Manager

Aspire Fertility Center

Job Purpose

To oversee the smooth and efficient functioning of the fertility centre, ensure high standards of patient service, drive operational performance, strengthen referral networks and support business development initiatives across all branches of Aspire Fertility Center. The role requires close coordination with doctors, clinical teams, front office, nursing, laboratory, accounts, marketing and external referral partners to achieve operational excellence and sustainable business growth.

Key Responsibilities

• Center Operations & Administration

• Oversee the day-to-day functioning of the assigned centre(s) and ensure smooth patient flow.

• Monitor appointment scheduling, consultation coordination, follow-ups, patient registrations and billing processes.

• Ensure adequate staffing, duty rosters, attendance monitoring and coordination between departments.

• Monitor the availability of consumables, medicines and other operational requirements in coordination with the respective teams.

• Coordinate with IT, facility management, vendors and service providers to ensure timely resolution of operational issues.

• Ensure compliance with internal SOPs, documentation requirements and applicable regulatory procedures.

• Monitor the effective implementation and utilisation of HIMS and other operational systems.

• Conduct regular operational reviews and ensure timely closure of pending issues.

• Business Development & Referral Network

• Identify and develop referral opportunities with gynaecologists, obstetricians, general practitioners, hospitals, diagnostic centres and other relevant healthcare professionals.

• Build and maintain professional relationships with existing and prospective referral partners.

• Plan and coordinate doctor outreach programmes, referral meetings, CME programmes, awareness initiatives and other approved engagement activities.

• Monitor referral enquiries, referral conversions and centre-wise performance.

• Identify opportunities to improve patient acquisition, consultation conversion, treatment initiation and follow-up adherence.

• Coordinate with the marketing team to implement approved business development initiatives.

• Track the effectiveness of referral activities and submit periodic performance reports.

• Support the development of ethical, sustainable and long-term referral relationships.

• Performance Growth & Business Monitoring

• Monitor centre-wise enquiries, consultations, patient conversions, treatment cycles and other management-defined performance indicators.

• Analyse performance trends and identify areas requiring operational or business development intervention.

• Work with doctors and the front office team to improve appointment utilisation, patient engagement and continuity of care.

• Prepare monthly performance reports and action plans for management review.

• Coordinate the implementation of approved initiatives to improve centre performance and resource utilisation.

• Follow up on agreed action points and ensure timely execution.

• Patient Experience & Service Quality

• Ensure professional, courteous and responsive patient service at every point of interaction.

• Monitor patient feedback, complaints, waiting times and service-related issues.

• Coordinate with the concerned departments to resolve patient concerns promptly.

• Ensure appropriate communication regarding appointments, reports, follow-ups and other service requirements.

• Identify recurring service gaps and implement corrective measures in coordination with management.

• Maintain patient confidentiality and ensure that all patient-facing activities comply with centre policies.

• Team Coordination & Staff Management

• Supervise and coordinate the work of front office, patient coordination and other assigned operational staff.

• Conduct periodic team meetings and communicate operational priorities.

• Monitor staff productivity, punctuality, service standards and adherence to assigned responsibilities.

• Identify training requirements and coordinate staff training and performance improvement.

• Promote accountability, teamwork and effective communication between departments.

• Reporting & Management Coordination

• Submit daily, weekly and monthly operational and business development reports, as required.

• Maintain updated records of referral partners, outreach activities, enquiries and conversion outcomes.

• Escalate critical operational issues, patient service concerns and compliance risks to management.

• Provide regular updates on targets, achievements, challenges and corrective action plans.

• Ensure that management decisions and approved initiatives are implemented within the stipulated timelines.

Key Performance Indicators (KPIs)

Performance will be assessed using management-approved targets, including:

• Centre-wise operational efficiency and adherence to SOPs.
• Appointment utilisation and patient waiting time.
• Enquiry-to-consultation and consultation-to-treatment conversion rates.
• Growth in active referral relationships and referral-generated enquiries.
• Centre-wise performance growth against agreed targets.
• Patient feedback, complaint resolution and service quality.
• Timely completion of reports, reviews and assigned action points.
• Staff productivity, coordination and adherence to operational procedures.
• Timely resolution of operational issues and effective resource utilisation.

Specific targets will be established by management based on center capacity, baseline performance and business objectives.

Qualifications & Experience

• Graduate or postgraduate qualification in Business Administration, Healthcare Management, Hospital Administration – Preferably from an IIM or another reputed Tier-1 management institute.
• Minimum 0-3 years of relevant experience in healthcare operations, hospital administration, fertility centre management or healthcare business development.
• Experience in developing professional referral networks and managing healthcare service relationships is preferred.
• Knowledge of patient coordination, healthcare workflows, operational reporting and performance monitoring.
• Familiarity with hospital information management systems and Microsoft Excel or equivalent reporting tools.

Skills & Competencies

• Strong operational planning and execution skills.
• Excellent communication, interpersonal and relationship-management abilities.
• Business development, networking and negotiation skills.
• Analytical thinking and performance monitoring.
• Team leadership and cross-functional coordination.
• Problem-solving, decision-making and follow-through.
• Professional conduct, discretion and patient confidentiality.
• Ability to manage multiple priorities across departments and centres.

General Expectations

• Maintain professional standards and uphold the values and reputation of Aspire Fertility Center.
• Ensure that all business development activities are ethical and comply with applicable healthcare regulations.
• Work collaboratively with clinical and administrative teams without compromising clinical independence.
• Undertake other relevant responsibilities assigned by management in line with the role.