Operations Manager Diagnostics Centre

Invok Hr; YSR Kadapa; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

Invok Hr is seeking an Operations Manager for a multi-modality diagnostic centre in India. You will oversee end-to-end operations across MRI, CT, mammography, X-ray, ECG, and laboratory services, ensuring smooth patient flow and top-quality care.

You will drive service excellence, manage cross-functional teams, and coordinate with biomedical, front office, and billing units. NABL compliance, staff development, and performance oversight are essential to success.

Qualifications

• Graduate/Postgraduate in Hospital/Healthcare Administration (MHA/MBA - Healthcare preferred).
• Bachelor’s in Life Sciences/Allied Health also considered.
• 5–10 years in diagnostic centre/hospital operations management, with 2–3 years supervisory experience.

Responsibilities

• Oversee daily operations across diagnostic modalities (MRI, CT, Mammography, X-ray, ECG, Laboratory).
• Ensure smooth patient flow from registration to report delivery and minimize wait times.
• Coordinate between departments to ensure seamless service delivery.
• Monitor equipment uptime and liaise with maintenance teams.
• Act as SPOC for departmental heads and resolve operational issues.
• Prepare and review operational reports (footfall, TAT, revenue, utilization).
• Drive patient experience, handle grievances, and maintain privacy and safety.
• Support business development through referrals, corporate tie-ups, and outreach.
• Define SOPs, audit processes, and drive continuous improvement.
• Ensure NABL/quality compliance and regulatory standards.
• Plan staffing and rosters; manage recruitment and performance.
• Oversee budgeting, inventory, billing coordination, and vendor relations.

Skills

Leadership

Cross-functional coordination

MIS reporting

MS Office

Communication

Healthcare operations

Education

MHA/MBA - Healthcare

Bachelor’s in Life Sciences/Allied Health

Tools

HIS/LIS/RIS systems

Job description

Position Summary

The Operations Manager is the single point of contact (SPOC) for all end-to-end operations of the diagnostics centre, encompassing MRI, CT, Mammography, X-ray, ECG, and Laboratory services. This role is responsible for ensuring smooth day-to-day functioning across all departments, delivering excellent patient care, driving business growth, maintaining quality and legal compliance (including NABL accreditation standards), and managing staffing across the centre. The Operations Manager acts as the bridge between clinical departments, administrative functions, management, and external stakeholders.

Key Responsibilities

1. Centre Operations Management (End-to-End)

• Oversee daily operations across all diagnostic modalities MRI, CT, Mammography, X-ray, ECG, and Laboratory.
• Ensure smooth patient flow from registration to report delivery, minimizing wait times and bottlenecks.
• Coordinate between departments (radiology, lab, front office, billing, housekeeping, maintenance) to ensure seamless service delivery.
• Monitor equipment uptime and liaise with biomedical/technical teams for preventive maintenance and breakdown resolution.
• Act as the single point of contact for all departmental heads, escalating and resolving operational issues promptly.
• Prepare and review daily, weekly, and monthly operational reports (footfall, TAT, revenue, equipment utilization).

2. Patient Care Services

• Ensure a high standard of patient experience across all touchpoints - registration, sample collection/scanning, waiting areas, and report collection.
• Handle patient grievances and escalations, ensuring timely and empathetic resolution.
• Monitor Turnaround Time (TAT) for reports and ensure adherence to committed timelines.
• Implement patient feedback mechanisms (surveys, NPS, complaint registers) and drive corrective actions.
• Ensure patient safety protocols, privacy (confidentiality of records/PHI), and dignity are maintained at all times.

3. Service Excellence

• Define and monitor Standard Operating Procedures (SOPs) for all departments to ensure consistency in service delivery.
• Drive initiatives to improve service quality, patient satisfaction scores, and staff productivity.
• Benchmark centre performance against industry standards and competitor centres.
• Conduct regular audits of service delivery processes and implement continuous improvement (Kaizen/CAPA) practices.
• Train and mentor staff on soft skills, service etiquette, and patient handling.

4. Business Development Activities

• Support and drive local business development initiatives - referral doctor engagement, corporate tie-ups, insurance/TPA empanelment, and camp/outreach programs.
• Build and maintain relationships with referring physicians, hospitals, corporates, and diagnostic aggregators to drive footfall.
• Monitor revenue targets, service-wise volumes, and support pricing/package strategies with management.
• Identify opportunities for new service lines, health check packages, or partnerships within the local market.
• Coordinate marketing activities (local advertising, camps, doctor meets) with the marketing team/agency.

5. Quality Compliance & NABL Accreditation

• Ensure the centre operates in compliance with NABL (National Accreditation Board for Testing and Calibration Laboratories) standards (ISO 15189 for labs, ISO/IEC 17025 where applicable) at all times.
• Own and maintain the Quality Management System (QMS): document control, internal audits, calibration schedules, proficiency testing, and management review meetings.
• Coordinate NABL assessments/surveillance audits, ensuring readiness of documentation, equipment records, and staff competency files.
• Monitor Quality Indicators (QIs) - TAT, sample rejection rate, critical value reporting, equipment calibration compliance - and drive corrective/preventive actions (CAPA).
• Ensure radiology and imaging departments follow applicable quality protocols (AERB norms for radiation safety, PCPNDT compliance for imaging where applicable).

6. Legal & Regulatory Compliance

• Ensure the centre complies with all applicable statutory and regulatory requirements, including:

Clinical Establishment Act registration/renewal

AERB (Atomic Energy Regulatory Board) licensing for X-ray, CT, and radiation-emitting equipment

PCPNDT Act compliance (for imaging modalities, especially ultrasound/mammography where applicable)

Biomedical Waste Management rules and disposal contracts

Fire safety, pollution control, and local municipal/health department licenses

Labour law compliance (staff contracts, PF/ESI, statutory registers)

• Maintain a compliance tracker/calendar for all licenses and renewals, ensuring zero lapses.
• Liaise with legal counsel, consultants, and government departments as required.
• Ensure proper documentation, consent forms, and record-keeping in line with medical-legal requirements.

7. Staffing Management

• Plan manpower requirements across departments (technologists, lab staff, front office, nursing, support staff) based on volumes and shift patterns.
• Oversee recruitment, onboarding, training, and performance management of centre staff in coordination with HR.
• Prepare duty rosters/shift schedules ensuring adequate coverage across all service hours, including emergencies.
• Conduct regular performance reviews, identify training needs, and support career development of staff.
• Manage staff discipline, attendance, leave management, and grievance handling.
• Ensure adequate staff certification/license validity (e.g., radiographer licenses, lab technician certifications).

8. Administrative & Financial Oversight

• Monitor centre-level budgets, expenses, and cost controls (consumables, inventory, utilities).
• Oversee inventory management for consumables, reagents, films, and contrast media, avoiding stock-outs or wastage.
• Coordinate with finance/billing teams to ensure accurate billing, insurance claims, and revenue reconciliation.
• Manage vendor relationships (AMC providers, consumable suppliers, housekeeping, security).

Key Skills & Competencies

• Strong leadership and cross-functional coordination skills
• In-depth knowledge of diagnostic centre operations (radiology & laboratory)
• Working knowledge of NABL/NABH standards, AERB and PCPNDT regulations
• Excellent communication, patient handling, and conflict-resolution skills
• Business acumen with exposure to healthcare business development
• Proficiency in MIS reporting, HIS/LIS/RIS systems, and MS Office
• Ability to multitask and manage a high-pressure, service-critical environment

Qualifications & Experience

Education: Graduate/Postgraduate in Hospital/Healthcare Administration (MHA/MBA - Healthcare preferred); Bachelor's in Life Sciences/Allied Health also considered.

Experience: 5-10 years in diagnostic centre/hospital operations management, with at least 2-3 years in a supervisory/managerial role.

Prior experience in a multi-modality diagnostic centre (Radiology + Laboratory) strongly preferred. Exposure to NABL accreditation processes is highly desirable.