Manager Quality

Dr.APARNA GHOSH

Contact: +91-878******* Location: Kochi, Kerala, India

E-Mail: **********.*******@*****.*** / *************@*****.***

~ HEALTHCARE OPERATIONS MANAGEMENT - Strategic Thinker & Planner ~

Seeking positions as…Group Chief Officer - Quality & Operations Management, leveraging 19+ years of experience and expertise across:

Core Competencies: Executive Leadership Strategic Planning (Policies & Procedures) Quality Accreditations & Compliance Policy & SOP Development Healthcare Services Delivery & Management Practices Conducting Trainings & Seminars Change & Turnaround Management Department Set-up & Commissioning Audit & Compliance Reports

Facilitator For: Hospital Administration & Marketing Facility Management Managing Human Resources Resource Management & Allocation Costing & Utilization Inventory Management Process Enhancement & Re-engineering Patient & Customer Management Business Consulting

~ M.Phil./PhD- Hospital & Healthcare Systems Management Master’s Degree-Personnel Management MBA (Marketing) ~

~ Specialized in Healthcare Quality Accreditations’ like JCI, NABH (Hospital, ED, Nursing Excellence),NABL, ISO 9001:2015,Green OT, ISO 22000, Lead GOLD, PdQ and Clean and Green Hospital ~

~ Served as a Member of Apollo Group Internal Auditor’s Team for JCI and Quality Compliances ~

~ Certified Lead Auditor for ISO 9001:2008 ~

~ Bringing in a rare level of business acumen of over 19+ years and a history of association with well-known organizations

~ Enticing profile with intricate understanding of the industry, manifested by broad-based, multi-cultural experience and multi-faceted responsibilities handled all through the career in various capacities as Head of Quality & Accreditation, HOD - Quality Department, Manager - Corporate Governance & Training and GM – Operations ~

n BUSINESS VALUES OFFERED viz. TRACK RECORD

Leadership, Decision Making & Direction

Analysing and examining the efficiency, profits and structure of the hospital facility

Conceptualizing, developing and implementing Policies, Plans & SOPs, process improvement, resource allocation, costing and utilization in hospital operations.

Assigned as a special responsibility as advisor to Supply Chain and Finance Head by CEO

Guiding Top Management on new revenue models and enhancing the revenue earning capabilities of departments like MHC, Lab, Radiology, ER, OT, Rehabilitation.

Established Committees for the hospitals for best decision making outcomes and maintained the records for actionables and ABPs

Coordination/

Financial Management

Establishing and maintaining coordination among top management, consultants, operations staff and departmental heads by organising, directing, controlling & collaborating hospital services in line with hospital mission, vision & objectives

Working on the principles of convergence of work; handling analysis, interpretation and implementation of hospital wide 307+ Quality Indicators for 7 years

Watching on P&L & bottlenecks while ensuring optimum utilization of hospital-wide resources to increase EBITDA while closely working with CEOs and finance directors

Carrying out an in-depth analysis of procurement, inventory control, CAPEX, OPEX, overhead expenses, top lines and bottom lines to establish strategic processes for cost reduction, and budgetary allocations of individual departments in collaboration with supply chain and finance depts.

Customer/ Quality Focus

Leading by example as a Hospital Quality & Accreditation Expert with achievements in acquiring accreditation and Re-accreditation for hospitals

oEstablished First Healthcare Quality Office (Aditya Birla Memorial Hospital) in Pune City; First to give Aditya Birla Memorial Hospital its first ISO 9001:2008 Healthcare Quality Certification

Focused on Inpatient conversions through data analysis leading to thoughtful changes of adding part time doctors; OPD room scheduling – sharing. Helped DMS in adding more expatriate doctors in those areas where there is demand

Observed and modified staff behaivour, by establishing 300 hospital wide control points (called Touch Points) bringing in massive change and improvement in customer experience. Brought about major impact in operation staff’s behavioural approach towards patient and families leading to enhanced outpatient numbers with increased satisfaction rate

Challenges & Improvizations

Establishing and implementing both Clinical and non clinical procedures and protocols

As per JCI 6th Edition book of standards, helped AHD by writing a NEW “CODE OF ETHICS” book to be followed by all employees (Clinical and non Clinical) suited for a hospital in Bangladesh

Worked on re-engineering projects of: Energy Saving Management System: ISO 50001; Hospitality Quality Improvement system - HACCP; and ISO/IEC 27001:2013 Information Security Management

Coaching & Team Development

Developed a New Generation of 12 executives for accreditation, compliance and quality audit for AHD -regarded as the hospital internal process auditors’ and departmental, best guide and advisors (my line of successors)

oTrained them towards strategic thinking and execution with all round knowledge of hospital wide processes, fact findings, new process developments and implementations, leading to overall financial and service development of the hospital, to keep up continuous improvement process

Established 14 all employee mandetory tainings to be conducted by HR dept as per year calendar fulfiling JCI norms & individually carried out all Quality, Policy, Plan, SOP & Safety trainings

n EMPLOYMENT HISTORY

GM - Quality Management Department (CQO) Aster Medcity Hospital, Kochi, Kerala June 17 to Present

Responsible for Hospital Continuous Quality Improvement Activities, development of Hospital Policies, Plans, Protocols; Oversite on Hospital Quality implementations of acadamics & reseach; Implement and achieve Ten Accreditation Programs: JCI, NABH Hospital, NABH Emergency Department, NABH Nursing Excellence, ISO 9001:2015, ISO 22000 (HACCP), Pharmacy’ de Qualite’ (PdQ), Green OT, Clean & Green Hospital, Lead Gold (building stds); hospital events and process projects.

Head - Quality & Accreditation Apollo Hospitals Dhaka, Bangladesh Dec 10 to Dec 16

Facilitated as a Quality Compliance and Accreditation Head, and managed the spectrum of safety & quality-related issues, processes, operations, improvement projects and initiatives, quality compliance, results and outcome.

«Developed processes and monitored hospital wide clinical and non-clinical data, implementation of approved procedures, validate protocols and acted on the results towards continuous improvement process

«Worked on Apollo Group Reporting System on ACE@25, AAP, ACPPP, RACE, AQP, ACAT, data collection, analysis, reporting frequency and auditing

«Nick Named as the “Disaster Management specialist of AHD” in internal circles; provided Apollo Hospitals Dhaka with its First and Second Joint Commission International (JCI) Re-Accreditations

HOD - Quality Department Aditya Birla Memorial Hospital, Pune, Maharashtra Jan 09 to Dec 10

As Head of Quality Department, undertook initiatives to improve/ reduce cost of quality and audit system for all services & process by developing organization vision, mission, values, goals, objectives, policies, plans and SOPs.

«Drove achievements of ISO 9001:2008 Certification from Det Norske Veritas (DNV), Norway in just 7 months

«Developed and managed documentation related to quality system guidelines of ISO 9001:2008, NABH and NABL

«Credited for introducing all systems & international standards and streamlining hospitals processes

Manager - Corporate Governance & Training Apollo Hospitals, Bilaspur, MP Jun 05 – Jun 07

As Corporate Manager, managed overall goveranance of the hospital under the supervision of CEO specially focusing on 3Ps i.e., Policy, Process & Project.

«Exhibited specialised skills in handling hospital projects, protocols and policies by assisting CEO in governance

«Key Role in conducting Hospital Clinical and non clinical Events such as “Patient Safety Week”, “Hand Wash Week”, “Emergency Code Week” etc..

GM – Operations Well View Health Research & Nursing Centre Pvt. Ltd., Jamshedpur Mar 02 to Jun 05

As General Manager-Operations, responsible for streamlining Front Office, Nursing, Phramacy and Housekeeping Proccesses by employing right talent at the right place

«Spearheaded all financial, operational, human resource, legal activities and corporate social affairs

«Developed a project of 250 Bedded Super Specialty Hospital, towards organisation expansion plan

INITIAL CAREER GLIMPSE

Business Development Officer Wipro GE Medical Systems Ltd., Jamshedpur (Jan 00 to Mar 02)

Area Sales Manager Concept Marketing Organization, Exotic Hotel & Resorts Ltd., Pune (Jan 99 – Dec 99)

Territory Manager – Pune Hi-Tech Chairs, Pune (Mar 98 – Dec 98)

*Refer Annexure 1 for Detailed Employment History

*Refer Annexure 2 for Key Projects, Career Facets and Courses / Certifications & Training Details

n EDUCATION & CREDENTIALS

M.Phil/Phd. - Hospital & Healthcare Systems Management (HHSM) u BITS- Pilani, Rajasthan; Secured 8.7 CGPA 2009

Master’s Degree in Personnel Management u Pune University, Maharashtra; Secured 71% 2000

(Specialising in Human Resource Development & Law)

MBA (Specialising in Marketing) u Institute of Management Education, Pune; Secured 64% 1998

B.Sc.(Zoology Hons.) u Fergusson College, Pune University; Secured 67% 1996

~ References and other supporting documents will be furnished upon request ~

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