Centre Manager

# Centre Manager ## Company Overview Luma Fertility is a next-generation fertility company founded by second-time entrepreneur Neha K Motwani and backed by Peak XV Partners. We are redefining fertility care through science, compassion, and clinical excellence, combining cutting-edge reproductive medicine with deeply personalized patient support. Our mission is to make fertility care more transparent, data-driven, and emotionally supportive. We launched our first clinic in Bandra, Mumbai. You can explore more about us at [Luma Fertility](http://www.lumafertility.com) and [Press Release](https://lumafertility.com/press-release/). ## Job Summary The Centre Manager will oversee the overall functioning, growth, and patient experience of the clinic. This role requires ownership of day-to-day operations, team management, service quality, patient journey execution, and revenue conversion. The Centre Manager will act as the single-point owner of the centre, ensuring that all departments (front desk, nursing, care navigators, pharmacy, diagnostics, billing, housekeeping) operate smoothly and efficiently. ## Responsibilities - **Operational & Clinical Coordination:** - Ensure smooth day-to-day functioning of the clinic, including OPD, procedures, lab coordination, pharmacy, and patient flow. - Monitor clinic schedule, doctor availability, procedure planning, and resource allocation. - Ensure Standard Operating Procedures (SOPs) are created and followed across departments, and that daily checklists are completed. - Handle centre-level troubleshooting to ensure minimal delays or disruptions. - **Patient Experience & Service Excellence:** - Own the patient journey from walk-in to consultation, procedure, and follow-ups. - Ensure every patient receives a warm, empathetic, and supportive experience. - Track patient satisfaction feedback, Net Promoter Score (NPS), complaints, and ensure quick resolution. - Maintain clinic ambiance, hospitality standards, and cleanliness expectations. - **Revenue, Conversion & Growth:** - Drive OPD conversions into treatments through process discipline and timely follow-ups. - Monitor end-to-end conversion funnel to ensure the team follows up with patients systematically (calls, WhatsApp, reminders). - Coordinate with marketing/B2B teams for lead management and reporting. - **Team Management & People Leadership:** - Manage all centre staff, including Front Desk Executives, Care Navigators, Nurses, Housekeeping/Support Staff, and Phlebotomy/Diagnostics Team (if applicable). - Conduct daily huddles and weekly reviews. - Ensure staff attendance, punctuality, grooming, and discipline. - Support hiring, onboarding, training, and performance tracking. - Maintain a positive work culture and proactively resolve internal conflicts. - **SOP Implementation & Compliance:** - Ensure the clinic adheres to operational SOPs, patient confidentiality, and safety protocols. - Maintain proper documentation, including patient forms, consent forms, billing & receipts, inventory registers, and daily procedure reports. - Ensure compliance with NABH/ISO/internal audit requirements (if applicable). - **Billing & Financial Coordination:** - Ensure accurate billing, package communication, and payment collection. - Track daily collections and submit end-of-day reports. - Coordinate with the finance team for invoices, reimbursements, and vendor payments. - Monitor discounts/approvals and prevent revenue leakage. - **Reporting & Compliance:** - Share daily and weekly centre performance reports, including OPD numbers, conversions, procedures scheduled/completed, pending follow-ups, complaints & escalations, and staff attendance & performance. - Maintain dashboards for operational and revenue metrics. - Responsible for compliance and ensuring MRD closing linked to applicable laws, especially ART Level 2 & PCPCNDT act. ## Qualifications - 5–7 years of experience in fertility, healthcare operations, clinic management, or hospital administration. - Prior experience in fertility, maternity, or premium healthcare clinics is a strong advantage. - Experience in handling high-volume cycles is a strong advantage. - Comfortable managing both staff and patients. - Confident and calm under pressure. - Strong drive and ability to get things done. ## Preferred Skills - Familiarity with healthtech advancements and patient management systems would be beneficial. ## Experience - 5–7 years of relevant experience in fertility or healthcare operations. ## Environment The position is for a clinical setting and may involve frequent interactions with patients and staff. The role may also require management of various departments within the clinic to ensure aligned operations. ## Salary Salary details are not specified. ## Growth Opportunities The role offers opportunities to shape the future of health technology and make a significant impact, along with professional development opportunities and career advancement prospects. ## Benefits - Competitive salary and comprehensive benefits package. - Collaborative and supportive work environment that encourages innovation and growth.