Manager | Operations | Birla Fertility & IVF | Varanasi

CK Birla Healthcare; Varanasi; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Birla Fertility & IVF (A Unit of CK Birla Healthcare Pvt. Ltd.) in India is seeking a Manager, Operations to oversee administration across the center, ensuring excellent patient care and service levels at touchpoints within the facility.

The role requires 5+ years of administrative experience in a fertility clinic or hospital setting, with proven P&L and team management skills, and the ability to train staff and maintain high standards of operation.

Qualifications

• 5+ years of experience managing administration for a full unit or multiple units.
• 2+ years of experience in P&L, revenue generation, and conversion/counselling.
• Managed a team of at least 4-5 members and proficient in training.

Responsibilities

• Document, communicate and implement front office SOPs to deliver exceptional patient service.
• Gather periodic feedback on front office service and define action plans to improve the same.
• Attend to patient and visitor escalations promptly and provide solutions.
• Store patient information and records per protocol and ensure safe storage.
• Ensure patient safety and train staff to follow emergency protocols.
• Delegate duties to staff to support day-to-day operations of the unit.
• Maintain staff discipline and professionalism.
• Achieve business targets for conversion and counselling; monitor revenue leakage.
• Manage donor agencies, surrogacy agencies, and regulatory compliance.
• Ensure hygiene and upkeep of the center per defined KPI.

Skills

P&L management

Team leadership

Staff training

Counselling

Patient service

Education

Graduate

Job description

Dear Candidates,

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

Minimum Education: Graduate

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:

Manager, Operations is responsible to ensure a well administered center overall and deliver unparalleled level of patient care and service levels at customer touchpoints across the center.

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.
• Ensure Hygiene and upkeep of the center as per defined KPI / standards.