Experience

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  NATHEALTH - Healthcare Federation of India

  • India

  • Regional Lead- South Region

    • Jan 2024 - Present
    • India
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  Apollo Home Healthcare Ltd.

  • Hyderabad, Telangana, India

  • Head Quality

    • Jul 2021 - Jan 2024
    • Hyderabad, Telangana, India

    Responsible for the function wise Quality Indicators of the organization which involved key parameters related to clinical outcomes, operational Outcome and Customer experience-Institutionalising the Net Promoter score metrics for improving the customer experience across all Customer Segments and...

• 

  Self-employed

  • Hyderabad, Telangana, India

  • Healthcare Consultant

    • Feb 2020 - May 2021
    • Hyderabad, Telangana, India
• 

  Portea

  • India
  • Hospitals and Health Care
  • 700 & Above Employee

  • Asst Vice President Quality & Process

    • Jan 2018 - Feb 2020

    Portea Medical is the largest home healthcare company in India. It is a pioneer in this field and is healing a large base of customers at home across 16 cities in India. It offers a wide portfolio of health care services and products- all in the comfort of home. • Ownership of driving accreditation & certification programs for Portea, Medybiz & Get fast• Launch of strategic initiatives to create a conducive environment to support Service quality & Business Excellence• Overall ownership of continual quality improvement of the system• Work cross functionally to launch process improvement and process excellence projects• Take all the strategic decisions for quality dept to ensure process compliance• Design & drive Quality assurance program in line with the business requirements for Portea, Medybiz & Get fast• Drive the culture of RCA & CAP across the company• Drive the culture of design based thinking across the company• Ownership of Medical documentation Portea, Medybiz & Get fast• Design and drive all process audits, Call audits, PV audits for Portea, Medybiz & Get fast• Work cross functionally to design the departmental and operational indicators, perform trend analysis & CAP across the company

  • General Manager Quality & Process

    • Oct 2015 - Dec 2017

    • Develop and own service excellence model for both Homecare and the Pharmacy division • Achieve ISO 9001:2015 and ISO 27001 for Medybiz – Pharmacy division• Set up an entire mechanism for transnational audits (prescription audits, call audits) Branch operations audits as per GDP and pharmacovigilance audit for Medybiz- The pharmacy division and launch of case file audits for services• Introduce process audits for Services• Launch process improvements for Equipment product and overall Patient payment collection process• Introduce ICD coding into EMRs for patient disease profile management• Conceptualize & define Product process for various products & services• Support in product launch by reviewing the specifications

  • Senior Manager Process

    • Apr 2014 - Sep 2015

    • Define Product process for various products • Support in product launch by reviewing the specifications • Set up an entire mechanism of transnational audits to improve sales and manage customer queries & escalations• Launch online case files for services• Owner of Customer experience (NPS & CSAT)

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  Vaatsalya Healthcare Pvt Ltd.

  • Bangalore

  • Senior Manager Quality Assurance

    • Jul 2012 - Apr 2014
    • Bangalore

    • Responsible for implementation of NABH across 17 locations• Part of the transformation team• Customer satisfaction/experience (CSAT/NPS)• Process mappings (SOPs), creation of forms & formats• Process audits• Departmental indicator monitoring• Committee meetings• Process trainings

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  HOSMAC India Pvt. Ltd.

  • Mumbai, Kolkata, Delhi, Bangalore

  • Senior Management Consultant

    • Sep 2006 - May 2012
    • Mumbai, Kolkata, Delhi, Bangalore

    I started my career in healthcare consulting working for India’s largest pioneering name in the field of Hospital Planning & Management consultancy. I was part of the management consulting services division wherein I was involved in the following projects across India:-• Undertake Market feas...