Cluster Head for Surgical Centre

JOB DESCRIPTIONCluster Head – Surgical OperationsTHE ESTHETIC CLINIC (TEC)

Department: Clinical & Surgical Operations Reporting To: Management / Business Head Location: Mumbai BKC/ Kandivali Experience: 5–10+ years in surgical hospital/clinic operations Preferred Background: Doctor / Medical Professional with strong surgical operations and centre-management experience

1. Role Purpose

The Cluster Head – Surgical Operations will be responsible for the overall performance, operational excellence, surgical coordination, patient experience, and revenue growth of multiple TEC centres.

The ideal candidate should have a strong surgical/clinical background and the ability to understand the complete patient journey—from consultation and counselling to surgery scheduling, admission, procedure execution, discharge, follow-up and revenue realization.

The role requires a combination of clinical understanding, surgical coordination, people management, commercial acumen and operational discipline.

1. Key ResponsibilitiesA. Cluster Operations Management

• Manage day-to-day operations across assigned TEC centres.
• Ensure smooth coordination between doctors, surgical teams, counsellors, front office, nursing and hospital partners.
• Maintain operational standards across all centres.
• Conduct regular centre audits and identify operational gaps.
• Ensure SOPs, clinical protocols and TEC standards are followed.
• Monitor centre productivity and resource utilization.
• Resolve operational issues quickly and escalate critical matters to management.

B. Surgical Operations

• Take ownership of the complete surgical patient journey.
• Coordinate with surgeons, anaesthetists, hospitals, OT teams and internal staff.
• Ensure surgery scheduling is accurate and timely.
• Monitor pre-operative investigations, medical clearance, consent and documentation.
• Ensure patients are properly prepared before surgery.
• Coordinate OT bookings and hospital requirements.
• Monitor post-operative care, discharge and follow-up processes.
• Ensure there are no avoidable delays, cancellations or operational failures.
• Maintain a structured Surgery MIS covering:
• Consultations
• Surgical recommendations
• Surgery bookings
• Surgery conversions
• Surgery cancellations
• Revenue
• Hospital/OT utilization
• Pending surgeries
• Follow-ups

1. Revenue & Business Responsibility

The Cluster Head will have direct accountability for surgical revenue and centre performance .

Key responsibilities:

• Drive growth in high-value procedures such as:
• Hair Transplant
• Blepharoplasty
• Rhinoplasty
• Facelift
• Breast procedures
• Body contouring
• Other cosmetic/plastic surgical procedures
• Monitor consultation-to-surgery conversion.
• Improve OPD → IPD conversion.
• Identify revenue leakage and operational bottlenecks.
• Track pending surgical patients and ensure systematic follow-up.
• Work closely with the CRM/Tele-counselling team to improve conversion.
• Develop centre-wise revenue plans.
• Achieve monthly and quarterly revenue targets.

Core Business MetricsKPIResponsibilityCentre RevenueDirect accountabilitySurgical RevenueDirect accountabilityOPD → Surgery ConversionImproveSurgery Cancellation RateMinimizeConsultation → BookingImproveAverage Surgery ValueImproveRevenue per DoctorImproveRevenue per CentreImprovePatient RetentionImproveOutstanding RevenueControl4. Doctor & Surgeon Coordination

• Build strong working relationships with TEC surgeons and consultants.
• Ensure optimal doctor scheduling and utilization.
• Coordinate surgical calendars.
• Monitor doctor productivity.
• Ensure availability of doctors for planned surgical procedures.
• Facilitate communication between doctors and operations teams.
• Identify opportunities for increasing surgical case volumes.
• Ensure patient expectations are aligned with clinical recommendations.

1. Patient Experience

Own the end-to-end patient experience for surgical patients.

Responsibilities include:

• Ensure premium patient handling from first consultation to post-operative follow-up.
• Monitor VIP/HNI and high-value patients closely.
• Ensure timely communication regarding surgery preparation.
• Handle escalated patient complaints.
• Monitor patient feedback and NPS.
• Ensure post-operative follow-up is completed.
• Develop systems to reduce patient drop-offs and cancellations.
• Ensure the patient feels supported throughout the surgical journey.

Objective: Every surgical patient should experience TEC as a premium, safe, professional and trustworthy healthcare brand.

1. Team Management

Lead and manage the cluster team including:

• Centre Managers
• Surgical Coordinators
• Counsellors
• Tele-counsellors
• Front Office
• Nursing / Clinical Support
• Patient Relationship Managers
• Other operational staff

Responsibilities:

• Set clear individual and team targets.
• Conduct regular performance reviews.
• Coach underperforming employees.
• Build a high-performance culture.
• Develop incentive structures in coordination with management.
• Ensure adequate staffing.
• Conduct regular team meetings.
• Identify training requirements.
• Maintain discipline and accountability.

1. CRM & Lead Management

Work closely with the CRM and Marketing teams to improve lead-to-revenue conversion.

• Monitor leads generated for each centre.
• Track lead → contact → appointment → OPD → surgery journey.
• Ensure no high-value lead is lost.
• Monitor pending follow-ups.
• Review CRM data daily.
• Ensure correct lead-stage updates.
• Analyse source-wise conversion.
• Coordinate with Tele-counselling teams for high-value surgical leads.
• Create a Lost Patient / Lost Surgery Report with reasons.

1. Hospital & OT Management

Maintain strong operational coordination with partner hospitals.

Responsibilities:

• Negotiate and coordinate OT schedules.
• Ensure hospital documentation is completed.
• Coordinate OT, anaesthesia and other surgical requirements.
• Monitor hospital billing.
• Track OT utilization.
• Monitor hospital-related patient complaints.
• Ensure agreed commercial terms are followed.
• Identify opportunities for improving hospital cost efficiency.

1. Clinical Governance & Compliance

The Cluster Head will ensure that business growth never compromises clinical safety.

• Ensure adherence to clinical SOPs.
• Ensure appropriate patient documentation.
• Ensure informed consent processes.
• Monitor surgical safety protocols.
• Ensure incident reporting and RCA where required.
• Coordinate with clinical governance teams.
• Ensure compliance with applicable healthcare regulations and TEC policies.
• Escalate clinical risk immediately to the appropriate medical authority.

The Cluster Head will not independently override a surgeon's clinical decision.

1. MIS & Reporting

Prepare and review daily/weekly/monthly dashboards covering:

Daily Dashboard

• OPDs
• New leads
• Appointments
• Consultations
• Surgery bookings
• Surgery cancellations
• Revenue
• Collection
• Pending follow-ups

Weekly Dashboard

• Centre-wise performance
• Doctor-wise performance
• Surgery funnel
• Lead conversion
• Revenue achievement
• Lost patients
• Cancellation analysis
• Operational issues

Monthly Review

Present a comprehensive Cluster Business Review to management covering:

Target → Achievement → Gap → Root Cause → Corrective Action → Owner → Deadline

1. Key Performance Indicators

The Cluster Head will be evaluated on:

Business

• Revenue achievement
• Surgical revenue growth
• Centre profitability
• Average Revenue per Patient
• Surgery volume

Conversion

• Lead → OPD
• OPD → Surgery
• Surgery booking conversion
• Cancellation rate
• Lost-patient recovery

Operations

• Centre productivity
• OT utilization
• Surgery scheduling efficiency
• Operational compliance
• SOP adherence

Patient Experience

• NPS
• Patient complaints
• Complaint resolution time
• Post-operative follow-up compliance

People

• Team productivity
• Staff retention
• Training completion
• Target achievement

1. Candidate ProfileEssential

• 5–10+ years of experience in surgical operations / hospital / aesthetic surgery / plastic surgery / cosmetic healthcare .
• Strong understanding of surgical workflows.
• Experience managing doctors and clinical teams.
• Experience managing multiple centres or departments preferred.
• Strong understanding of patient conversion and healthcare revenue.
• Excellent communication and leadership skills.
• Strong analytical and MIS capabilities.
• Ability to work in a target-driven environment.

Preferred Background

Candidates from the following backgrounds will be preferred:

• MBBS / BDS / BAMS / BHMS / or equivalent healthcare qualification with relevant operational experience.
• Hospital Operations
• Plastic Surgery
• Cosmetic Surgery
• Aesthetic Medicine
• Hair Transplant
• Surgical Centre Operations
• Premium Healthcare / Multi-speciality Hospitals

1. Leadership Competencies

The ideal candidate should demonstrate:

Clinical Understanding + Business Acumen + People Leadership + Patient Experience + Operational Discipline

Key competencies:

• Strategic thinking
• Problem solving
• Decision making
• Commercial orientation
• Surgical workflow understanding
• Team leadership
• Negotiation
• Data-driven management
• Crisis management
• Patient-centric approach
• Strong execution capability

1. First 90-Day ExpectationsFirst 30 Days

• Understand all centres and teams.
• Audit current surgical processes.
• Review revenue and conversion funnel.
• Identify operational gaps.
• Review doctor utilization.
• Review patient journey.

31–60 Days

• Implement corrective SOPs.
• Improve surgery scheduling.
• Improve OPD → Surgery conversion.
• Establish daily/weekly MIS.
• Improve team accountability.
• Reduce cancellations and revenue leakage.

61–90 Days

• Deliver measurable revenue improvement.
• Improve centre productivity.
• Establish predictable surgical pipeline.
• Improve patient experience.
• Build scalable cluster-level operating systems.

1. Success Definition

The Cluster Head will be successful when:

Every TEC centre operates with clinical discipline, premium patient experience, strong surgical conversion, predictable revenue and clear accountability—without requiring daily intervention from senior management.Ideal Candidate

A 5+ year experienced surgical/clinical professional with strong operational and business capability would be particularly suitable for this role, as the position requires someone who can understand both clinical realities and commercial execution.

Pay: Up to ₹1,000,000.00 per year

Work Location: In person