CENTER MANAGER

Department: Operations

Industry: Healthcare / Diagnostic Center (preferred)

Reports To: COO

Location: Borivali , Goregaon

We are hiring a Cehter manager responsible to manage the day-to-day operations of the diagnostic center, ensure high-quality patient care, achieve business targets, maintain operational efficiency, and ensure compliance with healthcare standards and organizational policies.

Key Roles and Responsibilities

A. Center Operations Management

- Oversee daily operations of the diagnostic center, including Front Desk, Phlebotomy, Radiology, Laboratory coordination, and other applicable departments.
- Ensure smooth patient flow, minimum waiting time, and timely delivery of reports.
- Monitor center opening and closing procedures, staff attendance, and shift scheduling.
- Ensure availability of equipment, consumables, housekeeping, and other operational requirements.
- Coordinate with technical, IT, maintenance, purchase, and support teams to resolve operational issues.

B. Patient Experience and Customer Service

- Ensure courteous, qualified, and empathetic patient handling.
- Address patient complaints, grievances, and service-related issues promptly.
- Monitor patient feedback and implement corrective actions to improve satisfaction.
- Ensure clear communication regarding appointments, test preparation, pricing, and report delivery.
- Maintain patient confidentiality and protect personal and medical information.

C. Business Development and Revenue Growth

- Achieve monthly revenue, collection, and business growth targets.
- Develop relationships with doctors, clinics, hospitals, corporate clients, and referral partners.
- Identify opportunities to increase test volumes and improve customer retention.
- Monitor daily collections, billing accuracy, discounts, and outstanding payments.
- Support marketing campaigns, health check-up packages, and local promotional activities.

D.



Team Management and Human Resources

- Supervise, guide, and motivate center staff to achieve operational objectives.
- Prepare duty rosters and ensure adequate manpower availability.
- Monitor employee attendance, punctuality, grooming, discipline, and productivity.
- Identify training needs and coordinate employee induction and skill development.
- Conduct regular performance reviews and provide constructive feedback.
- Handle employee grievances and escalate disciplinary matters as per company policy.

E. Quality Assurance and Compliance

- Ensure adherence to organizational SOPs, quality standards, and applicable healthcare regulations.
- Coordinate with the Quality Department for audits, inspections, and corrective and preventive actions (CAPA).
- Maintain required documentation, registers, licenses, and records applicable to the center.
- Ensure compliance with patient identification, consent, sample handling, and reporting procedures.
- Coordinate with authorized technical personnel to ensure quality and accuracy of diagnostic services.
- Support applicable NABL, NABH, and other accreditation requirements, wherever relevant.

F. Day to Day Operations-

- Monitor daily billing, cash collection, payment reconciliation, and deposit procedures.
- Ensure accurate billing and proper authorization of discounts and refunds.
- Monitor inventory levels of consumables, stationery, and other center supplies.
- Prevent stock-outs, wastage, expiry losses, and unauthorized consumption.




- Coordinate with the Purchase and Finance Departments for procurement and financial reporting.

Expectation

- Achievement of monthly revenue and collection targets.
- Growth in patient footfall and test volumes.
- Patient satisfaction score and complaint resolution rate.
- Report turnaround time (TAT) compliance.
- Billing accuracy and collection reconciliation.
- Employee attendance, productivity, and retention.
- Inventory accuracy and control of wastage and expiry.
- Audit compliance and closure of corrective actions within timelines.
- Adherence to SOPs, safety standards, and statutory requirements.
- Equipment uptime and operational continuity.

Educational Qualifications

- Graduate in Healthcare Management, Hospital Administration, Business Administration, or a related discipline.
- A degree or diploma in Hospital/Healthcare Management is preferred.

Experience

- Typically more than 4+ years of experience in healthcare operations, hospital administration, or diagnostic center management.
- Prior experience managing a diagnostic center or a multi-department healthcare facility is preferred.

Skills and Competencies

- Strong leadership and team management skills.
- Excellent communication and patient-handling abilities.
- Business acumen and target-oriented approach.
- Problem-solving and decision-making skills.
- Knowledge of healthcare operations, quality systems, and compliance.
- Proficiency in MS Excel, reporting, and MIS.
- Conflict resolution and employee grievance handling.
- Ability to work under pressure and manage multiple priorities.

Authority and Accountability

- Responsible for the overall operational performance of the assigned center.
- Authorized to manage routine operational decisions within approved policies and delegated limits.
- Accountable for patient experience, team performance, revenue targets, cost control, quality compliance, and center operations end to end.

📌 Center Manager (Mumbai)
🏢 House of Diagnostics
📍 Mumbai