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 and 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.