Nilanjana Mukherjee
Hospital Administration
Flat J022, Cosmopolis ,Bhubaneswar
Summary
Accomplished Adminitrator with progressive industry background and decisive leadership style. Offers strategic planning abilities, background in change management and forward-thinking mindset. Ready for challenges and focused on meeting future demands.
Overview
28
28
years of professional experience
Work History
Vice President and Unit Head
AMRI Hospitals Limited , Bhubaneswar
Bhubaneswar
03.2021 - Current
- Was heading unit from Feb 2020 till March 2021 with a Core committee after the exit of the previous Unit Head
- Heading a team of 1400 employees including out souce staff
- Managed the operation of the hospital during peak Covid pandemic
- Balanced between financial and operational crises abiding to different Govt Covid Regulation
- At present managing the hospital with growth in EBITA and other financial parameters
- Have successfully got the certification for NABH, NABH(ER), NABH ( Nursing ), HACCP, NABL, NABH ( Blood bank) and have plans for many more
- Having very good Liaison with the Odisha Govt for all statutory and other IR activities
- Have been nominated as the Core committee member of Indian chamber of commerce
- Also have been the state secretary for AHPI and the Core member of the CII Health sector
- Have successfully bought AMRI to a level of the largest private hospital in the state at par with lot of others brands like Apollo and Care Hospitals
- Successfully started Academic activity like DNB, ICCCM, IDCCN, SEMI others.
- Spearheaded cross-functional initiatives across departments to achieve business goals for bottom-line profits.
- Drove short-term and advanced promotional initiatives and planning processes.
- Identified opportunities to improve business process flows and productivity.
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
- Collaborated with senior management to develop strategic initiatives and long term goals.
Asso Vice President ( Operations & Administration)
AMRI Hospitals , Bhubaneswar
Bhubaneswar
02.2017 - Current
- Departmental Head for Patient Services which includes operation and billing for OPD,IPD,OT & Cathlab, Diagnostic services, all tie up and Outsourced services
- Heading Hospitality Services (Housekeeping, Linen & Laundry) and Food and Beverages
- Heading the Security & Fire safety
- Leading a 450+ member team who report directly
- Customer satisfaction being primarily the KRA but have been given additional responsibility of driving the business (top line)
- Strategizing doctors hiring, and looking into Business conversion
- Have been given the additional responsibility of Branding and Promotional activity with the G&D team
- Have implemented lot of customer satisfaction program leading to “Wow Service”
- Driving the unit level Transformation team with knowledge the partners being Mckinsey & Company
- Was the key member of the Team to tie up with Asian Cancer Institute,Mumbai for Oncology.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Led projects and analyzed data to identify opportunities for improvement.
- Exceeded goals through effective task prioritization and great work ethic.
General Manager ( Patient Service )
AMRI Hospitals Ltd
Bhubaneswar
02.2015 - Current
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Created plans and communicated deadlines to complete projects on time.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Identified issues, analyzed information and provided solutions to problems.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Customer Care Manager
Columbia Asia Hospital Kolkata
Kolkata
07.2012 - 03.2014
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Interpreted regulations to identify patient care requirement criteria to be monitored and establish systems to achieve compliance.
- Created customer support strategies to increase customer retention by heading a team of 35 members .
- Applied best practices in customer service, sales and employee management to exceed organizational goals.
- Worked with providers to define quality metrics and outcome reporting process.
- Coordinated referrals to specialists, hospitalizations, ER visits, ancillary testing and other enabling services for patients.
Manager
Apollo Gleneagles Hospital
Kolkata
03.2012 - 06.2012
- Handling in the operations of the, unit of Apollo which comprises of 88 consultation rooms .A daily footfall of 1200 patients with over 200 consultants having regular OPD
- Managing the operations of the diagnostic unit of the OPD
- Monitoring the day care surgery
- Performing Administrative functions with a team of 40 people like: allotment of job responsibilities for the juniors, implementation of change in the present operating system ,improving on service standards etc
- Working with the Marketing department towards different promotional activities for the different services provided by the Hospitals
- Have organized the FRCP mock exam with the team of doctors.
Sr.Manager
AMRI Mother and Child Hospitals
03.2010 - 03.2012
- Starting a new unit with 175 bed, called the Vision Care Hospitals (previously AMRI Women and Children Hospital)
- The new venture was taken over at the project level and the entire operation process was initiated
- The set up of the patient service department and its present operations are under my responsibility from Dec 2010
- Performing Administrative functions with a team of 45 people like: allotment of job responsibilities for the juniors, implementation of change in the present operating system improving on service standards etc
- Working with the Marketing department towards different promotional activities for the different services provided by the Hospitals
- Have organized the Pediatric conference at an international level which was called-International update of Acute and Neonatal medicine
- This was the opening of the new unit named AMRI Women and Children Hospital
- The Pediatric conference was followed by a Gynecological conference “Women’s Well Being” – the entire organization of the said conference was done under my supervision.
Deputy Manager
AMRI Hospitals Dhakuria
Kolkata
04.2008 - 03.2010
- Smooth functioning of the Front office in the AMRI Annexe building which included Admission/discharge/outpatient department and in patient billing along with patient grievance handling
- Working with the Quality Assurance department for ISO and NABH
- Preparing the standard operating procedure for the Front office and Outpatient department
- Implementation of different quality indicators as per the quality standards along with implementation of the service standards
- Allotment of shift duty to all the executives working in Admission,Discharge and Out Patient Department
- Interacting with international patients and dealing with their customer grievances and satisfaction
- Introduced new methods, practices and systems to reduce turnaround time.
Assistant Manager
AMRI Hospitals Dhakuria
Kolkata
04.2006 - 03.2008
- Starting of the Admission,Discharge and Outpatient department in the AMRI Annexe Building
- Monitoring the billing activities of Admission, Discharge and Outpatient Department
- Dealing with billing discrepancy, unavailability of beds, problems relating to the flow process of the out patients department, allotting doctors room in the OPD etc
- Preparing the duty schedule for executives working in the department.
Coordinator ( Radiotherapy)
AMRI Hospitals Dhakuria
Kolkata
05.2005 - 04.2006
- The entire coordination of the Department of Radiotherapy
- Maintaining proper patient’s data undergoing radiotherapy
- Coordinating with the different subdivisions of the Department of Radiotherapy directing patients to different stages of Radiotherapy
- Counseling patients suffering from cancer and attending to their need during the treatment process
- ACHIEVEMENTS :
- Re-designated from a departmental coordinator to Assistant Manager with in one year of working
- Also being assigned with bigger responsibilities and proving my ability which motivated the management to assign these responsibilities and promoting me to higher designations
- Working with the audit team of ISO 9001-2000
- Working and implementing the various services standards which lead the organization towards a systematic approach to attain one of the most difficult accreditation in the hospital industry, the NABH (National Accreditation Board For Hospitals and Healthcare Providers)
- Have attended the internal audit program of NABH and various CII Health Summit during this tenure
- Along with this ,I have also attended an educational tour of health care industry, organized by CII in New Delhi ,year 2010
- Have been assigned the job of starting the Entire Operations of a 350 beds new unit of AMRI hospitals limited called the Vision Care Hospital
- Have attended the training program on “Rockfeller Habits” organized by Emami group of companies.
- Worked flexible hours across night, weekend and holiday shifts.
Customer Relationship Manager
Kookie Jar confectionaries
Kolkata
03.2003 - 05.2004
- Was responsible for catering to large corporate customers
- Had to interact with important customers for taking special orders and giving them customized service, bringing awareness of the company’s product line and hence getting new business for the company
- ACHIEVEMENTS
- Was made responsible for the catering during the opening of a of a large IT organization in Kolkata which was a huge account for the company
- Was also made responsible for some very important media coverage for the company
Business Associate
03.2000 - 01.2003
- Responsible for interacting with different business houses in Kolkata and bring in business to the company through advertisements and on-line tie ups.
Floor Manager
Indian Group of Hotels Company Ltd, Taj Bengal
05.1994 - 08.1995
- Responsible for the entire guest related issues in the allotted floors of the Hotel
- Also made responsible for all important and high net-worth check in and check out clients
- Interacting with every guest individually to ensure better service and customer satisfaction
- ACHIEVEMENTS
- Was made responsible for the coordination of the CII conference which was very prestigious and it was taking place first time in Kolkata.
Education
S.S.C.E -
DAV Ranchi CBSE
01.1989 - 01.1960
A.I.S.S.C.E - undefined
DAV Ranchi CBSE
Bachelor of Science - Home Science
Jadavpur, Institute of University
04.1991 - 04.1994
Diploma - Computer Applications
Aptech Computers
Kolkata 02.1996 - 04.1997
MBA - Hospital Administration
Indian Institute of Modern Management
Pune 01.2007 - 12.2009
Skills
- Service standard compliance
Accomplishments
- Received awards for:
• Times health care awards as Best Hospitals Administrator
• Dedication in Covid times by Council of Media and Satellite Broadcasting
• ABHIPSHA award by Hons Governor of Odisha for Women Achiever .
• Times Power women award by Times of India group.
• Contribution to health care award by ICC odisha chapter.
Additional Information
Training done :
-Internal Accessor for NABH ( National Accreditation Board of Hospitals & Health Care)
-“Rockfeller Habbits” – A Foundation.
-Connect to Collaborate- Art of Persuasion by Dale Carnegie.
- Managing Changes – By Indian Chamber of Commerce .
Timeline
Vice President and Unit Head
AMRI Hospitals Limited , Bhubaneswar
03.2021 - Current
Asso Vice President ( Operations & Administration)
AMRI Hospitals , Bhubaneswar
02.2017 - Current
General Manager ( Patient Service )
AMRI Hospitals Ltd
02.2015 - Current
Customer Care Manager
Columbia Asia Hospital Kolkata
07.2012 - 03.2014
Manager
Apollo Gleneagles Hospital
03.2012 - 06.2012
Sr.Manager
AMRI Mother and Child Hospitals
03.2010 - 03.2012
Deputy Manager
AMRI Hospitals Dhakuria
04.2008 - 03.2010
MBA - Hospital Administration
Indian Institute of Modern Management
01.2007 - 12.2009
Assistant Manager
AMRI Hospitals Dhakuria
04.2006 - 03.2008
Coordinator ( Radiotherapy)
AMRI Hospitals Dhakuria
05.2005 - 04.2006
Customer Relationship Manager
Kookie Jar confectionaries
03.2003 - 05.2004
Business Associate
03.2000 - 01.2003
Diploma - Computer Applications
Aptech Computers
02.1996 - 04.1997
Floor Manager
Indian Group of Hotels Company Ltd, Taj Bengal
05.1994 - 08.1995
Bachelor of Science - Home Science
Jadavpur, Institute of University
04.1991 - 04.1994
S.S.C.E -
DAV Ranchi CBSE
01.1989 - 01.1960
A.I.S.S.C.E - undefined
DAV Ranchi CBSE
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