Reshma Francis
Bengaluru
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organisational goals.
Detail-oriented Hospital Quality Executive with over 4 years of experience in healthcare quality management and accreditation. Skilled in NABH/NABL documentation, data analysis, staff training, and process improvement. Proven ability to coordinate across departments to ensure compliance, enhance service quality, and achieve operational excellence.
Overview
7
7
years of professional experience
Work History
Quality Controller
St. Vincent's Hospital
Kottayam
12.2022 - 11.2023
- Managed NABH HOPE assessment procedure.
- Conducted regular inspections of patient care areas for compliance with quality standards.
- Reviewed documentation to ensure adherence to hospital policies and procedures.
- Develop training materials on quality control measures for staff.
- Performed gap analysis between current and desired state of Quality System.
- Reviewed customer
- complaints promptly and took corrective action when necessary.
- Developed corrective action plans to prevent future issues from occurring.
- Documented root cause analysis investigations and recommended corrective action plans.
- Completed day-to-day duties accurately and efficiently.
- Reviewed documents such as SOPs and policies to ensure compliance with industry guidelines.
- Reviewed documents related to regulatory compliance such as SOPs.
Quality Executive
Sree Gokulam Medical College & Research Foundation
Trivandrum
01.2020 - 04.2021
- Coordinated with the Microbiology team for NABL accreditation of the Molecular Biology Laboratory.
- Implemented NABH 5th edition standards and developed new policies.
- Led departmental coordination for policy execution and compliance.
- Conducted quality data analysis and prepared reports for management.
- Designed and rolled out new forms and documentation systems.
Junior Quality Consultant
Tedsys Hospital Administration Consultancy
01.2019 - 12.2019
- Completed NABH HOPE registration for a 20-bedded hospital.
- Performed GAP analysis and implemented corrective measures.
- Conducted staff training and maintained HR documentation (PF, ESI, personnel files).
- Supported hospitals in developing and executing quality policies and processes.
Operations Executive
Sharekhan Ltd
Kollam
07.2016 - 02.2017
- Addressed customer queries and handled client account management.
- Supported account openings, reactivations, and day-to-day branch operations.
- Ensured accurate record maintenance and inter-department coordination.
- Managed customer accounts and updated records in the CRM system.
- Collaborated with team members to resolve complex customer concerns.
- Conducted follow-ups to ensure customer satisfaction after support interactions.
- Responded to customer inquiries via email, providing timely and accurate information.
- Participated in training sessions to stay current with company policies and procedures.
- Identified customer needs and provided appropriate solutions.
- Resolved customer complaints in a timely manner.
Education
Master of Hospital Administration -
Kerala University of Health Sciences
KeralaBachelor of Commerce - Computer Application
Kerala University
KeralaHigher Secondary Education -
Vimala Hridaya GHSS
KollamSSLC -
Vimala Hridaya GHSS
KollamSkills
- Documentation
- GAP Analysis
- CAPA
- Quality Indicators
- Policy Implementation
- Staff Training
- Data Analysis
- MS office
- Report Preparation
- Team Coordination
- Communication
- Time Management
- Attention to Detail
Projects
Nurses' Perception of Organizational Culture and Job Satisfaction, Lourdes Hospital, Ernakulam, 2018 Perception of Patient Safety Management System, Upasana Hospital, Kollam, 2017 Customer Satisfaction Study, Sarathy Motors, Kollam, 2015
Languages
- English
- Malayalam
Languages
English, Malayalam
First Language
Timeline
Quality Controller
St. Vincent's Hospital
12.2022 - 11.2023
Quality Executive
Sree Gokulam Medical College & Research Foundation
01.2020 - 04.2021
Junior Quality Consultant
Tedsys Hospital Administration Consultancy
01.2019 - 12.2019
Operations Executive
Sharekhan Ltd
07.2016 - 02.2017
Master of Hospital Administration -
Kerala University of Health Sciences
Bachelor of Commerce - Computer Application
Kerala University
Higher Secondary Education -
Vimala Hridaya GHSS
SSLC -
Vimala Hridaya GHSS