Proactive For Her - Senior Manager - Operations

About the role: Senior Operations Manager

We are looking for an entrepreneurial and empathetic person who can coordinate operations of health staff in multiple clinics in alignment with the company mission, vision, and objectives. This candidate is expected to perform duties independently and initiate judgment in handling a variety of management issues. Role involves local inter-city travel between clinics in Bangalore (2 days spent per clinic or as per the company's requirement). The chosen candidate will be primarily responsible for the following activities:

Manage Day-to-Day operations across our clinics and online operations

- Make sure our facilities are well maintained

- Work closely with team members to enhance Proactive operations, and make sure the clinics are run in the most effective and efficient manner possible

- Manage operations for our online teleconsultation appointments including working with the doctors, tech team, and operations staff for smooth execution

- Manage and track prescription TAT and reduce no-shows from both doctor and patient's end

- Manage at-home diagnostic service operations and HPV vaccination ensuring smooth execution in partnership with partner labs and vaccine provider

- Develop operational processes, better systems, protocols and guidelines where required

- Provide clinic employees with guidance and mentorship in regard to operational activities

- Participate in regular meetings with staff members to discuss updates on current projects, new initiatives and review standard operating procedures (SOPs) to ensure they are followed correctly

- Conducting staff training sessions to ensure that staff is knowledgeable about current policies and procedures

- Use quality assurance testing to determine if staff is meeting performance goals

- Oversee patient billing and set up best practices on billing and related record keeping

- Review patient records to ensure that all required information is accurate and up to date

- Ensure that all medical records/other records are kept in compliance with applicable laws and regulatory requirements

Team recruitment and management

- Hire, onboard and train new team members

- Perform and oversee daily or weekly scheduling/rostering of clinical staff as well other operations staff working across online teleconsultation, diagnostics, and HPV vaccination

- Manage staff relations including performance management, staff satisfaction, conflict management.

- Manage and resolve complex employee relations issues. Conducts effective, thorough and objective investigations.

- Create processes/systems of manage attrition of staff and increase retention

- Create performance goals for the clinic and operations staff

- Coach and mentor other team members

Process improvements

- Identify opportunities to improve the way we do things

- Keep track of patient wait times and suggest ways to reduce/optimize wait time

- Develop dashboards to measure TAT and review it on a day-to-day basis

- Regularly review customer complaints and concerns and seek to improve the customer experience

- Audit customer service procedures and trends and determine system improvements.

Vendor and inventory management

- Manage vendors and service providers to ensure the seamless operations of our clinics and online operations

- Evaluate suppliers to achieve cost-effective deals and maintain trust relationships

- Manage & oversee inventory management at the clinic level and for online operations

- Devise ways to optimize inventory control procedures

- Use software to monitor demand and document characteristics of inventory

- Place orders to replenish stock avoiding insufficiencies or excessive surplus

- Analyze data to anticipate future needs

Budget management for clinics and online operations

- Manage the budget for medical services and supplies to ensure that costs are controlled

- Work with finance team and other management to design effective budget models all clinics

- Analyze financial information (e.g. revenues, expenditures and cash management) to ensure all operations are within budget

- Forecast future budget needs

- Identify variances between actual and budgeted financial results at the end of each reporting period

- Suggest spending improvements that increase profits

Senior Operations Manager Requirements:

- Master's degree in business administration, hospital management or relevant field.

- 8-10 years of proven experience in an operational excellence role, with team management experience

- Willing to do intercity travel and rotate between clinics

Who you are:

- You are an operations professional who understands how structured & clear processes, continuous performance improvement initiatives, company culture, strong operational leadership, and other "operational processes" impact the bottom line, and will proactively develop a strategy to support the business.

- You have sufficient experience and skills in managing vendors and inventory

- You have excellent verbal and written communication skills to enable you to communicate with vendors and service providers as well as within the organization

- You thrive in fast-paced environments

- You are effective at managing multiple tasks simultaneously; you can delegate, prioritize, and take responsibility

- You are a team player, and always looking to collaborate with others in the organization

- You're excited about working with a team that is introducing a brand-new approach to women's healthcare

- You're as excited as we are about offering women the best care possible whenever and wherever they need it

- You're super organized, and focused on efficiency