Engagement.
• Track competitor activities and market trends to strengthen B2C marketing with Corporate Marketing.
• Enhance the centre’s digital presence by improving social media engagement, patient awareness, and online reputation management.
• Implement management directives, policies, and strategic initiatives to achieve business, operational, and patient-satisfaction goals.

Job description

We are looking for Centre Operations Manager for Nashik 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.