Center Head

Dr AGARWALS EYE HOSPITAL
JOB DESCRIPTION CENTER HEAD
Hospital Operations | Patient Experience | People | Revenue | Quality
Center Head / Branch Manager
Hospital / Clinical Operations
Regional / Cluster Leadership
Assigned Hospital / Centre
Position
Department
Reporting To
Location
Full-time | Operations Leadership
Role Type
Role Purpose
The Center Head is responsible for the overall operational, financial, patient experience, people and quality performance of
the assigned hospital/centre. The role will ensure smooth day-to-day functioning, drive revenue and productivity, strengthen
service excellence, maintain process adherence, and build a high-performing team while ensuring patient safety and
satisfaction.
Key Responsibilities
Ensure smooth functioning of all healthcare and support operations of the assigned hospital/centre.
Own day-to-day centre operations with focus on patient service, quality, people management, productivity and process
adherence.
Take ownership of centre revenue performance and drive achievement of business targets through effective planning and
execution.
Track branch/centre performance through daily, weekly and monthly dashboards, identify gaps and implement corrective
actions.
Ensure high levels of patient satisfaction and service quality across all patient touchpoints.
Monitor credit billing status, including timely submission and closure of pending ALs and bills, and coordinate with
relevant stakeholders for resolution.
Review counsellor performance daily, including Advise vs. Converted / Counselled metrics, and identify opportunities
for improvement.
Conduct structured weekly and monthly performance reviews with Counsellors, Floor Managers and Patient Care
Associates (PCA).
Prepare and submit accurate daily, weekly and monthly operational/business reports to management, including
performance summaries and explanations for key variances.
Provide on-the-job coaching and training to Counsellors and Patient Care Associates to improve patient handling,
counselling effectiveness, conversion and service quality.
Conduct random counselling audits to assess quality, accuracy, process adherence and patient-centricity.
Conduct random patient calls for post-operative patients, general patients and emergency cases to understand experience,
resolve concerns and strengthen patient relationships.
Work closely with doctors to align on targets, high-value cases, procedures, patient requirements and opportunities to
improve clinical-business coordination.
Coordinate effectively with surgeons and other clinical stakeholders to ensure smooth scheduling, communication,
patient flow and procedural execution.
Personally attend to patient complaints within the assigned zone/centre, ensure timely resolution and maintain a strong
patient-first approach.
Prepare monthly tour plans/field plans as required and submit them for approval; ensure planned activities are executed
and documented.
Maintain daily and monthly reports with concise summaries of centre/area performance, key achievements, gaps, actions
and support required.
Define, implement and continuously improve Standard Operating Procedures (SOPs) to deliver consistent service
excellence and operational discipline.
Dr Agarwals Eye Hospital | Center Head Job Description

Ensure compliance with organizational policies, statutory requirements, clinical/operational protocols, safety standards
and audit requirements.
Identify operational risks, escalate critical issues promptly and ensure timely closure of action items.
Build a culture of accountability, teamwork, continuous learning and patient-first service across the centre.
Key Performance Areas (KPIs)
KPI Area
Indicative Measures
Achievement of revenue targets, procedure mix, productivity and growth
Patient satisfaction, complaint resolution, service quality and feedback
Advise-to-counselled and advise-to-converted performance
Process adherence, patient flow, turnaround time and SOP compliance
Credit billing ageing, pending AL/bill submission and closure
Team productivity, coaching, OJT, reviews and performance improvement
Doctor/surgeon coordination and smooth execution of planned procedures
Accuracy and timeliness of dashboards, reviews and management reports
Centre Revenue & Growth
Patient Experience
Counselling & Conversion
Operational Excellence
Billing & Collections
People & Capability
Clinical Coordination
Reporting & Governance
Key Stakeholder Interfaces
Doctors and Surgeons
Counsellors and Floor Managers
Patient Care Associates (PCA)
Finance / Billing / Collections Teams
Regional / Cluster Leadership
Patients and Attenders
Support and Administration Teams
Desired Competencies
Healthcare operations leadership
Patient-centric service orientation
Revenue and performance management
People leadership, coaching and team development
Data-driven review and problem solving
Communication and stakeholder management
Complaint handling and conflict resolution
Process discipline and SOP implementation
Planning, execution and reporting
Ownership, integrity and accountability
Preferred Qualifications & Experience
Education: Graduate degree in any discipline; healthcare/hospital management qualification is preferred.
Experience: Relevant experience in hospital, healthcare, eye-care, clinic or service operations, with demonstrated exposure
to
team
handling,
revenue,
patient
experience
and
operational
performance.
Leadership: Experience managing cross-functional teams and working with clinicians, counsellors and front-office/patient-
care teams is preferred.
Role Expectations
Demonstrate visible ownership of centre performance and patient experience.
Use data and regular reviews to identify gaps and drive measurable improvements.
Maintain strong collaboration between clinical, counselling, patient-care and support functions.
Ensure issues are resolved with urgency and that commitments are followed through.
Responsibilities may be modified or expanded based on business requirements and organizational necessity.
Dr Agarwals Eye Hospital | Center Head Job Description