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
