PRIYA SINGH
Kaushambi, Ghaziabad
Summary
Application for the post of COO (Hospital Administrator/ Operations & Quality Management) Dear Sir/Madam, I would like to introduce myself as Priya Singh, Masters in Hospital Administration, having more than 20 years of total experience in Healthcare industry with various Corporate Hospitals. I am currently working as Business Head at CloudNine Hospital East Delhi Unit. I have worked as Unit Head at COPC Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
20
20
years of professional experience
1
1
year of post-secondary education
1
1
Certification
2
2
Languages
Work History
Business Head
CloudNine Hospital
East Delhi
- Details of the job profile handled by me
- Ensure overall Revenue and Operations of the Hospital with an eye on EBITDA
- Ensure requisite stock of Foetal Medicine, Neonatologist & Paediatrician in EDH
- Maintaining the targeted VC Deliveries
- Ensure growth in Neonatology work and to ensure increase in revenue
- To ensure NICU occupancy
- Ensure growth in Fertility revenue
- To ensure Conversion and Revenue Assurance through Conversion
- To ensure Talent Enhancement - Hiring and Development
- To ensure Integrated Competency and Performance based Talent Enhancement
- Minimize complaints in NPS
- Minimize systemic issues impacting the organization (resulting in reduction of customer complaints across all issues)
- Finalizing the clinics for improving the efficiency
- To ensure Customer Delight by ensuring a high Google Review at any point in time.
- Established and managed monthly, quarterly and yearly sales plans
- Built and strengthened relationships with industry partners to drive growth
- Developed and implemented successful strategies for building company sales
- Streamlined costs through proactive examination and improvement of operations
- Set and monitored annual budgets for departments and entire business
Management trainee, Medical Superintendent
Tarsem Kumar, ESCORTS HEART INSTITUTE & RESEARCH CENTRE
- Under the supervision of Lt
- Col
- Dr
- Attributes:-
- Positive Attitude, Maturity, Inquisitiveness and High energy levels
Unit Head
COPC Care Hospital Banjara Hills
2021.07 - 2021.12
- Looking after the Patient Care Experience, Revenue and Resource Optimization and utilization and ensuring seamless operations at the Centre
- Job Profile at CARE Hospitals included the following:
- Monthly Performance Review of COPC targeting opportunities for improvement
- Taking initiatives to increase Conversion percentage from OP to IP, OP to diagnostics,OP to Pharmacy and taking steps to arrest cross speciality revenue leakage
- Conducting Neighbourhood Contact program to increase revenue parameters
- Conceptualizing and implementing speciality clinics
- Hiring of new Clinical Talents and Consultants for new services
- Managing material and FNB cost as per AOP
- Improving manpower productivity and optimizing FTE yield
- Responsible for cost control for maintenance and optimizing manpower utilization
- Compliance to Terms of Reference of the Committees and coordinating meetings according to the calendar schedule
- Closure of Action items as per timeline and ensuring adherence of International patient safety goals (IPSG)
- Responsible for the conduct of Quality Audit and ensuring quality meetings on timeas per schedule.
AGM Operations
Virinchi Hospital
2020.10 - 2021.06
- Setting up of an IVF Centre which included setting up of the lab,Embryo Culture systems and running the unit.
Hospital Administrator
AGM International Operations, Yashoda Hospital
2019.10 - 2020.07
- Developed, managed and reviewed the processes and services encompassing all service functions
- Developed and implemented policies, procedures and best practices in the administration of Hospital with reference to international Services
- Ensured adherence to protocols and processes in clinical and non-clinical services
- Worked in close collaboration with clinical & non-Clinical functions to ensure delivery of world class Healthcare services
- Ensured patient satisfaction and service delivery standards for IP and OP patients
- Day-to-day tracking of operating performance
- Advised and implemented the corrective action plans to steer the team performance
- Hired , trained and retained talent across all the functions mapped for the role
- Co-ordinated with clinical teams(doctors, nurses) to ensure smooth service delivery for patients both OP and IP Services
- Created and implemented a best practice program, maintaining a consistent level of quality of care offered to patients, for General Administration & Operations in all the hospital activities
- Coordinated the activities of all the departments for smooth flow of patients & information flow
- Associated Hospital Clinics Management, Doctors and other staff scheduling
- Oversaw patient care flow while redirecting and allocating resources
- Liasoned with departmental heads to reduce TAT for various diagnostic reports as well as improving efficiency of processes such TAT with discharge and admission in HIMS
- Also implemented new ideas.e.g; Data fone (voice recorder) trial run successfully done
- Idle assets have been monetized
- Management of Inventory: Ensured that critical stocks and minimum stock levels are maintained at all times
- With occupancy levels at an all time high, have ensured optimum utilization of the available rooms and beds
- Deciding the prioritization of allocation of rooms depending on the needs and disease/ailments
- Evaluated the patient satisfaction
- (Designed and introduced the Patient Feedback form)
- Organized induction, orientation programs
- Checked the duty roasters of all the departments every month
- Handled the grievances of the patients, asesssed feedback forms filled by the patient's relatives and asked their experience of stay, quality of treatment, behaviour of staff towards them and tried to solve it with the respective Department
- Coordinated admission and discharge process in high occupancy hospital, imparting fast discharge process and patient satisfaction.
COO
KRIMS, Ketki Research Institute of Medical Sciences
Nagpur
2014.06 - 2019.08
- The following was part of my job profile:
- Ensured operational control and reporting procedures towards putting in place an effective “patient care mechanism” which is central to the businessof any Hospital
- Ensured hassle free and effective operations in the Hospital by removing bottlenecks from time to time
- Supported the Director and CMD to work closely with Consultants and Admin departmental heads to achieve business development targets
- Had regular Contact with Consultants and monitored their performance
- Inspected clinical facilities and conducted one complete round of patient interactions on a daily basis
- Regularly interacted with all the department heads and initiated amicable solutions on day to day query of patients
- Implemented Infection control procedures as part of organizational policies and maintained ICU and OT as per protocols
- Monitored smooth functioning of the OPD, IPD, Casualty and OT complex
- Monitored and ensured that the hospital and allied departments met operational targets.Reviewed the monthly MIS Report and devised plans to reduce costs
- Ensured the safety of both staff and patients by taking safety precautions in all activities of the hospital
- Chaired committees related to the Quality assurance programmes and also enforced standard guidelines of NABH protocols and policies
- Oversaw effective collation and analysis of patient feedback on daily basis
- Sanctioned approval for hiring medical Consultant and head officials in the hospital
- Ensured effective & optimal utilisation of resources needed to carry out the administrative functions
- Designed and implemented academic programs for the department personnel and ensured that all employees were oriented /trained about the quality system of the hospital.
Head of Admn
Baroda Heart Institute, Research Centre
2013.05 - 2014.06
- Administered and coordinated all activities of the hospital
- Corporate tie-ups: Ensured continuation of existing clients/corporate and also brought new Corporates under tie-up
- Formalized contracts for the upkeep of the Hospital
- Handled the grievances of the patients, asesssed feedback forms filled by the patient's relatives and asked their experience of stay, quality of treatment, behaviour of staff towards them and tried to solve it with the respective Department
- Undertook daily rounds for understanding the internal and external customer concerns and issues
- Provided best possible solutions for their concerns
- Helped in setting up hospital safety standards in conjunction with Matron, Support service Manager and Chief Biomedical Engineer
- Did interactions with consultants for their OPD slots & IPD rounds and maintained their availability
- Coordinated with IT and Finance team for incorporation of new contact/ regular updation of details in HIS and on paper
- Did Regular database updation related to the consultants credentialing, degree and registration number and other documentation
- Organized events,academic& social meets, CME's
- Content development, design & branding of hospital & MIS forms
- Looked after Management of Human Resources Department operations which includes induction and orientation programs
- Looked after Operation theatre utilization,which reduced the waiting time of surgery
- Implemented new policy of Inventory Management at centralized stores and wards
- Looked after Introduction and implementation of Incident reporting policy& review Committees
- Streamlined the cashless billing and introduce ESIC scheme which increased the patient footfall and revenue of the organization
- Ensured the safety norms of the hospital, followed both patient & staff safety policies and eliminated all unwanted steps in HIS pertinent to Billing.
Sr
BAGH, Alembic group)Hospital
2012.02 - 2012.09
Manager Public Relations
CHL- Apollo Hospitals Indore
2005.02 - 2009.06
- Planned, Supervised and Coordinated hospital functional operations and activities ensuring smooth and pleasant relations between various departments and their attendants
- Performed as troubleshooter and investigator
- Took floor rounds to supervise all the employees and got the feedback of all day-to-day activities
- Sorted out the problems of the floors
- Maintained team spirit among different categories of employees
- Took care , maintained good relation and ensured that all VIP Patients visiting the hospital had a pleasant experience during their visit and were taken good care of
- Organized promotional sessions for the hospital with Media Agency
- Took feedback from the patients and sorted out the difficulties faced by them during the stay
- Tried to maintain patient satisfaction at the level best by sorting out all the queries
- Supervised the ward-cleanliness as well as fumigation of rooms
- Liaisoned between patients/ attendants/doctors
- Compiled Statistical and patients satisfaction reports, analyzed and summarized these reports and stated possible corrective actions wherever indicated in an endeavor to improve and customize hospital services.
Hospital Administrator
M HOSPITAL
Bhilai
2003.07 - 2004.12
Manager Customer
Mukat Hospital & Research Centre
Chandigarh
2002.06 - 2003.06
- Care & Corporate Relations
- Duration :
Education
P.G Diploma - Hospital Administration
L.N. Mishra Institute of Economic Development & Social change ( Recognized by IMA
1998.01 - 1999.04
Diploma - Doctor of Medicine, Acupressure
Polypathy world Organization wing of Sabha Sansthan, Acupressure
Graduate - Economics
Patna Women's college
BSEB - undefined
Mount Carmel Convent Patna
Skills
Effective and Empathetic Communicator with Good Interpersonal skillsundefined
Accomplishments
- Care Hospital, Banjara Hills, Hyderabad, Yashoda Hospital Somajiguda Hyderabad, Virinchi Hospital Hyderabad, KRIMS Hospitals Nagpur, Delhi Escorts Heart Institute, Mukat Heart Institute Chandigarh, CCMH Bhilai, CHL-Apollo Hospital Indore, Bhailal Amin Hospital(Alembic group) and Baroda Heart Institute & Research centre
- I have also done PG in Quality Management & accreditation of Hospital from Academy of Hospital Administration(AHA Noida)
- I have gained substantial experience across a few functional areas of management with special interest and expertise in Operations Management, Crisis management, Corporate communication, Licensing and Liasoning with service providers, Customer services and Guest relations, HIMS, Inventory management, Vendor Management, NABH Protocol ( design SOPs for all departments) and trained the staff accordingly and HACCP( Hazard Analysis and Critical Control Point)
- I believe the knowledge and the relevant skills, which have been acquired by me through my professional experience, sound academic background and practical training in the field of Healthcare Industry would be beneficial to your esteemed hospital
- Diligence, sincerity and integrity are the attributes integral to my personality which help me to complete my assigned tasks on time and to the best of my abilities
- I also believe in team work and am always eager to learn from my colleagues /juniors
- I thrive on accepting any new challenges that come my way
- I firmly believe that with my positive attitude, I will be able to make a major contribution through my job to your esteemed hospital
- Looking forward to a positive response from your end
- Thanks and Regards
- Yours sincerely
- Priya Singh
- Skills and Core competencies:
- P.G Diploma in Quality Management and Accreditation of Hospitals from Academy of Hospital Administration ( AHA) New Delhi.(Year-2014-2015)
Certification
QMACO
Quality Management and Accreditation of Hospitals
Received this Certification in 2015 from AHA/Noida.
Timeline
Unit Head
COPC Care Hospital Banjara Hills
2021.07 - 2021.12
AGM Operations
Virinchi Hospital
2020.10 - 2021.06
Hospital Administrator
AGM International Operations, Yashoda Hospital
2019.10 - 2020.07
COO
KRIMS, Ketki Research Institute of Medical Sciences
2014.06 - 2019.08
Head of Admn
Baroda Heart Institute, Research Centre
2013.05 - 2014.06
Sr
BAGH, Alembic group)Hospital
2012.02 - 2012.09
Manager Public Relations
CHL- Apollo Hospitals Indore
2005.02 - 2009.06
Hospital Administrator
M HOSPITAL
2003.07 - 2004.12
Manager Customer
Mukat Hospital & Research Centre
2002.06 - 2003.06
P.G Diploma - Hospital Administration
L.N. Mishra Institute of Economic Development & Social change ( Recognized by IMA
1998.01 - 1999.04
Business Head
CloudNine Hospital
Management trainee, Medical Superintendent
Tarsem Kumar, ESCORTS HEART INSTITUTE & RESEARCH CENTRE
Diploma - Doctor of Medicine, Acupressure
Polypathy world Organization wing of Sabha Sansthan, Acupressure
Graduate - Economics
Patna Women's college
BSEB - undefined
Mount Carmel Convent Patna
QMACO
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