MUNMUN DEY (MUKHERJEE)
Khargarh
Summary
Seeking Assignments in the areas of Administrative Management in a growth oriented organization/institution. I will provide the best technical and customer Service to our clients helping improve their business with a positive attitude that spreads to my co-workers.
Overview
14
14
years of professional experience
Work History
Senior Manager - Operations
Medicover Hospitals
09.2024 - 04.2025
- Looking after OPD department that includes looking at all possibility areas of increasing OPD footfall, revenue leakages of OPD etc, OPD pharmacy conversion and overall OPD conversion to Diagnostics and IPD.
- Looking after HCU department that includes looking at all possibility areas of increasing HCU footfalls and ensure the entire process is smooth.
- Setting process and SOP for OPD, Call centre, HCU department, Front office, Admission, IPD, Billing.
- Looking after the Admission process, better patient experience and patient flow.
- Identity gaps in Front Office.
- SOP creation and implementation.
- Taking care of the Financial counselling department and the quality indicator of the department like Estimate given to all patient, Re-estimate at proper time and reasons of variation from estimate.
- Focusing on conversion from OPD – IP and Diagnostic and ER conversions
- Coordinating with the Billing Manager for smooth IPD billing, no missed services. /TPA department/Recovery/Timely escalation for non recovery cases for better Patient Management.
- Taking care of Concessions, Discounts, Refunds of both OPD/IPD departments.
- Tracking key metrics of operation dept such as customer satisfaction, issue resolution rates.
- Streamlining process, implementing new policies and improving the overall customer experience.
- Identifying areas for improvement within the patient care department and taking required initiatives for better patient experience.
- Keeping a track record of all complains, action plan to improve the NPS.
- Taking daily rounds with operation team/patientcare dept. and ensuring customer concerns are addressed.
- Training to the team members to handle complex customer and proper escalation at proper time.
- Jointly working with Discharge clinical team to reduce Discharge TAT.
- Monitoring/Supervise the work flow of the floor coordinators.
- Promote team well being, motivation, and development.
- Contribute to recruitment and Recognition of staffs.
- Taking care of F&B Department and focus on increasing sales and reduce Consumption.
- Taking care of Housekeeping department and coordinate with Housekeeping Manager for proper distribution/utilization of manning, cleanliness of the hospital, maintaining/supervising the checklists, take care of linen dept, proper segregation of biomedical waste.
- Taking care of Emergency department from non - clinical aspect.
- Looking after the claim submission of OPD/IPD Departments.
- Looking after projects of OPD EMR/IPD EMR
- Doing periodical audits of the concern departments and check that SOP’s are followed.
- Periodic audits and scheduling training on grooming and Front office etiquette of employees
- Work with dept head to align operational goals.
- Analyse operational Data to identify trend and inform strategic decision regarding factors that contribute to revenue of the organisation.
- To monitor Facility and Support services of the hospital.
- Develop and implement initiative to improve patient care and hospital efficiency to contribute to the overall revenue of the hospital.
- Monitor and enhance patient satisfaction.
- Conduct periodic review meetings with Senior management team and Service leads.
Senior Manager -Patient care Services (Operation)
Apollo Sage hospitals - Bhopal
06.2024 - 09.2024
- Looking after OPD department that includes looking at all possibility areas of increasing OPD footfall, revenue leakages of OPD etc, OPD pharmacy conversion and overall OPD conversion to Diagnostics and IPD.
- Looking after HCU department that includes looking at all possibility areas of increasing HCU footfall and ensure the entire process is smooth.
- Taking care of Concessions, Discounts, Refunds of OPD
- Taking care of feed backs. Closing and looking after the RCA and CAPA.
- Taking care of Service Excellence of the Operation Department and coordinating with departmental leads regarding parameters of different services.
- Jointly working with Discharge clinical team to reduce Discharge TAT as per defined TAT by corporate for different categories of clients.
- Monitoring/Supervise the work flow of the floor coordinators.
- Taking care of Housekeeping department, their manning/allocation/work flow/checklists being followed or not
- Taking care of the Revenue Leakages and come up with plans to control it.
- Taking care of Conversions from OPD to Diagnostics and IPD
- Audit on grooming standard of the staffs.
- Take care of Front Office of the hospital, identity gaps and taking corrective actions to improve Patient experience.
- Taking care of all group Projects from corporate like Wow project, HOPE project, etc
- Monitor and supervise the key performance indicators set by Corporate and identify gaps if any deviation.
- To make sure departments run as per the standard protocol of the Organization.
- To promote team well being and motivational programmes.
- Conduct periodic review meeting with Corporate team, Unit head and service leads.
Manager – OPD & IPD Department
Medicover Hospitals
03.2022 - 07.2024
- Looking after the completion of OPD area of the hospital.
- Setting process and SOP for OPD, Call centre, HCU department, Front office, floor coordinators, Financial counselling, Admission departments of the Organization.
- Looking after the recruitment of the outpatient department and Inpatient department.
- Taking care of the billing of Out Patient Department
- Taking care of concession, Discounts,Refunds of the outpatient department.
- Taking care of feedback of the department. Closing and looking after the RCA and CAPA.
- Looking after the Service excellence of the department .Setting Process to reduce TAT for OPD /HCU /Admission departments.
- Taking care of financial Counseling department and monitor all estimates/re-estimates are given on time and timely escalation done in case of non recovery.
- Jointly working with Discharge Clinical team to reduce Discharge time.
- Monitoring/Supervise the workflow of Floor Coordinators (IP) and push them to take feedbacks from patient, escalate and resolve them on time.
- Reduce customer complains and take care of escalations.
- Looking after Consultants timing in OPD, both Online and Physical appointments.
- Audit on Grooming standard of the staffs.
- Looking after the revenue leakages in OPD and work on that to increase revenue.
- Make sure all policies of the organization are followed by.
- Looking after all admission leads from OPD / Radiology Departments and increase conversions.
- Periodical audit of Front Office /OPD billing /Admission Department /Financial Counseling department.
- Submission of all departmental MIS to respective Sr. Management on daily basis /Monthly basis.
- Looking after key improvement areas of front office.
Manager – Out Patient Department
Apollo Hospitals Navi Mumbai
04.2020 - 03.2022
- Looking after entire Outpatient department of the hospital.
- Taking care of entire billing of Outpatient department.
- Conducting periodical audits of the bills.
- Feedback analysis/patient satisfaction is taken care of.
- Problems are analyzed and shared to management for proper remedies.
- Responsible for several audits on different parameters in the department.
- Looking after the manning of the department.(daily Rota, manning in crisis, proper staff utilization etc)
- Looking after the revenue generation of the department and taking initiatives to increase the conversion.
- Meeting with doctors and fixing their slots for OPD.
- Meeting with doctors and taking regular feed backs from them.
- Looking after the grooming standard of the department.
- Coordinating with other departments like marketing, purchasing, etc for smooth functioning of the department.
- Taking training on different topics like grooming, soft skills, telephone etiquette,policies etc.
- To check all policies related to the department are followed.
- Maintaining all the monthly MIS of the department.
- Looking after the Call Centre of the hospital.
- Took few projects of the hospital like WOW OPD PROJECT, QUARANTINE FACILITY DURING COVID -19.
Deputy Manager –Operations
JASLOK HOSPITAL
02.2019 - 04.2020
- Looking after day to day activities of Out Patient Department and Health Check Up Department.
- Preparing Daily and Monthly reports of the department and analyzing the reports and finding out where improvement is required.
- Looking after the patient satisfaction and taking initiatives to increase patient comfort.
Assistant Manager (In charge- Inpatient Services)
Calcutta Medical Research Institution
09.2007 - 10.2017
- Job profiles consist of selecting, orienting, training, assigning, counseling and discipline employees.
- Maintaining and auditing proper grooming standards of the employees.
- Looking after the inpatient services that include monitoring the daily activities of the floor coordinators, complaint management, coordinating with Medical Administration regarding long stay patients, increasing planned discharges of the hospital.
- Acting as an In charge of Admission Office and Estimation Office.
- Conducting audits on regular basis regarding daily activities of floor coordinators and even on the third party attached.
- Always tried to expand the business of the organization by educating the customer and the admitting staffs about the various hospital rules, regulations, policies, procedures Looking after the discharge process.
- Daily rounds of VIP, Corporate patients.
- Grievance handling, doing RCA and CAPA of feedbacks.
Assistant Manager (Patient Care)
Sapphire Hospitals, Navi Mumbai
10.2016 - 04.2017
- Looking after day to day activities of Out Patient Department & Inpatient Department.
- Preparing duty roaster of the staffs.
- Preparing Monthly reports of the department.
- Analyzing different ways to increase the revenue.
- Looking after the Health Check up department.
- Feedback collection and analyzing, looking after RCA and CAPA of the feedbacks.
- Liasioning with the marketing department and the other departments for smooth functioning of Patient Care Department.
- Counseling patients, addressing grievances
- Looking after the grooming of the staffs
- Coordinating & arranging the training of the staffs.
- Arranging staffs in case of crisis.
- Surprise audits to see that the policies of the company are followed or not.
- Liasioning between management and staffs and helping in executing any policies of the company.
- Looking after the appraisal of the staffs as per hospital policy.
Education
Schooling - undefined
DENOBILI SCHOOL
DHANBADMBA - Marketing & H.R
FIEM (West Bengal University of Technologies)
Kolkata01.2007
B.Com. - undefined
Calcutta University
Kolkata01.2004
Skills
Strategic planning
Languages
English, Bangla , Hindi
Hindi
Bangla
SIGNIFICANT ACHIEVEMENTS
Awarded for exceptional contribution towards NABH Accreditation of the hospital.
SUMMARY OF SKILLS AND EXPERIENCE
- Over 14 years of experience in the areas of Public Relation management in Calcutta Medical Research Institution. (CK BIRLA GROUP OF HOSPITALS). Secondly with SAPPHIRE HOSPITAL. Thirdly attached with JASLOK HOSPITAL. Then attached with Apollo Hospitals Navi Mumbai. Attached with Medicover Hospitals Navi Mumbai.
- Proficient at taking new roles, leadership abilities.
- Efficient relationship management skills with customers.
- Excellent organisational and time management skills with ability to multitask.
- Ability to cope with pressure.
- Creativity, imagination, initiative.
Timeline
Senior Manager - Operations
Medicover Hospitals
09.2024 - 04.2025
Senior Manager -Patient care Services (Operation)
Apollo Sage hospitals - Bhopal
06.2024 - 09.2024
Manager – OPD & IPD Department
Medicover Hospitals
03.2022 - 07.2024
Manager – Out Patient Department
Apollo Hospitals Navi Mumbai
04.2020 - 03.2022
Deputy Manager –Operations
JASLOK HOSPITAL
02.2019 - 04.2020
Assistant Manager (Patient Care)
Sapphire Hospitals, Navi Mumbai
10.2016 - 04.2017
Assistant Manager (In charge- Inpatient Services)
Calcutta Medical Research Institution
09.2007 - 10.2017
Schooling - undefined
DENOBILI SCHOOL
MBA - Marketing & H.R
FIEM (West Bengal University of Technologies)
B.Com. - undefined
Calcutta University