Cluster HEad/ Centre Head- IVF Only

YANA IVF & FERTILITY CENTREJOB DESCRIPTION – CENTRE HEADPosition

Centre Head – IVF & Fertility Centre

Department

Centre Operations / Administration

Reporting To

Cluster Head / Head – Operations / Management

Location

Nagercoil | Sasthamkotta | Punalur | Ernakulam
(As per business requirement)

Experience

Minimum 5–8 years of relevant experience, preferably in IVF, Fertility, Hospital or Healthcare Operations.

IVF / Fertility Centre experience is mandatory/preferred for this position.

Joining

Immediate Joiners Preferred

1. JOB PURPOSE

The Centre Head will have overall responsibility for the business performance, operational efficiency, patient experience, team productivity, revenue generation, cost control, compliance and day-to-day functioning of the IVF/Fertility Centre.

The position requires a strong combination of healthcare operations, IVF centre management, team leadership, patient relationship management, business development and revenue management.

The Centre Head will be responsible for ensuring that the centre achieves its monthly and annual targets while maintaining high standards of patient care, clinical coordination, service quality and regulatory compliance.

2. KEY RESPONSIBILITIESA. Overall Centre Management

• Take complete responsibility for the day-to-day functioning of the centre.
• Ensure smooth coordination between:
• Doctors
• Embryologists
• IVF counsellors
• Nursing team
• Front office
• Telecalling team
• Pharmacy
• Laboratory
• Billing/accounts
• Marketing/PRO
• Housekeeping and support staff.
• Ensure that all departments function according to approved SOPs.
• Monitor centre productivity and identify operational gaps.
• Conduct regular departmental review meetings.
• Ensure effective coordination between the centre and corporate/central teams.
• Escalate operational, financial, clinical-support and staffing issues to management on time.

3. REVENUE & BUSINESS PERFORMANCE

The Centre Head will be accountable for achieving the centre's approved business targets.

Responsibilities include:

• Achieve monthly centre revenue targets.
• Monitor:
• OP revenue
• IP revenue
• IVF revenue
• Pharmacy revenue
• Laboratory revenue
• Procedure revenue
• Other service revenue.
• Monitor daily collection against target.
• Review centre-wise revenue performance.
• Track revenue leakage and take corrective action.
• Monitor outstanding receivables.
• Ensure timely billing and collection.
• Improve average revenue per patient.
• Identify opportunities for increasing IVF conversions and other high-value procedures.
• Prepare and submit monthly performance reports.

4. IVF PATIENT CONVERSION

The Centre Head will play a key role in improving the complete IVF patient journey.

Monitor:

Lead → Appointment → Footfall → Consultation → Counselling → Conversion → IVF Start → Completion

Responsibilities:

• Monitor new patient enquiries.
• Monitor appointments and actual footfall.
• Review IVF counselling numbers.
• Review counselling-to-conversion percentage.
• Monitor IVF starts.
• Identify reasons for patient dropouts.
• Ensure systematic follow-up of undecided patients.
• Review postponed cases.
• Ensure proper patient tagging and ownership.
• Work with counsellors to improve conversion.
• Coordinate with doctors and embryology teams to ensure smooth treatment initiation.
• Monitor patient feedback and complaints.

5. PATIENT EXPERIENCE

• Ensure every patient receives professional, respectful and timely service.
• Monitor waiting time and patient movement.
• Ensure proper communication with patients and attendants.
• Address patient complaints promptly.
• Conduct patient feedback reviews.
• Monitor online reviews and patient satisfaction.
• Ensure proper follow-up after consultation and procedures.
• Maintain confidentiality of patient information.
• Ensure that patient-related issues are escalated appropriately.

6. TEAM MANAGEMENT

The Centre Head will be responsible for the productivity and discipline of the centre team.

Responsibilities:

• Allocate duties and responsibilities.
• Monitor attendance and punctuality.
• Conduct daily/weekly team reviews.
• Set individual and departmental targets.
• Monitor employee productivity.
• Identify training requirements.
• Coach low-performing employees.
• Recognize high performers.
• Coordinate recruitment requirements with HR.
• Participate in interviews where required.
• Ensure proper onboarding of new employees.
• Handle disciplinary and behavioural issues in coordination with HR.
• Maintain effective communication between management and employees.

7. COUNSELLING TEAM MANAGEMENT

• Monitor counsellor-wise enquiries.
• Review daily counselling numbers.
• Monitor counselling conversion.
• Track pending follow-ups.
• Review lost/dropout patients.
• Ensure follow-up calls are completed within defined timelines.
• Review reasons for non-conversion.
• Conduct daily/weekly counselling reviews.
• Ensure proper documentation in the patient/CRM system.
• Coordinate with central counselling and telecalling teams.
• Improve counsellor productivity through training and coaching.

8. MARKETING & BUSINESS DEVELOPMENT

The Centre Head will work closely with the Marketing/Business Development team to generate new patient opportunities.

Responsibilities:

• Develop local referral networks.
• Strengthen doctor referral relationships.
• Monitor marketing activities.
• Coordinate camps and awareness programmes.
• Identify corporate/B2B opportunities.
• Build relationships with:
• Gynaecologists
• General physicians
• Hospitals
• Clinics
• Diagnostic centres
• Health professionals
• Community organizations.
• Monitor digital and offline lead generation.
• Review marketing ROI.
• Ensure proper follow-up of marketing-generated leads.
• Support local brand-building initiatives.

9. DOCTOR

Pay: ₹35,000.00 - ₹1,600,000.00 per month

Work Location: In person