YANA IVF \& FERTILITY CENTREJOB DESCRIPTION – CENTRE HEADPosition **Centre Head – IVF \& Fertility Centre** Department Centre Operations / Administration Reporting To Cluster Head / Head – Operations / Management Location **Nagercoil \| Sasthamkotta \| Punalur \| Ernakulam** *(As per business requirement)* Experience **Minimum 5–8 years of relevant experience**, preferably in IVF, Fertility, Hospital or Healthcare Operations. **IVF / Fertility Centre experience is mandatory/preferred for this position.** Joining **Immediate Joiners Preferred** 1\. JOB PURPOSE The Centre Head will have overall responsibility for the **business performance, operational efficiency, patient experience, team productivity, revenue generation, cost control, compliance and day\-to\-day functioning of the IVF/Fertility Centre**. The position requires a strong combination of **healthcare operations, IVF centre management, team leadership, patient relationship management, business development and revenue management**. The Centre Head will be responsible for ensuring that the centre achieves its monthly and annual targets while maintaining high standards of **patient care, clinical coordination, service quality and regulatory compliance**. 2\. KEY RESPONSIBILITIESA. Overall Centre Management * Take complete responsibility for the day\-to\-day functioning of the centre. * Ensure smooth coordination between: * Doctors * Embryologists * IVF counsellors * Nursing team * Front office * Telecalling team * Pharmacy * Laboratory * Billing/accounts * Marketing/PRO * Housekeeping and support staff. * Ensure that all departments function according to approved SOPs. * Monitor centre productivity and identify operational gaps. * Conduct regular departmental review meetings. * Ensure effective coordination between the centre and corporate/central teams. * Escalate operational, financial, clinical\-support and staffing issues to management on time. 3\. REVENUE \& BUSINESS PERFORMANCE The Centre Head will be accountable for achieving the centre's approved business targets. Responsibilities include: * Achieve monthly centre revenue targets. * Monitor: * OP revenue * IP revenue * IVF revenue * Pharmacy revenue * Laboratory revenue * Procedure revenue * Other service revenue. * Monitor daily collection against target. * Review centre\-wise revenue performance. * Track revenue leakage and take corrective action. * Monitor outstanding receivables. * Ensure timely billing and collection. * Improve average revenue per patient. * Identify opportunities for increasing IVF conversions and other high\-value procedures. * Prepare and submit monthly performance reports. 4\. IVF PATIENT CONVERSION The Centre Head will play a key role in improving the complete IVF patient journey. Monitor: **Lead → Appointment → Footfall → Consultation → Counselling → Conversion → IVF Start → Completion** Responsibilities: * Monitor new patient enquiries. * Monitor appointments and actual footfall. * Review IVF counselling numbers. * Review counselling\-to\-conversion percentage. * Monitor IVF starts. * Identify reasons for patient dropouts. * Ensure systematic follow\-up of undecided patients. * Review postponed cases. * Ensure proper patient tagging and ownership. * Work with counsellors to improve conversion. * Coordinate with doctors and embryology teams to ensure smooth treatment initiation. * Monitor patient feedback and complaints. 5\. PATIENT EXPERIENCE * Ensure every patient receives professional, respectful and timely service. * Monitor waiting time and patient movement. * Ensure proper communication with patients and attendants. * Address patient complaints promptly. * Conduct patient feedback reviews. * Monitor online reviews and patient satisfaction. * Ensure proper follow\-up after consultation and procedures. * Maintain confidentiality of patient information. * Ensure that patient\-related issues are escalated appropriately. 6\. TEAM MANAGEMENT The Centre Head will be responsible for the productivity and discipline of the centre team. Responsibilities: * Allocate duties and responsibilities. * Monitor attendance and punctuality. * Conduct daily/weekly team reviews. * Set individual and departmental targets. * Monitor employee productivity. * Identify training requirements. * Coach low\-performing employees. * Recognize high performers. * Coordinate recruitment requirements with HR. * Participate in interviews where required. * Ensure proper onboarding of new employees. * Handle disciplinary and behavioural issues in coordination with HR. * Maintain effective communication between management and employees. 7\. COUNSELLING TEAM MANAGEMENT * Monitor counsellor\-wise enquiries. * Review daily counselling numbers. * Monitor counselling conversion. * Track pending follow\-ups. * Review lost/dropout patients. * Ensure follow\-up calls are completed within defined timelines. * Review reasons for non\-conversion. * Conduct daily/weekly counselling reviews. * Ensure proper documentation in the patient/CRM system. * Coordinate with central counselling and telecalling teams. * Improve counsellor productivity through training and coaching. 8\. MARKETING \& BUSINESS DEVELOPMENT The Centre Head will work closely with the Marketing/Business Development team to generate new patient opportunities. Responsibilities: * Develop local referral networks. * Strengthen doctor referral relationships. * Monitor marketing activities. * Coordinate camps and awareness programmes. * Identify corporate/B2B opportunities. * Build relationships with: * Gynaecologists * General physicians * Hospitals * Clinics * Diagnostic centres * Health professionals * Community organizations. * Monitor digital and offline lead generation. * Review marketing ROI. * Ensure proper follow\-up of marketing\-generated leads. * Support local brand\-building initiatives. 9\. DOCTOR Pay: ₹35,000\.00 \- ₹1,600,000\.00 per month Work Location: In person