General Manager
Emirates Home Nursing
Total years of experience :19 years, 2 Months
null
Spearheaded end to end executive management of the organization including setting up strategies, targets, business plans and budgets
•Implemented various process improvement initiatives for various departments aimed at enhancing operational efficiency, maintaining P&L/ KPIs
•Maintained regular interaction with authorities and stakeholders for identifying new business opportunities
•Coordinated activities related to setting up new policies/ procedures, streamlining processes and defining standards
•Participated in vendor negotiations aimed at optimizing costs through implementation of new technologies and methodologies
•Acquainted team members and ensured compliance to various processes/ procedures, operational standards, processes for implementing the same in day to day business transactions
•Developed rapport with existing clients and prospects for effectively closing identified business deals. Enhanced client satisfaction by effectively resolving issues and rendering qualitative service delivery
•Monitored fund flow and collection targets to evaluate organizational financial health as well as to approve payments for ongoing / forthcoming projects or business vendors
•Collaborated with HR in recruiting, grooming and training employees based on business as well as operational requirements
As Operations Manager
•Defined/ implemented annual business KPIs for the team; liaised with clients/ peers in definition of annual KPIs for the team
•Maintained regular interaction with customers in ensuring prompt resolution of issues related to release management
•Optimized resource utilization and implement various process improvement initiatives aimed at enhancing productivity/ profitability
•Liaised with various support teams in ensuring effective resolution of escalated issues in compliance to various SLA parameters
•Generated/updated various status reports for the senior leadership team and other stakeholders to enable effective decision making
Enterprise Impact:
•Played key role in enhancing revenue by 300% by establishing good relationships with clients from all over the GCC
•Successfully increased headcount from 30 to 120, drivers from 3 to 11 and cars from 4 to 9
Managed day to day departmental activities for enhancing client satisfaction and accomplishing organizational business objectives
•Coordinated administrative aspects related to admission, insurance coverage, recruiting & scheduling resources
•Managed the day to day insurance approvals for the administrative office, right form preparation of the Medical Report from the Doctors to approving the Insurance claim from the Companies
•Enhanced operational efficiency in setting up quality improvement management program. Set up strategies using SWOT analysis to promote quality culture
•Developed key performance indicators (KPI) (clinical indicators, patient/client satisfaction indicators, financial performance and others)
•Maintained high audit ratings and low error rates in operating units to enhance service quality
•Defined new guidelines for recruiting new staff and guidelines based on business/ operational efficiency
•Organized training and orientation sessions for employees based on business as well as operational requirements
•Rendered top-down communication to employees and bottom-up feedback to the senior management to enable effective decision making
•Prepared patient satisfaction questionnaire including monthly reports to enable effective decision making
•Evaluated activities of subcontracting companies (cleaning, pest control and security) to ensure compliance to organizational standards
Enterprise Impact:
•Significantly enhanced patient satisfaction by providing qualitative service in coordination with the medical fraternity
•Instrumental in deploying 24/7 duty officers for assisting to patient related issues
•Functioned as member of the executive board involved in JCIA accreditation
Focused on end to end management of recruitment process, followed by grooming & mentoring the medical & administrative staff
•Optimized organizational finances by maximizing income and minimizing expenditure, prepared annual budget, processed payroll, pensions and resolved petty cash related issues
•Managed utilization of resources, buildings, computers and other equipment; acquired and supervised insurance required for various activities
•Coordinated clinical administration consisting of 80 indicators across 19 clinical areas - coronary heart disease, heart failure and hypertension including additional services across areas like cervical screening, child health surveillance, maternity services, and contraceptive services
•Ensured compliance to Practice Based Commissioning, Local Enhanced Services, Direct Enhanced Services, Claims for medical activities across the healthcare unit
•Followed up with local partners & managers in accomplishing day to day business targets
•Maintained funds, data & policy for primary health care delivery as well as implementing health and safety policy
•Implemented organizational IT policies for optimizing usage of IT systems, developed procedures to ensure smooth functioning of practice information systems EMIS PCS and HIS)
•Enhanced patient satisfaction by effectively resolving reported issues
volunteers
courses: Course of Coaching for leaders and Managers •Course of Management & Leadership •International English Language Testing System (IELTS) •Nursing practice-commendation •Out-patient Practice-commendation
,General medicine