- To ensure maximization of revenue and profitability from the centers in a customer centric manner, by monitoring improvement of footfall, consultant coverage, TAT, manpower and other resource utilization
- To review and monitor implementation of quality protocols, standard operating processes and customer interface norms by respective teams and creation of flexible, high-performance work-culture across centres
3. Key Result Areas:
a. Financial
- Drives revenue and profitability maximization with respect to Centre operations across the cluster.
Revenue:
- To meet monthly revenue targets for allocated centers by promoting packages, improve OPD bookings, increasing center visibility & footfall thru camps/events/etc.
- To support the franchisee collection centers tagged to allocated centers for increase in revenue through non path tests of franchisee patients.
- To work cross-functionally with sales team for improving footfall through patient & doctor outreach programs.
Cost Optimisation:
- Optimising Manpower costs (including Reporting Doctors) by cross training and optimising processes.
- Controlling admin costs like Electricity, Housekeeping, Security, Maintenance etc
- Inventory management at the centres.
Process
- Reviews & implements SOPs and protocols including compliance of standard TAT and quality protocols with respect to Centre Operations across the cluster.
- Ensures implementation of relevant safety, health, environment norms as well as compliance of relevant statutory obligations across centers in the cluster. Maintain NABH certifications at the centres.
- Monitors maintenance and hygiene standards across centres in the cluster through preventive and predictive maintenance and housekeeping activities as per predetermines schedules
- To always ensure availability of biomedical equipment thru timely preventive services and reduce equipment downtime.
Customer
- Fastest TAT for service delivery and reports. Maintain Appointments strictly.
- Availability & full coverage of Reporting doctors and OPD consultants.
- To enhance customer handling at allocated centers by training/motivating center team on SOPs, soft-skills and digital handles & tools.
- To maintain cleanliness, orderliness and hygiene at the Centres.
- To keep the center infrastructure fully operational & avoid discomfort to patient.
- Participates in camps through collaboration with sales team to increase footfall
- To be aware of patient & referring doctor experience through regular feedback and work to improve it and create Top of Mind Awareness (TOMA)
People
- Partner talent acquisition through inputs and facilitation of employee referrals
- Tracks manpower deployment and utilization across centres.
- Audits and monitors implementation of strict norms of attendance, punctuality and general discipline of the Center teams in the cluster.
- Drives performance management and tracks productivity of teams under jurisdiction
- Facilitates capability building of team under jurisdiction through training need identification, learning and development initiatives and tracks skill enhancement towards succession planning
- Facilitates intra department and inter-department collaboration within and across centres
- Conducts awareness sessions to orient own and service providers teams with the ethos of the Company, discipline norms and customer expectations
- Keeps self updated on latest trends with respect to own domain and industry norms
- Performs all such duties which are required for this role as per the changing requirements of the business and strategic objectives of the Organisation.
- Creates motivated team through period R & R and drives employee engagement at centers.
- Graduate/MBA in any field
- 10-12 years of experience in managing multi-store/multi-clinic operations
- Positive business acumen
- Excellent communication skills
- Customer centricity