Terry Winnie Email and Phone Number

Achievements• Drive PnL, 4Million+ budgets, and the hospital’s strategy, operations, quality, sales, and business growth.• Pioneered process improvements that reduced TAT and enhanced customer experience by 87+ satisfaction metrics. • Govern a high-performing team of 30+, hire, onboard, train, and performance management.• Expedited quality improvements by 45% via quality audit tools, 25+ SOPs, KAIZEN, Total Quality Management, Six Sigma, Lean Management, and 5s Standards.• Increased monthly revenue from 2 million to 4 in 3 months by improving patient numbers, conversions, ticket size, surgeries, maternity, theatre, and Critical care units. • Negotiated with 150+ key stakeholders: insurance, consultants, corporates, media, NHIF, and regulatory agencies.

Achievements• Taught 100+ students from certificates to diploma levels in the School of Business and Economics & BSC-HRIM• Formulated course curricula, and instructional materials and assessed performance for 150+ students.• Conducted student learning of class attendance of 40+ students per session.• Unified evaluation, and training feedback by internal, and external facilitators, and acquired a 95% success rate.• Harmonized 30+ research proposals, projects, consultancy, tutorials, and development work.

Achievements1. Oversaw the management of the Health Records Department: - Ensured accurate and efficient maintenance of patient records. -Achieved a 98% accuracy rate in patient record management.2. Developed and implemented departmental policies and procedures: - Ensured compliance with regulatory standards. -Reduced policy non-compliance incidents by 25%.3Led a team of health information professionals: -Provided training, guidance, and supervision for 10+staff Increased team productivity by 30%.3.Implemented electronic health record systems: -Ensured proper utilization and maintenance. -Improved EHR system adoption rate to 95%.4. Managed coding and indexing processes: - international classification systems such as ICD-10. -Reduced coding errors by 20%.5 Coordinated with other departments: -Ensured seamless integration of health records systems with hospital operations. -Decreased record retrieval time by 40%.6 Conducted audits: -Assessed compliance with data privacy regulations and internal quality standards. -Achieved a 100% compliance rate in internal quality audits.9 Liaised with external auditors and regulatory bodies: -Assisted during inspections and audits. -Successfully passed all external audits with zero major findings

Achievements1 Managed and improved overall patient experience: -Focused on patient satisfaction and engagement. -Increased patient satisfaction scores by 25%.2 Developed strategies for enhancing customer service: -Implemented new protocols for patient interaction. -Reduced patient wait time by 30%.3 Enhanced patient journey: -Streamlined the admission and discharge processes. -Achieved a 20% improvement in patient journey efficiency.4 Conducted patient feedback surveys: -Regularly collected and analyzed patient feedback. -Utilized feedback to make data-driven improvements, leading to a 15% increase in positive feedback.5 Trained staff on patient interaction: -Conducted workshops and training sessions for staff. -Improved staff-patient interaction scores by 35%.6 Resolved patient complaints: -Implemented a system for timely resolution of patient complaints. -Reduced complaint resolution time by 40%. -Coordinated with medical and administrative teams: -Worked with various departments to ensure a seamless patient experience. -Enhanced interdepartmental coordination, resulting in a 10% reduction in service delivery issues.7 Monitored and reported on key performance indicators (KPIs): -Regularly reported on patient experience metrics to senior management. -Achieved a 90% compliance rate with established KPIs.8 Promoted a patient-centered culture: -Encouraged staff to prioritize patient needs and concerns. -Increased staff adherence to patient-centered practices by 25%.9 Implemented technology solutions: -Integrated patient feedback systems and electronic communication tools. -Improved real-time patient feedback collection by 50%.

● Worked with compassion and empathy to engage people from diverse backgrounds.● Provided individualized support and guidance for service users across a range of issues to enhance well-being.● Worked collaboratively with stakeholders to raise the profile of service in the local area.● Used clinical and behavioral knowledge to maintain safety during crisis moments.● Generated cancer reports from the National Cancer Registry of Kenya Systems (NaCaRe-KE)● Prepared department budgets and Memos.● Consolidated and coordinated data from country-level health facilities

Achievements1 Managed health records and administrative tasks: -Achieved a 98% accuracy rate in health record management. -Implemented new filing procedures, reducing retrieval time by 40%.2 Coding and indexing using ICD-10 and DHIS 2: -Successfully coded and indexed various health conditions. -Reduced coding errors by 15%.3 Troubleshooting computer and network problems: -Resolved 90% of computer and network issues promptly. -Ensured uninterrupted data entry and system operation.4 Conducted hospital administrative statistics and DBR balancing: -Produced accurate administrative statistics and balanced Daily Bed Returns (DBR). -Achieved 100% compliance with reporting deadlines.5.Managed special clinics (SOPC, DOPC, HROC, GOPC, ENT, etc.): -Organized clinics efficiently, improving patient appointment scheduling by 30%. -Enhanced clinic workflow, resulting in a 25% increase in patient satisfaction scores.6 Entered data from HIV care clinics into C-PAD and IQ Care systems: -Ensured accurate and timely data entry. -Improved data completeness in HIV care reporting by 20%.7 Handled reporting through DHIS 2: -Submitted reports to relevant authorities accurately and on time. -Achieved a 95% compliance rate with reporting requirements.8 Improved efficiency in file management: -Implemented electronic file tracking system. -Reduced file tracing time by 50%.9 Enhanced departmental SOPs: -Updated and streamlined Standard Operating Procedures (SOPs) for filing and data entry. -Increased adherence to SOPs by 30% among staff members.

• Troubleshooting different computer and network problems in the facility• Conducting Hospital Administrative statistics and balancing DBR during ward round• Managing special clinics (preparing clinics, booking appointments and receiving clients on clinic days) : SOPC, DOPC, HROC, GOPC, ENT etc• Making, receiving and submitting reports to the relevant authorities through the DHIS 2• Entering data generated in the HIV care clinic in the C-PAD and IQ Care Health Information System• Filling both outpatient and inpatient files

● Interacted with DHIS 2 system to derive reports, analyze health data, create reports, enter data in the system, and interpret data in DHIS 2● Participated in County Consultative Meetings on Annual Plans and Annual Performance Review● Involved in the formulation and analysis of data for the development of the Service Availability Readiness Assessment and Mapping (SARAM) Report 2013.● Updating the RMNCAH scorecard and ensuring that all counties report in the database● Actively worked on the development of the annual Health Sector Statistics Report 2013.● Consequently, involved in the formulation and integration of the Health Information Monitoring and Evaluation (HIM&E) Annual Work Plan (AOPs) 2014.