Center Manager

Position: Center Manager
Department: Operations / Administration
Location: Uniscans & Labs Diagnostic Centre
Reporting To: General Manager / Operations Head
Experience: 5–8 years in diagnostic centre, hospital, healthcare, or service operations
Employment Type: Full-time

Job Purpose

The Center Manager will be responsible for the overall operations, revenue, patient experience, staff management, quality, and administrative functioning of the assigned Uniscans & Labs center. The role requires strong leadership and coordination skills to ensure smooth day-to-day operations and achievement of business targets.

Key Responsibilities

1. Center Operations

• Manage the complete day-to-day operations of the diagnostic center.
• Ensure smooth functioning of reception, sample collection, laboratory, radiology, billing, and patient-care activities.
• Monitor patient flow and minimize waiting time.
• Ensure all equipment, facilities, and essential supplies are available and functional.
• Coordinate with central/support departments for operational requirements.

2. Team Management

• Supervise and coordinate all center employees.
• Prepare and monitor staff schedules and shift rosters.
• Ensure punctuality, attendance, discipline, and professional conduct.
• Identify staffing requirements and coordinate with HR for recruitment.
• Conduct regular team meetings and performance reviews.
• Train and motivate employees to improve productivity and service quality.

3. Business & Revenue Management

• Achieve monthly center revenue and business targets.
• Monitor daily collection, billing, revenue, and outstanding payments.
• Identify opportunities to increase patient footfall and revenue.
• Coordinate with the marketing/corporate team for promotional activities and business development.
• Develop relationships with doctors, corporates, hospitals, and referral partners where applicable.
• Monitor performance against monthly targets and prepare action plans for gaps.

4. Patient Experience

• Ensure excellent patient service and professional communication.
• Handle patient complaints and resolve issues promptly.
• Monitor patient feedback and implement corrective actions.
• Ensure proper coordination between reception, technicians, doctors, and other departments.
• Maintain a patient-friendly environment throughout the center.

5. Quality & Compliance

• Ensure compliance with company SOPs, laboratory and radiology protocols, and applicable statutory requirements.
• Maintain proper documentation and records.
• Coordinate internal audits and inspections.
• Ensure adherence to safety, hygiene, infection-control, and quality standards.
• Report operational incidents and implement corrective/preventive actions.

6. Inventory & Cost Control

• Monitor inventory of reagents, consumables, stationery, and other center requirements.
• Coordinate with the Purchase/Stores department for timely replenishment.
• Prevent wastage, expiry, pilferage, and unnecessary expenses.
• Monitor operational costs and maintain cost efficiency.

7. Coordination & Reporting

• Prepare and submit daily, weekly, and monthly center performance reports.

• Track KPIs such as:

• Patient footfall

• Revenue

• Average billing value

• Test volumes

• Home collection numbers

• Customer complaints

• Staff attendance

• TAT adherence

• Referral/business generation

• Escalate critical operational issues to senior management.

• Coordinate with HR, Finance, Purchase, Marketing, IT, Laboratory, and Radiology teams.

Qualifications

• Bachelor's degree in Healthcare Management, Hospital Administration, Business Administration, or a related field.
• MBA/MHA/PG qualification will be an advantage.
• Experience in diagnostic centers, hospitals, or healthcare service operations preferred.

Required Skills

• Strong leadership and people-management skills.
• Excellent communication and interpersonal skills.
• Good knowledge of diagnostic center operations.
• Business development and revenue-management skills.
• Problem-solving and decision-making ability.
• Customer/patient relationship management.
• Basic knowledge of MIS, Excel, billing, and reporting.
• Ability to work under pressure and manage multiple responsibilities.