Dr Samrin Wanjwarkar

1) Service excellence and operations for Preventive Health of 4 units in the region.

2) Implementation & maintenance of SOPs of Preventive Health Operations, including training, measuring key metrics, guiding unit teams on process improvements

3) Measure, monitor VOC/NPS of units on a monthly basis and work with units to improve NPS on a regular basis - Improved NPS for units on introduction of survey link based feedback system and stabilized it over a quarter.

4) Resolve unit issues upon request by collaborating with various departments (if required) and develop workable solutions. Escalate as appropriate and resolve issues within the defined time frame & manage critical ones ASAP - Staggered appointment process, set accountability, proper planning to teams to have operational preparedness in place.

5) Ideate, design and develop implementation of innovative approaches for operations excellence - Home Sample collections, Health check conversions

6) PAN India – strategic projects, enable centralized appointment system

7) New Product - MyProHealth (AI based Personalized Health Program) in hospital units.

8) New Set up - Prohealth Studio implemented in 9 Bangalore & 1 Mysore Clinic from July 2024 with 100 % medical summary closure within 5 - 6 months.

9) Led a project in BG Road on Streamlining and enhancing operational efficiencies.

1) OP & IP Operations – Right SPOC identification, defined roles and responsibilities, clarity of expected outcome.

2) Health Check Operations –

a) Formulating packages considering screening of essential vital organs.

b) Identifying the SPOC with excellent communication and coordination skills to meet the needs of all the beneficiaries.

c) Streamlining the process gradually by having all stakeholders on one platform, having them help address the gaps in respective areas.

d) Ensure end to end coordination for all the beneficiaries.

e) Appropriate data capturing and conversion tracking to understand the trend and increase the numbers / revenue.( Jan to Jun : Volume increase by 2.5 times, 143 to 485 ; Revenue increase by 2.75 times, 8 L to 30 L )

3) Emergency

a) Identifying the Coordination requirement

b) Appropriate data capturing of ER volumes and revenue, specialty wise which helps with in depth view on the business strategy.

c) Tracking of ROT cases (Refusal of Treatment), reasons for it and necessary steps towards reducing it.

d) Conduct monthly meeting with Unit Head, Functional HOD’s and the ER team to ensure alignment and address the needs requiring attention.

4) Radiology

5) Conversion

6) Service Excellence

7) Admission & Financial Counselling

1) Aligned the newly acquired Vikram Hospital to Manipal standards of Service excellence and drive the team towards the organizational goal of being ‘Patient-centric’.

2) Successful implementation of Feedback Management through various sources and Super 8 initiatives.

3) ‘Patient Journey Mapping’ – to track the entire journey that a patient goes through when they are in a healthcare facility’ for the Department of Admission and Radiology at Manipal flagship hospital

4) Implementing and monitoring various customer experience initiatives

5) Manage Customer Feedback System

6) Drive NPS targets across assigned hospitals by working closely with the Unit Customer Experience and Operations team.

7) Initiate Process Improvement Project

8) Analytical grouping and summarizing the feedback shared by customers on various platforms.

1) Extensively formulate, standardize and implement administrative process pertaining to OPD functions by proper guidance to the current resources and thereby ensure optimum utilization.

2) Focus on Customer concerns in detail and try addressing them in a timely manner by coordination and communication with the respective stakeholders if any

3) Daily preparation of MIS and analysis on the monthly footfall and revenue projection by continuous monitoring and guidance to the conversion management team.

4) Identify the reasons of revenue leakage by gap analysis as to why patients do not prefer to avail treatment in our hospital – could be Cost, non-availability of clinician, timely delivery of service etc. and address the same on a timely basis to prevent loss of potential revenue generation.

Administrator ( Dec 2019 - May 2020)

1) Organize, control and coordinate services as per the hospital board regulations by overseeing the development and implementation of programs and policies for patient services, quality assurance, public relations and department activities.

2) Serve as a liaison among governing boards, medical staff and department managers.

3) Assist with recruitment, consenting, screening and enrolment of personnel and practice financial acumen in managing budgets.

SCM Project

1) Identifying and fixing operational issues related to SCM.

2) Optimize the inventory consumption by regular cycle counts using ABC, FSN analysis.

3) Streamline the end to end SCM process so that medicine delays can be avoided.

1) Evaluate processes by studying current process; understand the lacunae in the existing by in depth analysis and interpretation, thereby helping the management in effective decision making and strategic planning.

2) To manage the complete service requirement for the Department of Neurosciences to ensure a smooth service experience at the hospital.

3) Define business improvement strategy depending on the gap analysis & based on inputs received from the team of clinicians in association with the BD team & support the activities for profitable outcome.

4) Launching Evening Clinics for Medicine, OB&G and Paediatrics. and improve the efficiency of services and cater to the patients in timely manner.Assistant Manager – Clinical Operations

1) Supervise all areas of a hospital, including physicians, health information technicians, nursing, medical records and more and ensure the records are filled as per NABH standards.

2) To create reports to analyse the effectiveness of various departments and work to reach financial goals and maintain budgets.

1) Training in various department including, Medical Services, Operations, Finance and Billing, HR and SCM.

1) Handling emergencies in casualty and monitoring of critical and non-critical patients.

1) Handling emergencies in ICU, assisting deliveries, monitoring of ward patients.