SOHINI SENGUPTA

Mobile: 976-***-****, 998-***-****

E-Mail: ac15l9@r.postjobfree.com

Hospital Administrator. Seeking assignments in Healthcare & Hospital Management Precise

Post Graduate Diploma in Healthcare & Hospital Management with over 9.5 years of sound experience in Hospital Administration, Business Development and Healthcare Services in Hospital Industry.

Deft at managing day to day administrative activities in co-ordination with various departments for smooth business operations.

Extensive experience in conceptualizing and implementing SOP’s, process improvement, resource allocation, costing and utilization in hospital equipment.

Demonstrated excellence in providing patient quality services in hospital administration.

Strong communication skills, analytical ability and capability to deal with the patients for effective counselling.

Professional Experience

KALYAN METRO MULTISPECIALITY HOSPITAL – HOSPITAL ADMINISTRATOR (MAR’16 -TILL DATE)

Overview of the entire administration of the 50 bedded multi-specialty hospital - General Administration, Medical administration & Human Resource Management.

Monitoring the performance, responsibilities & discipline of 150 employees.

Supervision and coordinating the functions of the following hospital Departments – Reception, Out-patient department, Admission, Billing, F & B, House-keeping, Maintenance, Security, Marketing, Accounts, MRD, CSSD, IT, Pharmacy, Bio-medical, Nursing, OT, ICU, Ward.

Consulting and advising the departmental needs including staffing, utilization of hospital resources, equipment and supplies on problems related to operations of the hospitals.

Recommending changes in administrative policies and functions as per SOP of every department.

Analysis, preparing budgets and allocations of funds based on departmental requirements.

Recommending implementation in improvement of hospital service to the patient including construction & renovation in cafeteria & other hospital premises.

Conducting meetings with respective departments & departmental heads as per schedule to guide, motivate and improve the functions & performance of the departments.

Maintaining the department MIS and reporting to directors weekly/monthly.

Analysis of the data and loop holes and implementing changes in the system for business

development of the organization.

Meeting with the Business Development Team twice a week to implement new marketing strategies and hitting the Business goals.

Ensuring and checking proper maintenance of hospital Medical Records.

Key checking & processing on documentation related to KDMC, Hospital registration certificate, Shop establishment Act, Pollution Control Board, Bio-medical waste, Fire India, PNPDT report, other important certificates & licenses renewal & expiry.

Maintenance of the records related to PF/ PT & Labour welfare Inspection. Regular follow-up with the PF consultant for PF/PT & TDS records of the hospital & other out sources using our hospital premises.

Consulting advocates and preparing hospital agreements with the out-source departments.

Recovery of payment from the out-source departments and maintain the accounts data.

Guiding staff for handling emergencies.

Handling patient grievances, Monitor Customer Feedback and patient round.

Co-ordination with the vendors regarding the supply, costing, bargain and smooth process.

Maintaining & review employee performance record.

Analyzing need and recruitment of the employees.

Conducting interviews and co-ordination with the HR agencies and preparing JD for the respective positions.

Preparing Salary sheet and co-ordination with the PF consultant and accounts department.

Issuing appointment letter, warning letter, pay slips etc. to the employees.

Approving leaves to the employees.

Handling disciplinary actions among the medical team – RMO, Intensivist, Nursing & Technicians.

FORTIS HOSPITALS – HEAD PATIENT CARE SERVICES (FEB’15-MAR’16)

Handling a team of 10 executives in the patient care department

Handling & resolving patient complaints & grievances.

§ Implementation of process in the System for better operations – a) Registration Methodology – Reduction of Dual UHIDs of patients b) Tracking appointment procedure in the HIS to reduce & detect errors. c) Streamline of Systematic Billing

d) Tracking Sheet of Confirmation Call to the Patient – Reason & Timing to increase patient satisfaction.

e) Implemented process to give reminder calls to the respective consultants for the arrival time in OPD

f) Coordination of OPD Chambers as per appointment schedule & time schedule to avoid mismanagement.

§ Monitoring the conversion methodology-Tracking & Improvement to increase the conversion.

§ Guiding the patient to respective departments for investigation, pharmacy & admission department.

§ Handling On-Line Patient Appointment & Queries.

§ Improvement in cash handling methods &tracking for petty cash process.

§ Reduction in the number of bill cancellation & refunds.

§ Sending E mail to the Health Check up Patient a day prior for the confirmation & preparation for the process.

§ PHC co ordination & tracking to increase the number of PHC Conversion.

§ Monitoring of conversion data on a daily & monthly basis.

§ Inter departmental co-ordination for smooth operations.

§ Mentoring the team for admission procedure.

§ Follow up with team for the TPA process.

§ Monitoring the estimate counselling & re counselling procedure of the patient.

§ Daily up gradation & intimation of the in patient billing to the patient & the management.

§ Daily tracking of the Room Up gradation process.

§ Review of the OPD & IPD MIS.

§ Performance review of the staff (OPD & IPD) & disciplinary guidance.

§ Motivating & counseling of staff for performance improvement.

§ Training of Staff on Patient Communication & telephonic etiquettes.

§ Training of staff as per the training need analysis to improve the operation.

§ Maintaining the staff training records & assessment Sheet of the performance review.

§ Interviewing & right selection of staff.

§ Training of the staff to implement FOS ( Fortis Operating System)

§ Quality review of daily, weekly & monthly MIS respect to Fortis Operating System - FOS.

§ FOS Parameters - Reduction in patient waiting time for OPD consultation & admission. Completion of the Health Check up procedure within 4.5 hours. Estimate variation to the patient.

§ Review of SOPs (OPD & IPD) to avoid deviation in providing standardized & Quality Management Service to the patient.

§ Participation & Guiding the team for the NABH Audit.

§ Preparation of documents as per the NABH guidelines.

§ Training of staff for NABH Audit.

§ Roster in charge through Oracle System for customer care department & Purchase department.

Champion for Sparkle Audit.

R. G. STONE UROLOGY AND LAPROSCOPY HOSPITAL – BRANCH MANAGER (Jul’08 – Jun’10)

Monitoring the day to day administrative functions of the Out-patient and In-patient department of

the organization.

Ensure comfortable, warm & caring service to the patient to buildup the reputation of the organization.

Successfully managed a team of 20 professionals to execute smooth functioning of the hospital.

Communicate with the service departments & management to resolve problems & expedite work.

Ensure to minimize the waiting time for the admission and discharge formalities.

Assessment of the feedback forms and fulfillment of the patient expectations.

Ensure to minimize the waiting time for registration & consultation in outpatient department.

Counseling of the patient after consultation for financial assistance to get the OT procedures done.

Keeping tracks with the patient for their plan of action to perform the OT procedures.

Building a good rapport with the consultants and the referral doctors regarding the patients line of

treatment.

Up gradation of the daily MIS report to the higher management.

Evaluation of the organizational activities and performance of the employees.

Making recommendations to the management concerning team members & improvement of the

procedures.

Ensure proper discipline & promptness of the employees.

Motivation and mentoring of the employees for the maximum output.

Ensure the smooth operations of the cashless or corporate patients.

Achievement of the organizational goals as set by the organization.

Participating in and contributing to TQM that may be assigned from time to time.

Arranging weekly meetings with the Marketing department to set goals & strategies for the

promotion of the organization.

Handling Petty Cash for the maintenance of office expenses.

Monitoring the weekly inventory flow & issue purchase order on demands.

Checking monthly inventory stock & submission of the report to the head office.

Professional & Cordial relation with the respective HODs of the Head office including Personnel,

Marketing, Accounts department.

Supervision of the Housekeeping department to maintain cleanliness of the hospital & Infection

control program.

To provide active support to the line function for staff matters.

Defining and clarifying role and responsibilities of direct reports and other reporting staff within area

of responsibility; annually setting goals and objectives for them; providing them with performance

feedback on an ongoing basis.

Manpower Planning : To assist senior management in human resource planning.

Recruitment and selection : To develop, implement and monitor the hospitals recruitment and

selection procedures, assist senior managers on methods of selection and terms for new staff; advise

on the most appropriate type of selection process; participate in the selection process as and when

required. Deciding terms and conditions of employment (Includes the nature of employment working

hours, salary and other benefits).

Induction of employees : To develop, implement and monitor employee orientation and induction

procedure including orientation programs.

Alignment and attunement of employees : To motivate the employees towards the achievement of

the goals and values of the organization; towards customer satisfaction ; towards quality consciousness and commitment to continuous quality improvement.

Performance Management: To develop, document, disseminate, implement and co-ordinate a comprehensive

and effective system for management of employee performance.

Training and Development : To arrange training needs assessment in co ordination with HODs.

To assist senior management in Designing the organization structure. Defining and clarifying

reporting relationships. Succession Planning.

Separation Management : To conduct exit interviews; to conduct analysis of staff turnover and of

exit interviews, make recommendations and follow-up.

Letters : To oversee the issue of various letters of appointment, confirmation, contract renewals and

terminations, of acceptance of resignations and employment/experience certificates.

To supervise the maintenance and updating of the confidential employee/ personnel files.

To advise senior management on terms of employment including pay and compensation and benefits

and conditions of service.

WOCKHARDT HOSPITAL AND KIDNEY INSTITUTE – SENIOR CARE FACILITATOR (Nov’02 – Jan’08)

Managing the day to day customer care function to ensure customer centricity.

Co-ordination with other service departments for the end to end seamless service.

Ensure service is proactive & responsive whether in person, over telephone or via mail.

Daily co-ordination with the consultants for OPD appointments, OT schedule & minimum waiting

time for the patient for consultation.

Guideline to the patient after consultation for investigation procedures & next review schedule.

Distribution of feedback forms to the patient for rectification of the service loopholes.

Issuing certificates to the patient as per their requirement.

Preparing a dialysis patient schedule.

Buildup a cordial and homely atmosphere in the dialysis department for the comfort ability of the

patient.

Corporate billing formalities of the dialysis patient.

Effective co-ordination in Kidney transplantation in the administrative aspect including OT package,

list of investigations to be done, hospital formalities & legal issues.

Submission of MIS report to the higher management on daily & monthly basis.

Giving rounds to the Inpatient department & ICU twice a day to ensure patient satisfaction.

Co-ordination with different service departments to maintain patient wellness.

Fulfillment of documentation in case of patient sent for outside investigations.

Interaction with the esteemed departments and patient relatives for uninterrupted service.

Issue of discharge certificates & feedback forms to reduce maximum waiting time.

Evaluation of the feedback forms & intimation to the higher management if the problem is

unresolved.

Provide courtesy post discharge calls & greetings on birthdays to the patient.

Periodic evaluation of the facilities in the customer areas & active participation in service recovery

to ensure every effort made to retain customer.

Buildup cordial & professional relation with interpersonal departments & higher management.

AMRI HOSPITAL – IN-HOUSE MARKETING (Aug’02-Oct’02)

Motivating & guideline to the patient for the investigations procedure in the hospital.

Co- ordination with the respective diagnostic departments for the smooth functioning & maintain

patient satisfaction.

Key Skills

§ Customer Management Skill

§ Leadership Skill

§ Problem Solving Skill

§ Disciplined, Alertness, Patience.

Achievements & Recognition

§ Administrative activities to run the organization effectively and efficiently.

§ Successfully managed a team of 150 professionals to execute administrative work.

§ Increase in 20% of business revenue on a year on basis.

§ Selected by the Wockhardt employer as the best candidate / employee to attend the WORKSHOP held by Calcutta Medical Associations on Customer Relationship held at Taj Bengal, Kolkata.

§ Selected by Fortis Management as Roster in charge through Oracle System for customer care & Purchase department.

§ Change of Hospital name through Legal Process in coordination with CA/CS & Registrar Office Delhi.

§ Organization Promotion of new hospital name with advertising agencies through designing of the hoarding and other advertising techniques. Professional Qualifications

P G Diploma in Health Care & Hospital Management from Indian Institute of Social Welfare & Business Management, Kolkata in 2002 .

P G Diploma in Medico Legal Systems from Symbiosis Centre of Healthcare, Pune in 2014

P G Diploma in Human Resource Management from Symbiosis Centre of Distance Learning, Pune in 2013

B.Sc. (Bio Science) with the subjects – Botany, Zoology & Geology. from Jogomaya Devi College from Calcutta University in 1999.

12th (Zoology and Botany) from Jogomaya Devi College, W. B. C. H. S. E in 1996.

10th (Biology) from Patha Bhavan School, W. B. B. S. E. in 1994.

Course in Windows 98 & Ms- Office from Aptech Institute in 2002. Academic Project

Title : A Project on Communication Programme

Organisation : B. M. Birla Heart Research Centre, Kolkata Description : The objective of the project is to ensure / find out the patient satisfaction

related to the service provided by the various departments of the hospital.

Title : Quality Assurance in In-Patient Department Organisation : Calcutta Medical Research Institute, Kolkata Description : The objective of the project is to ensure / find out the patient satisfaction

related to the service provided by the various departments of the hospital.

Personal Record

Date of Birth : 8th August, 1977

Address : Flat No. 204, A Wing, Bldg. 1, Shankheshwar Presidency Kalyan (W). Languages Known : English, Hindi & Bengali

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