Branch Manager

This role is not for 2070 Health.

The Branch Manager will be responsible for the overall operational, financial, and administrative performance of the IVF centre. The role requires strong leadership, patient-centricity, team management, business development, and compliance oversight to ensure seamless branch operations and achievement of organizational goals.

Key Responsibilities

Patient Experience & Service Excellence

• Ensure high patient satisfaction, optimum efficiency levels, low error rates, and service delivery as per defined quality standards.
• Monitor and enhance the overall patient journey at the branch.
• Ensure timely patient follow-ups through the team.
• Resolve patient concerns related to billing, counselling, and services, escalating matters when required.
• Build and maintain strong relationships with patients.

Team Leadership & People Management

• Recruit, train, mentor, and monitor the Front Office team.
• Drive team productivity, morale, and performance.
• Conduct regular team meetings, brainstorming sessions, and floor rounds.
• Initiate training and development programs for team members.
• Manage duty rosters, leave planning, and manpower allocation.
• Foster a culture of accountability, innovation, and teamwork.

Branch Operations Management

• Take complete ownership of branch operations and performance.
• Ensure smooth functioning of front office, counselling, cashiering, and patient management processes.
• Monitor appointment scheduling and operational workflows.
• Improve efficiency of counselling and IPL services.
• Monitor OT case TAT and other operational KPIs as per NABH standards.
• Ensure process adherence across all departments.

Revenue & Financial Management

• Accountable for branch revenue, profitability, P&L, and EBITDA performance.
• Monitor cashiering records and billing processes to minimize errors.
• Identify and prevent billing leakages through continuous process improvement.
• Resolve billing discrepancies through effective cross-functional coordination.

Referral Network & Business Development

• Develop and maintain strong relationships with internal and external referral doctors.
• Regularly meet referral doctors to strengthen partnerships and increase referrals.
• Plan and execute branch-level marketing and awareness activities.
• Enhance the branch's visibility and reputation in the local market.
• Conduct competitor analysis and assess market opportunities.

Compliance, Documentation & Quality

• Ensure compliance with GarbhaGudi policies and government regulations.
• Maintain all NABH-related documentation and operational standards.
• Ensure proper maintenance of medical records as per regulatory requirements.
• Uphold ethical standards and organizational policies across all branch functions.
• Monitor quality parameters and implement corrective actions where necessary.

Stakeholder Management

• Coordinate effectively with internal departments and external stakeholders.
• Maintain key external relationships to facilitate smooth patient movement and service delivery.
• Escalate critical operational issues to management in a timely manner.

Key Skills & Competencies

• Branch Operations Management
• Healthcare/Hospital Administration
• Team Leadership & People Management
• Revenue & P&L Management
• Patient Relationship Management
• Business Development & Referral Management
• Process Improvement & Quality Management
• Compliance & NABH Standards
• Problem Solving & Decision Making
• Communication & Stakeholder Management

Additional Responsibilities

• Any other duties and responsibilities assigned by the Management from time to time.

Location: GarbhaGudi IVF Centre (Hosur, TN)
Industry: Healthcare / IVF & Fertility Services
Employment Type: Full-Time