Operations Manager

Role & responsibilities

P&L Management, Operational efficiency based on Process Excellence, Service Experience Management, Clinician Engagement & Clinical Excellence, Revenue Enhancement through internal optimization of leads conversion, Statutory compliances. Key Responsibilities P & L Management:

• Based on the Annual Budget, develop detailed Quarterly Plans with milestones, collaborate with cross functional teams to deliver and achieve targets.
• Identify key levers that contribute to top line achievement & EBIDTA track efficacy.

Revenue generation: through Lead Management and Conversions; every product to be monitored; OP to IP conversions; ensure prescribed Pharmacy/ Investigations fulfilled internally; leakages minimized.

• Ensure Package and Pricing is profitable.
• Analysis and growth of different specialties, budget vs actual

achievement, timely rectification of lags. Dashboard, KPI Monitoring & Ad Hoc Support - Monitor all revenue streams to ensure on track, proactively identify scope for higher margins, leakages.

• Proactively monitor patient billing transactions to minimize any intentional or unintentional leakages and take steps to prevent repetition. Ensure Credit billing is error free, enabling payments are received without deductions.
• Monitor receivables to ensure collections within 45 days
• Track Average Revenue per occupied bed; Average Revenue per Patient, ALOS, admissions and discharges TAT, payor mix.

Cost Management :Track material consumption, gross contribution margins, monitor pay out to revenue achievement, analysis of discount percentage.

• Conduct productivity analysis on doctor pay-outs and identified inefficiencies to optimize doctor cost.
• Create pre-defined surgery packages in the Hospital Information System to track and control consumption.
• Manage Unit operating costs manpower, infrastructure maintenance, electricity, consumables
• Cost and stock optimization of Pharmacy and non Pharmacy items. Bench marking against other unit scores. Wastage and loss tracked and minimized.
• Collaborate with SCM to ensure product selection and costs are leveraged optimally.

Service Experience Management:

• Commit to the implementation of the service differentials in the Service Experience Plan; ensure frontline employees are trained and empowered to fulfill the Service Promise.
• Monitor real-time interactions with customers, regularly seek firsthand feedback from a cross section of customers and energize the team with the passion to delight every single customer.
• Seek frontline staff and customer suggestions to continuously raise the bar through service innovations, value-adds, experience enhancements.
• Institutionalize sharing with frontline employees specific service wins, success stories, encourage them to implement.
• Create a platform and mechanism to analyse constructive feedback periodically, arriving at a structured Improvement Plan and an implementation Path to ensure sustained improvement.

Operational efficiency:

• Ensure facility is managed as per defined standards of maintenance; infrastructure is well maintained.
• Ensure clinical protocols are adhered to and clinical verticals are well equipped to manage their function efficiently.
• Interact with Clinicians and ensure operational requirements are up to expectations.
• Service delivery standards are adhered to.
• Support services function as per standard; non medical services are process compliant.
• TATs are monitored and outliers are proactively addressed.
• Close coordination and liaison with heads of departments/ in-charges to ensure operations are efficiently managed, costs are controlled without impacting service standards.
• Work closely with IT to optimise technology to improve customer experience and employee work flow.
• Ensure HIS improves operations & functionality.
• Ensure IT supported process controls and alarms are in place to detect and prevent fraud in billing.
• Manage Inventory efficiently ensuring optimization and effective control.
• Ensure facility is audit compliant and all departments adhere to defined protocols.
• Ensure all statutory and licenses, renewal of agreements are up to date.

Clinician Engagement:

• Interact with Consultant teams to improve patient care

outcomes, service experience deliverables and overall customer satisfaction.

• Build rapport with Visiting Consultants, facilitate their experience with the Unit, integrate them into the Motherhood Hospitals culture and processes, ensure their patients are handled well.
• Build new specialties to improve footfalls and conversions.
• Ensure facility handle Doctor Referral cases smoothly.

Quality and Clinical governance:

• Coordinate and support NABH certification, surveillance audits & post audit closure. Ensure Unit preparedness for compliance.
• Effectively monitor Clinical quality indicators, ensuring compliance.
• Active participation in Committee meetings Mortality, Morbidity

Infection control, Grievance, Safety.

• Monitor clinical outcomes viz IVF Outcomes success rates, Normal vs LSCS, Open and close audits for MRD, monthly reports ( PNDT, communicable diseases, deaths and births)
• Collaborate with Medical Services to organize Medical Education seminars, conferences to up-skill Clinician and Nursing teams.

People Management & Stakeholder Alignment:

• Lead & manage the Unit team - ensure employees are trained, motivated and empowered to achieve Goals.
• Celebrate successes, recognize outstanding performance.
• Build skills and talent, encourage cross function learning and multi tasking.
• Build synergy so that clinical and operations teams function seamlessly.

Business Development:

• Facilitate community outreach activities; showcase the service focus of the brand to build potential customer bases.
• Organize with Sales and Marketing, promotional campaigns / technical presentations to facilitate new product development with major focus on brand establishment, market penetration.
• Gather market intelligence, tracking competitor activities and providing valuable inputs for fine tuning marketing strategies

Interested applicants can share the CV/Resume to reddipalli.venkatesh@novaivffertility.com

Job Location: Hyderabad - Banjara Hills