Manager

Binu Gopinathan

KMK Express Building Flat ***

Al Nahyan Area

Muroor Road

Abu Dhabi, UAE

Tel: mob: 056*******

Email – ******.****@*****.***; ****.**********@***.***

Visa Status – Employment (Transferrable)

CAREER OBJECTIVE

An UK NHS trained postgraduate (Msc Health Service & Hospital Management from London South Bank University) with wide range of management experience. Currently working as an Operations Manager for SMC & Pharmacy (7 specialty outpatient centre), and currently pursuing Certified Professional in Health Care Quality (CPHQ) from Healthcare Quality Certification Board, USA.

Having special interest and extensive experience in patient satisfaction research, and highly knowledgeable on process improvement methodologies including Six Sigma, Lean, and total quality management. Expertise in CQC and JCIA standards as well as HAAD standards. Able to work on own initiative and as part of a team, commercially aware with good communication, analytical & problem solving, leadership and organizational skills.

My record of academic achievements and professional career history demonstrates attributes that make me a valuable employee, and I am seeking a challenging career where I could implement my skill to prove my caliber.

EDUCATION

2008 – 2009

London South Bank University London

MSc Health services and Hospital Management

Passed with distinction and topper of the university

1997 – 2000

University of Kerala Kerala, India

Bachelor of Science

Pass with First Class

1994 – 1996

University of Kerala Kerala, India

Pre-Degree

Pass with First Class

1993 – 1994

Navabharat English Medium High School Kerala, India

SSLC (GCSE)

Pass with distinction

EXPERIENCE & ACHIEVEMENTS

SMC (7 specialty), Abu Dhabi, UAE, (Current)

Operations Manager

Key responsibilities include, but not limited to

1. Business and Service Delivery Planning

• Efficient and smooth running of the center ensuring high levels of customer satisfaction throughout the patient pathway.

• Ensure adequate administrative and clinical systems are in place for the smooth functioning of the center.

• Strategic planning of service delivery to ensure that the centre delivers services to ensure the center meets HAAD and JCIA standards.

• Planning and implementing services to meet western standards.

• To make the center a role model among competitors.

• To provide effective business planning support to the Board of Directors in the development of services, the designing of health services, and in drawing up business plans.

• Identify areas of concerns that will impact organization’s business process, eg HR and infrastructure requirements, service standard development, etc, and formulating ideas to overcome the challenges.

3. Human Resource Management

• Recruitment and training of clinical and non-clinical staff ensuring that the organization absorbs staff with key skills who can positively contribute towards the success of the organization.

• Licensing of all clinical staff to meet HAAD requirements.

• To oversee and manage the visa and immigration requirements of the newly recruited staff.

4. Financial Management

• To effectively manage the finances to ensure optimal use of financial resources by eliminating the wastage of resources.

• To efficiently manage the finances to ensure infrastructure development and service development.

• To find alternate sources of revenue to increase the profitability of the organization.

• To negotiate with vendors and suppliers to guarantee financial gains.

5. Communication & Marketing

• To negotiate with various business groups to bring in new services to increase the profitability of the organization.

• To devise a marketing strategy so that organization is widely known and accepted in the community and industry.

Key Achievements

• Within 3 months of assuming charge the medical center and pharmacy was made operational.

• Designed services to ensure ultimate patient satisfaction to include patient navigators, and implementing queue management system ensuring excellent access for the patients.

• On final stages of designing a website for the medical center where the patients can book appointments online where they can see the appointment list of the medical center.

• Dosette boxes introduced for elderly patients ensuring independence and compliance with their medications.

• Online repeat prescription dispensing and home delivery of drugs were introduced.

• Realizing the potential of homecare services, authorized and added homecare services to current service list.

• In the process of making the medical center CME accredited.

AT Medics (Corporate managing 11 GP surgeries in UK, Barlby Surgery)

Kensington & Chelsea NHS PCT, United Kingdom

Practice Manager and Transition Expert For Acquisitions

Accountable for the smooth, efficient and profitable running of the hospital, and maintaining a happy and committed team. Strategic planning on acquiring new under performing practices and making them profitable. The key responsibilities include, but not limited to,

1. Business Planning:

• To prepare effective business/service plans/reports on behalf of Board of Directors and submitting these through appropriate routes, internally and externally to acquire additional resources for hospital development.

• Liaising with various organizations including Chelsea and Westminster Hospital to involve in their services, i.e. new community services planned at St. Charles Hospital.

• Acquisition of another NHS GP practice with excellent project and change management methodologies to double the list size and making the organization one of the largest surgeries under Kensington & Chelsea NHS Primary Care Trust.

• To effectively contribute to the team involved in tender processes of AT Medics to acquire new practices.

2. Operational Management:

• Maintaining effective and efficient clinical and administrative services at all levels.

• Constantly investigating areas of patient dissatisfaction and devising strategies and implementing corrective policies and procedure to ensure high quality service ensuring ultimate patient satisfaction.

• To act as a complaints manager and to follow the standard AT Medics Complaints Management Policy for effective management of patient complaints.

• Maintaining excellent relationship with patients and to conduct monthly patient participation group meetings to understand the areas of service improvement.

• Implementing, monitoring, and consolidating new quality standards, policies and procedures put forward by the Ministry of Health, National Institute of Clinical Excellence, and Primary Care Trust.

• Organize and facilitate various health service quality research activities including clinical audit to ensure that the services quality is maintained at all times.

• Regular attendance to Practice Based Commissioning meetings to actively participate in the new proposed changes to National Health Service in UK and to oversee future turnover.

3. Information and Communication:

• To identify and implement excellence in practice using research and benchmarking.

• With the aid of process improvement methodologies collate and provide information to Board of Directors to reduce expenses and increase profit of the hospital by streamlining operations, improving quality, and eliminating defects.

• Providing appropriate information to the Board of Directors in relation to quality eg information on complaints, incidents, risk management etc to monitor performance.

• Conduct regular clinical, administration and management team meeting to disseminate information on new changes and developments in the healthcare industry, new processes to improve service quality, etc.

• To support the development and maintenance of clinical information systems (CIS).

• Providing timely information and documentation to the PCT thus ensuring the quarterly and yearly income of the hospital is maintained.

The job responsibilities also include directly line managing the administration and clinical staff, information technology and its effective implementation, managing the premises and equipment, maintaining patient record confidentiality, maintaining health and safety regulations, ensuring personal and professional development of all staff, recognize the importance of effective communication within the team, and actively contribute towards implementation of services.

Key Achievements:

1. Successfully taken over another surgery with excellent project management and change management skills making Barlby Surgery one the biggest hospitals under Kensington and Chelsea PCT.

2. Carried out an audit on the complaints management of all 11 surgeries and recommendations for better complaints management presented before Board of Directors, which was commended.

3. Various patient experience enhancing programs and services introduced including Envisage patient calling system, online appointment booking, text appointment reminders, touch-screen check-in system, etc.

4. Carried out an audit and helped to reduce the discrepancy of list size in the national patient database thereby substantially increasing the income for AT Medics.

5. Through a series of well-framed business reports with facts and figures acquired additional resources from the PCT.

6. Employing direct marketing strategy substantially increased the list size of the surgery thereby increasing the profitability.

Webahn Internet Solutions Pvt Ltd (Sub: Webahn Inc USA)

Kerala, India

Production Controller

• As a production controller the main responsibilities included managing a strong workforce of over 100 employees, which included medical records clerk, medical proofers, IT department, quality analysts, supervising them at all levels of production making sure that the quality control standards are met.

• Creating monthly performance reports for submission to the Managing Director to monitor quality of service.

• Devise process improvement strategies and implementing them to maintain profitability of the organization.

• The main duties also included liaising with customers (USA hospitals such as Henry Ford Hospital Group, Michigan USA, University of Michigan Hospital, USA, Northpointe Heart Centre, Berkley) and making sure that the customers are satisfied.

Key Achievements:

• Helped the company to stabilize its clients by implementing new quality standards.

• Increased the average productivity of company by 25% at the end of first month after taking up the post thus increasing the profit.

• Successfully managed to acquire new business clients from the highly competitive USA market.

• Unified the medical records and IT management departments thereby decreasing the management cost and increasing the profitability.

Webahn Internet Solutions Pvt Ltd(sub: Webahn Inc, Michigan, USA)

Kerala, India.

Medical Proofer (July 2005 – 2006)

• Responsible for checking the quality of medical records created by the medical records clerks.

• Managing a small team of 10 and main duties included building the team, training and motivating the team as well.

Key achievements:

• Promoted to the senior management post of production controller considering the hardworking mentality, flexibility to change, loyalty and key management skills.

Heartland Information Services Pvt Ltd

Toledo, Ohio

Medical Transcriptionist (Medical records clerk) August 2000 – 2004

• Creating accurate medical records for the USA hospital groups ensuring that all quality standards are met.

• Appreciated by the management for maintaining high standards in production continuously for one year while working as a records clerk.

TRAINING

• Completed ILM (Institute of Leadership and Management) Level II Award in Team Leading from Newham Sixth Forum College, Stratford, United Kingdom.

• Completed three weeks on-the-job training on hospital management at Leighton Hospital (Mid Cheshire Hospitals NHS Foundation Trust), Crewe, United Kingdom.

• Completed training on LastWord (Electronic Patient Records) from Chelsea and Westminster Hospital.

• Completed training on CIS-I (Electronic Patient Records) from Kensington and Chelsea PCT.

• Advanced Life Support Training.

• International English Language Testing System (IELTS) score of 7.5 from University of Cambridge ESOL examinations.

SKILLS

• Highly knowledgeable in various research methodologies including quantitative and qualitative research.

• Skilled internet researcher with ability to extract data from various online databases like Cinhal, Ovid Medline, PubMed Central, etc.

• Highly competent in Microsoft office including Word, Powerpoint, Excel, Outlook Express, Access and Project. Excellent user of various clinical information systems including LastWord, Vision, CIS-1 etc.

• Excellent report writing skills with vast experience in educational and business report writing.

• Multilingual (Hindi, Malayalam, Tamil) with high level of English Language Proficiency (written and oral).

• Maintains keen interest in the latest developments in health services management through networking with similar professionals around the world.

AREAS OF EXPERTISE

• Financial/strategic planning • Team building/leadership

• Operational management • I.T. implementations

• General management • Change management

• Human Resources • Quality Assurance

• Marketing • Health & Safety.

MEMBERSHIPS

• An active member of Canadian Society for International Health, Ottawa, Canada (CSIH).

• Study member of Institute of Leadership and Management (ILM), Staffordshire, UK.

• Appreciated by Leighton Hospital, Mid Cheshire Hospital NHS Foundation Trust, Crew, UK for carrying out an audit on “”Mandatory Training Policy” and reframing it.

• Participated in the research for finding the efficacy of online referral system of Ministry Of Health, Sultanate of Oman.

• Worked with Gokulam Medical College & Research Foundation (A hi-tech tertiary teaching hospital in India) in examining the patient satisfaction of the hospital using stratified sampling technique.

REFERENCES

Will be provided on request.

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