Operations Manager

Job Responsibilities

1. Strategic Responsibilities

• Support Centre Managers in preparing the Annual Operating Plan and performance standards for the center.
  
• Collaborate with Regional Heads and Corporate teams to align operational plans with the organizations strategic goals.
  
• Ensure effective utilization of resources to achieve quality patient care and strong doctor engagement.
  

2. Operational Responsibilities

• Provide patients and their families with detailed information about treatment procedures, including protocols for successful and unsuccessful IVF cases.
  
• Monitor patient progress and update referring OB-GYN specialists at regular intervals.
  
• Strengthen referral engagement by directing successfully treated IVF patients back to the referring specialists.
  
• Oversee IVF-related clinical processes such as semen/ovum collection, storage, fertilization, implantation, and related procedures to ensure adherence to high-quality standards.
  
• Ensure timely, accurate, and legible documentation by all clinical staff, including consultants, RMOs, nurses, embryologists, and others involved in patient care.
  
• Maintain high standards of hygiene and cleanliness to reduce hospital-acquired infections.
  
• Ensure proper safekeeping and availability of medical records for audits and reference purposes.
  
• Maintain a database of patient referrals, walk-ins, success rates, failure cases, and reasons for failure; submit updates to the Medical Director.
  
• Manage the patient feedback and response system to promptly address concerns and improve service quality.
  
• Oversee medical waste management and ensure compliance with regulatory standards.
  
• Uphold ethical medical practices across the center at all times.
  
• Interact with patients and attendants to build trust and long-term relationships.
  
• Act as the second-level escalation point for operational issues and coordinate with relevant stakeholders to resolve them.
  

3. Financial Responsibilities

• Assist Center Heads and Finance teams in preparing the annual budget.
  
• Coordinate with Finance for timely refunds to patients in cases of unsuccessful treatment.
  

4. People Responsibilities

• Ensure hiring of the right number and quality of manpower as per the manpower plan.
  
• Support HR in addressing critical attrition issues and improving employee engagement at the center.
  
• Oversee duty rosters for optimal utilization of manpower and smooth functioning of operations.
  
• Manage outsourced staff to ensure seamless operations within the center.
  

5. Key Result Areas (KRAs)

• Patient Satisfaction Index
  
• Time taken to resolve patient complaints
  
• Overall contribution and performance of the center