Operation Manager - Medical Centers Division
YIACO Medical
Total years of experience :14 years, 0 months
Key Accomplishments
• Decreased the OPEX of Medical Centers Division by 8.5%, following through resources utilization analysis, thus increasing the annual net profit.
• Increased clinical departments sales by 4% in 8 months.
• Played an important role in cost centers generation and allocation for better financial analysis.
• Introduced centralized and electronic material management system that will create the culture of accountability, better monitoring and efficient purchasing hence contributing to increasing profit margins.
Key Responsibilities:
• Responsible of preparing and implementing with center managers the annual budget of the centers and the general MCD, leveraging key insights acquired from continuous market and competitor analysis, that is also used in shaping the marketing and development plan of the centers.
• Working closely with Marketing team in brand building and strategically positioning the centers to ensure maximum attainment of market share.
• Elevating the centers’ standards’ of: health care provided, facility safety and patient experience using international and market standards, through placing quality indicators, SOPs and streamlined processes.
• Analyzing feasibility of acquiring New center/clinics, as per the strategic vision of expanding YIACO Medical centers in Kuwait.
• Providing expert advice to centers’ and divisions’ managers in fields of Healthcare management, administration, patient experience, Material management, Pricing and advertising strategies.
Key Accomplishments:
• Played an instrumental role in the development of operating policies & budgets which created the ecosystem for the efficient delivery of Medical Care in a 5-Star hospitality environment.
• Supported the Recruitment Division in the recruitment & selection process for Salhiya Medical Pavilion’s staff; created and Implemented loyalty and referral program that increased the sales by 5% in the first 30 days.
Key Responsibilities:
• Planning & executing key tasks linked with the planning & commissioning of the facility with the commissioning team to accomplish performance indicators in sync with growth goals & additional established targets.
• Reviewing financial reports, contracts & major expenditures; supporting the Management Team in strategic thinking and problem solving & decision making to accelerate the pace of growth & expansion.
• Coordinating with Division Heads for the preparation & implementation of the Annual Budget preparation; leveraging key insights acquired from Market Analysis to prepare & adjust the Marketing & Business Development plan of the Medical center.
• Providing expert advice across the domains of Administration, finance, pricing strategy, marketing plan and service level for the seamless implementation of the mission & vision of the organization.
• Actively engaging in brand building activities and determining the ideal positioning strategy in pursuit of enhancing the market share and to become the first choice for medical needs in Kuwait and nearby regions.
Key Accomplishments:
• Enhanced the customer satisfaction score by 10% (from 84% to 94%) in less than a year and successfully maintained it.
• Acquired the covered Ministry of Health Accreditation for all services departments without any limitation after just 6 months into the position.
• Attained JCI Accreditation Standards linked with Safety, Quality, Human Resources Management & Environmental Safety Issues.
• Reduced the linen replacement rate by 30% by ironing out the kinks in the processes and significantly brought down the customer waiting time through the introduction of an automated valet parking system.
• Chaired the waste management subcommittee which ensured greener purchases, sustainable project development and energy saving whilst reducing hazardous waste leading to cost effective operations.
• Collaborated with the Business Development Manager and prepared operational & financial feasibility for the provisioning of services to nearby hospitals to enhance the revenue base of the Hospital.
Key Responsibilities:
Primarily responsible for the management of multiple outsourced departments including catering, housekeeping, waste management, laundry, porters, security, ambulance transport landscaping, pest control and valet services
• Prepared detailed Requests for Proposals (RFPs) with an optimal balance cost, time and quality to reduce the turnaround time for each procurement cycle.
• Critically analyzed contractor performance at regular intervals for compliance with the agreed terms of service; took necessary action in case of non-conformance.
• As the primary point of contact for companies on contractual matters, met with contractor representatives on a monthly basis to discuss matters of mutual concern for continuous improvement and new projects as required.
• Maintained contractual records and other documents; authorized payments that were consistent with the terms & conditions mentioned in the contract.
• Developed & implemented annual & quarterly improvement plans & goals to enhance the quality of customer service; penned down the annual budget for each department and conducted financial studies to control overheads.
• Liaised with the Ministry of Health & Environment and other governing bodies on issues related to permits and national & international regulations for the seamless flow of operations.
• Responded to major & minor emergencies in a proactive manner and resolved issues faced by customers in an amicable manner.
• Assured that the staff took relevant training pertaining to their designated roles; allocated resources in an efficient manner for the assured realization of optimal utilization.
• Established policies & procedures for safe practices in alignment with International & National standards.
Key Accomplishments:
• Enhanced patient satisfaction of the department from by 34% (from 55% to 89%) during the first 8 months and maintained satisfaction rate of 93% till the end of the tenure.
• Developed capacity & ecosystem for Local & International Accreditation (JCIA).
• Recognized by the Management Team for exceptional performance.
Key Responsibilities:
Primarily responsible for department fiscal operations, marketing plan, customer service, billing systems, coding regulations, financial reporting, radiation safety & quality plans, insurance & registration process, purchasing & inventory control and interviewing & selecting new employees
• Pioneered continuing education to enhance staff professional standards; implemented Radiation Safety & Quality Plans of the department.
• Made the department collection process from insurance companies more efficient; improved the radiology workflow by decreasing the turnaround time of the reports.
Key Responsibilities
Primarily responsible for providing clinical application support ranging from basic to advance MRI on GE MRI systems
• Training customers on MRI basic and advanced physics and on manipulating GE machines
• Delivering basic to advanced MRI applications on site from 0.2T to 3.0T MRI machines (Delivering advanced application in MRI cardiac, Angiography, Spectroscopy and Breast Imaging)
• Providing support to customers in purchasing the right software on site and to maintain long term working relations; also providing sales marketing support in the MEACAT region as and when required
• Administered training to new colleagues on the Application process and overall MRI applications techniques to enable them to deliver on the Management's expectation from them.
Apr 08 - July 12 University: Edexel, UK Advanced Diploma in Management Studies.