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