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About Us: Luma Fertility is a next-generation fertility company founded by second-time entrepreneur Neha 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.
(You can explore more about us at www.lumafertility.com & https://lumafertility.com/press-release/ )
Job Role: As a Senior Operations Manager, you will lead end-to-end clinic operations, driving excellence across patient experience, team management, and operational efficiency. This is a high-impact role that requires both strategic thinking and hands-on execution, with direct ownership of clinic performance and service quality.
Key Responsibilities
1. Clinic Operations & Performance
- Own and oversee end-to-end clinic operations, ensuring seamless day-to-day functioning
- Drive efficiency across scheduling, patient flow, and resource utilization
- Monitor key metrics (TATs, conversion, patient satisfaction, utilization) and drive improvements
2. Patient Experience Excellence
- Ensure a high-quality, empathetic, and consistent patient experience across all touchpoints
- Identify gaps in the patient journey and implement improvements
- Work closely with doctors to ensure smooth care coordination and communication
3. Team Leadership & People Management
- Lead, mentor, and manage clinic teams across medical, operations, and support functions
- Build a high-performance, patient-first culture within the clinic
- Drive training, SOP adherence, and continuous team development
4. Process & SOP Management
- Design, implement, and continuously improve SOPs across operations
- Ensure standardization and scalability of processes as the clinic grows
- Drive adoption of tech-enabled workflows and systems
5. Compliance & Quality
- Ensure full compliance with healthcare regulations, ART guidelines, and internal protocols
- Oversee quality control, safety, and infection management standards
- Maintain strict adherence to patient confidentiality and ethical practices
6. Financial & Operational Efficiency
- Oversee billing, collections, and coordination with finance teams
- Identify opportunities for cost optimization and revenue enhancement
- Drive operational efficiency and resource planning
7. Infrastructure & Vendor Management
- Oversee clinic infrastructure, equipment maintenance, and vendor coordination
- Ensure optimal functioning of all medical and non-medical equipment
Requirements
- 4-7+ years in clinic/hospital operations, with prior experience in IVF/fertility setups preferred
- Strong experience managing cross-functional teams in a high-paced environment
- Strong problem-solving and execution mindset
- Excellent communication and stakeholder management
- Data-driven approach to decision-making
- High ownership and attention to detail
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