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.