Center Manager

1. ABOUT THE ORGANIZATION

1.1 Company Overview

At Progenesis IVF, we are committed to transforming lives by providing advanced fertility treatment solutions. Since our establishment in 2014, we have been focused on delivering ethical, transparent, and patient-centric fertility care. Our mission is to provide clinical excellence combined with emotional and psychological support to couples facing infertility challenges.

We strive to be the most trusted fertility care provider through innovation, technology integration, ethical medical practices, and compassionate care delivery.

Website: www.progenesisivf.com

1.2 Vision

To be the most trusted and successful fertility treatment provider by delivering world-class reproductive healthcare services.

1.3 Mission

To ensure a seamless, ethical, and scientifically advanced fertility journey for patients while maintaining excellence in clinical outcomes and patient satisfaction.

1.4 Core Values

• Patient First Approach
• Integrity and Ethical Practices
• Clinical Excellence
• Innovation and Technology
• Teamwork and Accountability
• Continuous Learning and Development

2. POSITION SUMMARY

The Center Manager is responsible for the overall administration, operations, clinical coordination, patient satisfaction, compliance adherence, manpower management, and business growth of the assigned fertility center. The role involves managing the centers Profit & Loss (P&L), ensuring compliance with regulatory standards, and facilitating collaboration between medical, administrative, and support teams.

The incumbent shall ensure smooth day-to-day operations while maintaining high standards of patient care, safety, hygiene, documentation, and ethical medical practices.

3. JOB OBJECTIVES

The primary objectives of the Center Manager include:

• Ensuring efficient operational functioning of the fertility center.
• Driving business growth and achieving financial targets.
• Maintaining high-quality clinical and administrative standards.
• Enhancing patient satisfaction and engagement.
• Managing manpower, performance monitoring, and training initiatives.
• Strengthening referral networks and brand visibility.
• Ensuring regulatory and accreditation compliance.

4. KEY FUNCTIONAL RESPONSIBILITIES

A. OPERATIONAL MANAGEMENT

4.1 Overall Center Administration

• Manage daily operational workflow across all departments.
• Ensure uninterrupted functioning of OPD, IPD, OT, IVF Lab, Pharmacy, and Support Services.
• Develop operational policies aligned with company standards.
• Ensure adherence to Standard Operating Procedures (SOPs).
• Monitor interdepartmental coordination.

4.2 Financial Performance and Target Achievement

• Develop and execute financial strategies.
• Monitor revenue generation and cost control.
• Drive conversion ratios from OPD consultations to treatment bookings.
• Review pricing strategies and package utilization.
• Conduct variance analysis for financial performance.

4.3 Floor and Workflow Management

• Monitor patient flow and minimize waiting time.
• Ensure smooth coordination between consultants, nurses, coordinators, and lab teams.
• Resolve real-time operational bottlenecks.

4.4 Clinical Process Monitoring

• Ensure compliance with IVF clinical protocols including:
• Ovum retrieval
• Semen collection and storage
• Fertilization procedures
• Embryo culture and implantation
• Monitor clinical documentation accuracy.

4.5 Hygiene and Infection Control

• Ensure strict adherence to sterilization protocols.
• Monitor housekeeping standards.
• Implement infection control policies.
• Conduct regular hygiene audits.

4.6 Documentation and Record Management

• Ensure accurate and timely maintenance of patient records.
• Oversee data storage confidentiality.
• Facilitate clinical and administrative audits.
• Maintain legal documentation compliance.

4.7 Equipment and Infrastructure Management

• Monitor maintenance schedules for medical equipment.
• Coordinate AMC and warranty renewals.
• Maintain asset registers.
• Ensure calibration and validation compliance.

4.8 Vendor and Inventory Management

• Oversee procurement and vendor negotiations.
• Monitor stock levels and consumption patterns.
• Ensure availability of critical consumables.

B. QUALITY AND COMPLIANCE MANAGEMENT

4.9 Accreditation and Regulatory Compliance

• Implement NABH, NABL, ISO, and QAI standards.
• Ensure compliance with state and national healthcare regulations.
• Maintain license renewals and compliance documentation.

4.10 Quality Assurance Programs

• Conduct internal audits.
• Implement corrective and preventive actions.
• Monitor patient safety indicators.

C. PATIENT EXPERIENCE MANAGEMENT

4.11 Patient Relationship Management

• Ensure high patient satisfaction levels.
• Manage grievance redressal mechanisms.
• Conduct patient counselling sessions when required.

4.12 Financial Counselling

• Educate patients regarding treatment costs.
• Explain payment structures and refund policies.
• Support ethical and transparent communication.

4.13 Emotional Support Systems

• Ensure empathetic patient handling.
• Monitor counselling effectiveness.

D. BUSINESS DEVELOPMENT AND MARKETING SUPPORT

4.14 Business Expansion

• Achieve revenue targets.
• Monitor conversion rates.
• Develop referral doctor networks.

4.15 Marketing Collaboration

• Support marketing campaigns.
• Participate in awareness programs.
• Strengthen brand presence locally.

E. HUMAN RESOURCE AND MANPOWER MANAGEMENT

4.16 Workforce Planning

• Identify manpower requirements.
• Participate in recruitment and onboarding.

4.17 Performance Management

• Conduct performance appraisals.
• Set performance goals.
• Monitor productivity indicators.

4.18 Staff Engagement and Development

• Conduct regular training programs.
• Address employee grievances.
• Promote teamwork and collaboration.

4.19 Duty Roster and Rotation Management

• Ensure balanced staffing schedules.
• Facilitate cross-departmental rotations.

F. DATA MANAGEMENT AND REPORTING

4.20 Reporting Responsibilities

• Submit daily, weekly, monthly, and annual reports.
• Maintain reporting through HIMS, Google Sheets, and manual records.
• Monitor KPIs related to operations, clinical outcomes, and finance.

G. EVENT AND COMMUNITY OUTREACH MANAGEMENT

4.21 Event Planning

• Organize awareness programs.
• Manage promotional and patient engagement events.
• Conduct in-house celebratory patient events.

H. MONITORING AND AUDITING

4.22 Internal Audits

• Conduct pharmacy audits.
• Monitor departmental performance.
• Ensure compliance with policies.

I. TRAINING AND DEVELOPMENT

4.23 Staff Skill Development

• Conduct regular training sessions.
• Nominate staff for external training.
• Evaluate training effectiveness.

J. ASSET MANAGEMENT

4.24 Asset Control and Maintenance

• Maintain asset inventory.
• Ensure preventive maintenance.
• Conduct periodic asset audits.

K. FINANCIAL MANAGEMENT

4.25 Budget Planning

• Develop annual budgets.
• Monitor financial performance.
• Control operational expenses.

4.26 Billing and Revenue Monitoring

• Oversee billing accuracy.
• Monitor reimbursement processing.
• Ensure timely refunds.

5. KEY PERFORMANCE INDICATORS (KPIs)

• Revenue Target Achievement
• Patient Satisfaction Scores
• OPD to Booking Conversion Ratio
• Employee Retention Rate
• Compliance Audit Scores
• Infection Control Metrics
• Inventory Optimization
• Equipment Downtime Reduction

6. DECISION MAKING AUTHORITY

• Operational workflow decisions
• Resource allocation
• Staff scheduling
• Vendor coordination
• Patient service resolution

7. WORKING RELATIONSHIPS

Internal Stakeholders

• Medical Directors
• IVF Consultants
• Embryologists
• Nursing Staff
• Finance Department
• Marketing Team
• HR Department

External Stakeholders

• Referral Doctors
• Vendors
• Accreditation Bodies
• Patients and Families

8. QUALIFICATIONS

Mandatory

• MBBS / BDS / BAMS / BHMS / Bachelors Degree

Preferred

• Masters Degree in Healthcare Administration or MBA Hospital Management

9. EXPERIENCE

• Minimum 5 to 6 years in healthcare operations
• Experience in fertility or multi-specialty hospital preferred

10. TECHNICAL COMPETENCIES

• Hospital Operations Management
• Financial Planning
• Clinical Coordination
• Accreditation Knowledge
• Healthcare Regulations Understanding
• Medical Documentation Systems
• Data Analytics and Reporting

11. BEHAVIOURAL COMPETENCIES

• Leadership Excellence
• Emotional Intelligence
• Conflict Resolution Skills
• Strategic Thinking
• Decision Making Ability
• Patient Centric Mindset
• Ethical Conduct

12. LANGUAGE REQUIREMENTS

• English
• Hindi
• Marathi (For Maharashtra)
• Regional Language (If applicable)

13. WORKING CONDITIONS

• Healthcare Environment
• High patient interaction
• Requires multi-tasking
• May involve extended working hours during emergencies

14. CAREER PROGRESSION

• Senior Center Manager
• Regional Operations Manager
• General Manager Operations

15. PERFORMANCE REVIEW

Performance will be evaluated based on:

• Business Growth
• Operational Efficiency
• Clinical Coordination
• Patient Experience
• Staff Engagement
• Compliance Score

16. ETHICAL AND LEGAL RESPONSIBILITIES

The Center Manager must ensure:

• Ethical medical practices
• Confidentiality of patient information
• Compliance with legal healthcare regulations
• Transparent patient communication

17. RISK MANAGEMENT RESPONSIBILITIES

• Identify operational risks
• Implement mitigation strategies
• Ensure patient safety protocols
• Report incidents promptly

18. TECHNOLOGY AND DIGITAL RESPONSIBILITIES

• Ensure HIMS utilization
• Monitor data accuracy
• Implement digital reporting systems
• Support telemedicine initiatives

19. CONTINUOUS IMPROVEMENT

The Center Manager must actively participate in:

• Process improvement initiatives
• Technology adoption
• Clinical innovation support
• Patient experience enhancement