Vandana Varan

• Handling OP services, IP services, Admissions, Emergency services, CRM, Call Centre, EPABX and Diagnostics
• Proven ability to develop and implement creative solutions to complex problems.

Key Projects Undertaken:

• Streamlined operations in call centre department leading to reduction in call drops from 35% to 6% and increased call inflow by 7% per agent yielding higher patient footfall in hospital
• Conducted time motion study for Endoscopy department resulting in decreased turnaround time by 20 minutes and more effective scheduling thereby accommodating more customers.
• Streamlined discharge process achieving a reduction in process turnaround time from 6 hours to 3.5 hours resulting in higher bed turnover ratio.
• Performed slot rationalization in OPD yielding increased OP consults by 2%
• Implemented "OP Konnect" - tool for OT scheduling process with direct revenue impact and better OT utilization.
• Process Roll out, Project Planning and execution – Planned and executed Inpatient in-room non-clinical service request management “Dial 77”. This was recognised, much appreciated and awarded as best adoption across Apollo group.
• Manpower deployment, managing staff and overall cost control of departments
• Continuous monitoring of footfalls, patient satisfaction and cost control measures across different departments thereby contributing to top line of hospital
• Driving and monitoring of projects initiated by Group Presidents’ office
• Introduced new measures to monitor process efficiency using data collection and analysis along with key performance indicators as part of monthly performance report of hospital
• Designed and launched ‘Hospital Dashboard’ for critical non-clinical departments with identified key process indicators
• Conducted diagnostic study of core operational department.
• Responsible for sustainable change management in light of new process launches in hospital
• Planned and executed project for Ambulance management and tracking system.
• Dashboard - Operational KPIs for performance measurement.
• Implemented AIFS for collecting OP feedback across various touch points (Apollo Instant Feedback System) which is one of its kind in the Health Care sector in India & is being used across Apollo Group.
• Improved operational efficiency by 25% through process streamlining and resource optimization, resulting in cost savings of $X.
• Enhanced patient satisfaction scores by 20% through implementation of customer-centric strategies and service quality improvements.
• Ensured 100% regulatory compliance, reducing risk and improving reputation through effective risk management and quality assurance initiatives.
• ⁠Developed and mentored high-performing teams, resulting in a 25% increase in employee engagement and retention.
• ⁠Successfully implemented a new digital communication system, ensuring timely and complete information to the patient and attendant resulting in improved patient experience. Successfully implemented Smart OT scheduler & Planned leading to reduction of last minute OT cancellation resulting in increased revenue.

• Responsible for Business and Operational Excellence in Health Check Vertical.
• Handled Operations for 11 major Out Patient Care departments
• Implemented Lean Six Sigma approach in APHC
• Created of weekly Dashboard & monthly performance report card to measure processes efficiency with help of data collection, data analysis for measurable KPIs.
• Development of conversion metric to ensure maximum conversion from APHC to OP & IP and increasing business revenue.

• Responsible for management of all Non-Clinical teams.
• Developed and Implemented 39 SOPs.

Demonstrated exemplary delivery of digital systems -

• Learning Management System.
• Hospital dashboards including comparative Complaint Analysis Report.
• Process re-engineering of major HIS modules.
• Tablet based Centralized Customer Feedback/ Complaint Management System and successful roll out at SOBO unit and same was replicated in other units.
• Tablet-based physician module integrated with HIS to enhance patient experience and reduce diagnostic leakages.
• Online financial counseling process rolled out for all admissions with integrated reports.
• PACS implementation
• Develop metrics to measure performance of Service line & Patient satisfaction, which is now being used across WHL
• Streamlining of Discharge Process and Online Discharge summary implemented for In-patients and Health check patients

• Responsible for overall management of International Patient Services leading a 40 member team.
• Coordination with backend marketing team towards increase in patient flow by maintaining high level of satisfaction in OP & IP International patients.
• Training team members towards different service standards and customer satisfaction tools
• Developed14 improved SOPs for all processes.
• Effective administration of International Patients Lounge - Maintain complete documentation
• Developed various online applications to attain transparency in processes and reduce manual work hence enabling team to pay more attention to patient need.

• Ensure adherence to statutory compliance w.r.t. JCI & ISO standards for Operations department including Facility management, Biomedical Engineering, Housekeeping, Security and F&B.
• Responsible for overall management activities for all OPDs and coordination with support services departments.
• Played a major role as Super Trainer for Medical and Non-Medical staff during implementation of the new HIS.
• Renovation projects and expansion projects Coordinator- renovated 10 OPD areas, Dialysis department, Diagnostics and patient areas
• Core team member for Quality Assurance.

• Responsible for overall coordination and management activities for all 38 COE OPDs leading a team of 60 members.
• Member of operational excellence programme driven by ApolloWay for OP services for improving service standards, daily monitoring of customer feedback

• Developed 26 SOPs of all improved processes to create reference manual for sustenance of changes / improvements.
• Worked as Operations Executive handled OPD, Health Check, IPD, ER & Dialysis.
• Re-designated from Executive to Senior Executive with in one year of working.