The Center Head is responsible for the overall operational, financial, and administrative performance of the branch. The role focuses on delivering an exceptional patient experience, driving business growth, ensuring operational excellence, and leading cross-functional teams while maintaining the highest standards of quality and compliance.

Key Responsibilities

Branch Operations

- Oversee the day-to-day operations of the center to ensure smooth and efficient functioning.
- Ensure seamless coordination between OPD, Diagnostics, Pharmacy, Optical, OT, and Front Office teams.
- Monitor patient flow and minimize waiting time to enhance the overall patient experience.
- Ensure strict adherence to hospital SOPs, quality standards, and operational protocols.

Business & Revenue Management

- Drive the achievement of monthly and annual revenue, profitability, and operational targets.
- Monitor daily business performance, including consultations, surgeries, diagnostics, pharmacy, and optical sales.
- Improve consultation-to-surgery conversion through effective coordination with clinical teams.
- Plan and execute local marketing initiatives, referral programs, outreach activities, and corporate tie-ups to increase patient footfall.
- Identify opportunities to improve business performance and operational efficiency.

Patient Experience

- Ensure every patient receives a world-class service experience.
- Resolve patient concerns and escalations promptly and professionally.
- Monitor patient feedback, satisfaction scores, and online reviews, implementing improvement initiatives where required.
- Foster a patient-centric culture across all departments.

Team Leadership

- Lead, coach, and motivate administrative,



customer care, pharmacy, optical, OT, and support teams.
- Drive employee engagement, accountability, and a high-performance culture.
- Ensure adequate manpower planning and productivity across all functions.
- Conduct regular team meetings, performance reviews, and coaching sessions.

Financial & P&L; Management

- Own the branch Profit & Loss (P&L;) and ensure financial targets are achieved.
- Monitor daily collections, billing accuracy, outstanding receivables, and operational expenses.
- Drive cost optimization while maintaining service quality and patient satisfaction.

Quality & Compliance

- Ensure compliance with NABH (where applicable), statutory regulations, biomedical waste management, fire safety, and infection control protocols.
- Ensure all audits are completed successfully and corrective actions are implemented on time.
- Maintain documentation and ensure adherence to organizational policies and regulatory requirements.

Inventory & Asset Management

- Ensure optimum inventory levels for medicines, consumables, lenses, surgical supplies, and optical products.
- Prevent stock-outs and inventory losses through effective monitoring.
- Ensure proper maintenance and uptime of medical equipment and branch infrastructure.

Administration & Facility Management

- Oversee housekeeping, security, maintenance,



and vendor management.
- Ensure the center maintains a clean, secure, and patient-friendly environment.
- Coordinate with support functions to resolve infrastructure and operational issues.

MIS & Performance Reporting

- Prepare and review daily, weekly, and monthly MIS reports.
- Analyze key business metrics and implement action plans to improve performance.
- Present branch performance updates to Regional and Corporate Leadership.

Key Performance Indicators (KPIs)

- Revenue and EBITDA/P&L; achievement
- OPD growth and patient footfall
- Surgery conversion percentage
- Diagnostics, Pharmacy, and Optical revenue
- Patient Satisfaction (CSAT/NPS)
- Patient waiting time
- Employee productivity and engagement
- Cost optimization
- Inventory accuracy and shrinkage control
- Audit and compliance scores
- Patient complaint resolution turnaround time

Preferred Qualifications

- Graduate in any discipline; MBA or Master's degree in Hospital/Healthcare Management preferred.
- 7+ years of experience in branch operations, business management, or healthcare operations.
- Prior experience in healthcare, hospitals, retail, or telecom service operations is preferred.
- Experience in managing P&L; and leading cross-functional teams.

Key Competencies

- Leadership and team management
- Hospital operations and administration
- Business development and revenue generation
- P&L; management
- Customer service excellence
- Strategic planning and execution
- Problem-solving and decision-making
- Stakeholder management
- Data analysis and MIS reporting
- Excellent communication and interpersonal skills

📌 Center Head (Puducherry)
🏢 Dr Agarwals Eye Hospital
📍 Puducherry