Manager Operations

Role & responsibilities :

Strategic

1. Prepare the Annual Operating Plan and performance standards for the center in collaboration with the Regional heads and the Corporate in line with strategic plans of the organization

Operational

1. Devise and implement action plans for achievement of financial targets of the center 2. Counsel the patients and the accompanying family members about the benefits and risks of IVF transparently to enable the conversion of appropriate cases 3. Provide with details to the patients and the accompanying family member about the formalities & procedures that will be followed in cases of successful as well as failed cases of failure. 4. Keep track of the patients progress and keep the referring OB-GYN Specialists informed at periodic intervals. 5. Facilitate the engagement of referring OB-GYN specialists by ensuring that the patients who had successful IVF are directed back to the OB-GYN specialists who referred them 6. Oversee the processes, procedures, equipments and other facilities employed in IVF and ensure highest standards are followed through in all the following - semen/Ovum collection, storage, fertilization, implantation and other related sub-processes. 7. Ensure that in cases of IVF failure the necessary formalities & policies are followed, and the agreed reimbursements are made. 8. Ensure timely, accurate and legible documentation is followed by consultants, investing doctors, RMOs, Nurses, Semenologist, embryologist and everyone concerned with patient care. 9. Ensure the maintenance of highest standards of hygiene and cleanliness in order to achieve least number of hospital acquired infections 10. Oversee safekeeping of center medical records and ensure availability at all times for auditing & reference purposes 11. Maintain a database of total no of cases referred, direct walk ins, patient referral, successful ones, failure rate, reasons for failure and regularly update it to the Medical Director, NIF 12. Maintain an efficient patient feedback and response system to gather feedback and responding to problems in a timely manner 13. Oversee procurement, materials management and inventory management and ensure cost effectiveness 14. Coordinate with the Center Medical & Quality Manager and ensure that all clinical policies and procedures within the Center meets the requirements of NABH, State/Local rules & regulations and other licensing or accrediting bodies 15. Conduct periodic clinical and medical reviews along with the Medical Advisory Board and ensure timely execution of the initiatives/follow up activities 16. Monitor the performance of the Center in terms of revenue & profitability against targets take corrective steps as required 17. Undertake cost optimization initiatives such as reducing the usage of consumables, monitoring Fixed & variable costs etc. 18. Ensure that medical waste management system is in place according to standards 19. Ensure that ethical Medical practice is followed at all times at the center 20. Interact with patients and attendants and building lasting relationships 21. Assist and coordinate with the center level sales head in establishing NOVA brand in the locality/area/city through various sales and marketing campaigns 22. Act as an escalation point for all operational issues related to the facility and take suitable action by interfacing with the concerned stakeholders .

Financial

1. Develop the annual budget with the assistance of Finance team 2. Monitor the budget utilization and other financial measures for the department; Study and analyze causes for significant deviation from budget and take corrective action for the same, if required 3. Ensure timely refund of money to patients incase of unsuccessful treatment by coordinating with Finance team.

People

Oversee if the right number and quality of manpower is hired in accordance with the manpower planning 2. Establish performance requirements and evaluate the work of reportees in order to achieve the department goals and develop reportees who are unable to meet expected performance levels 3. Nominate the RMOs for IVF training programs for continuous improvement of procedures 4. Support HR in investigating and resolving critical attrition and increasing employee engagement levels at the center 5. Oversee duty rosters in order to ensure effective utilization of manpower 6. Manage the outsourced staff and ensure efficient running of the center .

Key Result Areas

• % Variance from departmental budget • Target V. Actual revenue targets, profits and contribution margin • Target V. actual fixed costs • Target V. Actual walk ins for the center • Patient satisfaction index (feedback) • Time taken to resolve patient complaints • Number of patient/doctor complaints raised V. resolved • % Adherence to timelines for planned initiatives at the center • % Deviations from medical regulations as a part of periodic audits • Target V. Actual, Number of training man-days achieved for self and team • % Adherence to timelines for appraisal process for self & team • % Increase in department E-Sat score • Target V. Actual, Regrettable attrition percentage in the center 1. Oversee if the right number and quality of manpower is hired in accordance with the manpower planning 2. Establish performance requirements and evaluate the work of reportees in order to achieve the department goals and develop reportees who are unable to meet expected performance levels 3. Nominate the RMOs for IVF training programs for continuous improvement of procedures 4. Support HR in investigating and resolving critical attrition and increasing employee engagement levels at the center 5. Oversee duty rosters in order to ensure effective utilization of manpower 6. Manage the outsourced staff and ensure efficient running of the center

Preferred candidate profile

IVF Industry