Neelam Thakur Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

Bengaluru Area, India

Managing corporate wellness programs, initiatives and activities with a focus on increasing employee engagement and supporting to build a strong culture of health and wellbeing.

Narayana Multispeciality Hospital - Hsr

Bangalore

• Responsible for managing projects, statutory compliances and operations of a newly started hospital• Managing client, business partners (outsourced) and vendor engagements• Leading operation’s team to deliver day-to-day business solutions efficiently and effectively• Engaging in creation and implementation of strategy for the new site• Using the appropriate business revenue models, terms and conditions to build and renew vendor contracts• Responsible for managing scope, cost, schedule, manpower and contractual deliverables through applying techniques of planning, tracking and risk management• Reviewing and validating functional requirements, visual designs and test plans for Hospital Information System (HIS) implementation• Delivering projects in a timely manner at committed cost and scope• Tracking solution functionality and performance to ensure that it meets organization’s operational needs• Monitor, track and liaise with different portfolio managers, vendors to identify risks and issues

Bengaluru Area, India

• Project Gateway: Developed and Implemented processes for OP/IP & CAG-Surgery conversion funnel to minimize revenue leakages• Re-designed process flow for Dr. Devi Shetty’s OPD to ensure minimum delays and maximum satisfaction.• Unit Lead for service excellence, implemented e-registrations, e-feedback and service settings in Out-Patient Department• International Patient Operations: Manage query, regulatory norms, upselling, internal marketing, feedback, post country exit treatment follow-up and International credit payment follow-up• Drove a successful in-house Cardiac Screening Activity “Safebeat” targeting the elite clientele and achieved the targeted revenue of Rs.8 lacs per month

Bengaluru Area, India

• Achieved 106% revenue and 100% EBDITA for the year 2012-13• Achieved Rs. 1.2 Cr Revenue consistently for the financial year 2012-13 with the capacity of 30 beds• Successfully completed unit expansion from present 30 beds to 65 beds within defined timelines• Financial and Cost Management Initiatives: Closely monitored and analyzed cost centers in the unit, coordinate with central purchase, worked very closely with credit recovery team (Insurance & Marketing) for better cash flow management• Provided financial analysis and inputs for strategic planning during business review meetings• Managed teams of Consultants, Jr. Doctors, Paramedics, Nursing and other Support Staff at unit level• Responsible for budgeting Capex/Opex, in lieu with Facility Director (FD), finance head, HR, Biomed and maintenance department• Evaluate operational processes, conduct audits, gap analysis and make cost reduction suggestions to senior management• Tracking all medico legal suits, potential complaints and adhere to medical and non-medical statutory compliances to ensure timely renewals of licenses• Unit Quality Head: Implemented SOPs, Fortis Operating System (FOS), Medical Operating System (MOS), Clinical Excellence Score Card (CESC) and Customer Satisfaction Index (CSI)• Supporting Business Development team for onsite corporate health checks, corporate activities/talks, in-house camps, branding and clinics launch• Conduct training need analysis and communicate to the HR team to improve communication and quality of patient care

Bengaluru Area, India

Operations & Marketing:• Responsible for coordinating between clinical & non clinical departments and manage day to day operations and deliverables• Negotiate on Annual Maintenance Contract (AMC) and Comprehensive Maintenance Contract (CMC) with vendors for different equipment’s• Liaise with Government agencies for annua/monthly returns and licenses (i.e.- MLC, Birth-Death Information, Blood Bank, PNDT, pollution control board, Municipal corporation etc)• Formulate and Implement Standard Operating Procedures (SOP) for Operation Theater and Medical Record Department (MRD) to improve productivity and customer service• Arrange Camps, Continuous Medical Education (CMEs), Awareness program, Press Conferences and Press Releases• Annual pricing reviews and communicating same to statutory and other business concerns (KPME, TPA’s and corporate)• Conduct Health awareness programs to build Asian Health Alliance as a brand• Promote hospital facilities and services to the health care professionalsCustomer Relationship Management:• Develop In-Patient/Out-Patient feedback form• Conduct Root Cause Analysis (RCA) to ensure maximum customer satisfaction• Provide First-Impressions Customer Service to in-patients and family members• Counsel and advice patients/family members on different modes of payment• Interact with direct customers, Healthcare professionals, In - Patient and Out – Patient on daily basis• Handle customer grievances and suggest corrective measures

Indore Area, India

Administration:• Increased In-Patient satisfaction level from 34% to 73% and Operation Theater (OT) utilization rate from 37% to 52%• Initiated vaccination program for hospital employees• In-Patient account position check, advance follow-up and file audit on daily basis & communicating same to their attendees• Front Office and OPD management by ensuring proper patient communication & accurate billing• Executive In-charge for Medi-claim and MRD• Conduct Open and Close File AuditHuman Resource:• Shift Planning, Monitoring and managing clinical and non-clinical staff• Designed and conducted induction, training and development program for employees in accordance to the departments’ need• Organize all co-curricular events, staff amenities and welfare matters for employee satisfaction• Ensure documentation and filling of records of employees working at present and had been working earlier• Developed performance appraisal parameters for Annual Performance Reviews (APR) for clinical and non-clinical department

Indore Area, India

• Managing a team of 15 members.• Meeting the set targets and Delivering Performance and responsible for managing reports.• Creating and developing a dynamic environment that ensured minimum absenteeism/attrition amongest the team members, Coaching and Feedback.• Grievance Handling and providing product and process training

Mba, Hospital Administration

MBA(Hospital Administration)

High School