Extensive experience gained in the GULF and Egypt
• Medical/Pharmaceutical Sales Representative with a solid experience gained in the U.A.E.
• Resourceful, reliable and customer-focused professional with good business sense, strong autonomy, proven leadership, the ability to train and to take charge.
• Marketing Coordinator with successful track record in marketing communication, event design and management.
Careerexcellence101,an innovative and comprehensive healthcare domain training designed for covering both entry-level (covers career path guidance and corporate etiquette) and experienced professionals
Optimize Medical Representatives Visits using My Sales DialerAnjul Katare
Pharmaceutical Industry relies heavily on Medical Representatives (MR) for feedback, sale and constant touch with doctors and hospitals. This presentation demonstrates how My Sales Sales Dialer solution can optimize MRs work with remote management and tracking of agents.
Extensive experience gained in the GULF and Egypt
• Medical/Pharmaceutical Sales Representative with a solid experience gained in the U.A.E.
• Resourceful, reliable and customer-focused professional with good business sense, strong autonomy, proven leadership, the ability to train and to take charge.
• Marketing Coordinator with successful track record in marketing communication, event design and management.
Careerexcellence101,an innovative and comprehensive healthcare domain training designed for covering both entry-level (covers career path guidance and corporate etiquette) and experienced professionals
Optimize Medical Representatives Visits using My Sales DialerAnjul Katare
Pharmaceutical Industry relies heavily on Medical Representatives (MR) for feedback, sale and constant touch with doctors and hospitals. This presentation demonstrates how My Sales Sales Dialer solution can optimize MRs work with remote management and tracking of agents.
Advancing Team-Based Care: Building Your Primary Care Team to Transform Your ...CHC Connecticut
Advancing Team-Based Care: Building Your Primary Care Team to Transform Your Practice
Presented 2/18/2016 as part of the CHC Primary Care Workforce Development National Cooperative Agreement
Patient Satisfaction
Patient Satisfaction Today
• Has become an important buzzword in health
care.
• Patients have access to hospital “report card”
patient satisfaction and quality scores.
– Ex: Hospital Compare
• Hospital placing high priority for patient
satisfaction due to scores being tied to
reimbursement rates.
Patient Satisfaction Today
• Patients are better informed.
• Patients want to understand their medical
care and be a part of the decision-making
process.
• Health care is featured almost daily in the
media, increasing patient expectations of the
care provided.
How is Patient Satisfaction Measured?
• Hospital Consumer Assessment of Healthcare Providers
and Systems (HCAHPS) Survey.
• Standardized survey to gather and compare data across
the nation.
• 27 questions based on:
– Physician/Nurse/Staff Communication
– Hospital Environment
– Pain Management
– Overall rating
– Recommendation of Hospital
• Conducted through mail and/or telephone.
• Conducted after patient discharge.
Sample HCAHPS Questionnaire
• During this hospital stay, how often did nurses treat you with courtesy and
respect?
1. Never 2. Sometimes 3. Usually 4. Always 5. Non Applicable
• During this hospital stay, how often did doctors treat you with courtesy
and respect?
1. Never 2. Sometimes 3. Usually 4. Always 5. Non Applicable
• During this hospital stay, how often was the area around your room quiet at night?
1. Never 2. Sometimes 3. Usually 4. Always 5. Non Applicable
• Would you recommend this hospital to your family and friends?
1. Definitely No 2. Probably No 3. Probably Yes 4. Definitely Yes
• Using any number from 0–10, where 0 is worst hospital possible and 10 is
the best hospital possible, what number would you use to rate this
hospital?
Hospital Compare
Impact of ACA on Patient Satisfaction
• Pay For Performance (P4P).
• DRG payments are adjusted based on
performance on HCAHPS (30%) and clinical
process measures (70%).
• Patient satisfaction makes up 30% of hospital’s
score.
– Recommend Hospital
– Rate Hospital 9–10
Excellent Patient Satisfaction
• Excellent customer satisfaction goes beyond
patient interaction during hospital stay.
• Organizations judged on customer service the
instant contact is made with patient or family
member (phone, face-to-face, email, etc.).
• Higher patient satisfaction with inpatient care
and discharge planning is associated with
lower 30-day readmission rates.
» Source: AM J Managed Care, 2011; 17(1): 41-48
Trickle Down Effect of Excellent Service
• Providing excellent service leads to happy
patients who are less anxious.
• Less anxious patients are more cooperative,
leading to positive results.
Patient Needs
• Customer-friendly environment.
• Compassionate, caring, and individualized
care.
• Respect for privacy.
• Cultural sensitivity.
• Timely and proper explanations about ...
Motivated and performance driven; clinical and business professional. Determined and passionate about implementing best practices while targeting education and improving staff development efficiently. Expert knowledge of healthcare environment, ability to positively influence behavior for quality patient outcomes. Demonstrates ability to creatively use consulting and listening skills when working with interdisciplinary teams, promoting consensus with communication and transparency of program goals. Organized and presents research and analytic benchmarks proficiently with cross functional team collaboration.
1. SWETHA ANKAM
DEGREE : Masters in Business administration Email: Swetha.ankam@yahoo.com
Branch : HRM contact no: 9591692199, 08971401101
Career Objective:
Intend to build a career with leading corporate of challenging environment with committed and
dedicated people, which will help me to explore myself fully and realize my potential. Willing to work in
a key player in challenging and creative environment.
Profile:
A able performer, go-better and able to work both in a team and independently to accomplish the
targeted objectives without delay.
Work Experience:
• Worked as a Patient Support Counsellor for Corpone offshoot associates(BPO)pvt Ltd
supported by MSD Pharmaceuticals ( SPARSH HEALTHLINE) from July-2008-July-2011.
Responsibilities:
• Patient Retention
• Regular follow up with the patients regarding adherence to medication, diet , exercise and life
style modification.
• Educating and counselling the patients through telephone on Diabetes Managament.
• Worked as a Certified Diabetic Educator with Pfizer India Limited for a period of 10months.
Responsibilities:
• Patient Retention
• Counselling Patients face to face and through telephone on Diabetes Management.
• Organizing Medical camps to patients , conducting blood tests and guiding them for the control
of Blood glucose.
• Counselling and Training provided to nurses about Insulin Administration in Yashoda Hospital,
Care Hospital and Apollo Hospital.
• Worked as Quality Analyst for UK process in Zen 3 info solutions pvt.ltd(Semi-Voice ) from April
2012 till April2014.
2. Responsibilities:
• Handling emails of UK clients.
• Booking accommodation and flights, cancellation of bookings. work done by team members.
• Listening to the calls of the agents and providing feedback.
• Working as Team Leader for Piramal Swasthya on Project National Aids Control Organization
Helpline.(NACO)
Responsibilities:
• Handling a team of 26 agents
• Monitoring the call flow, managing the shift timings of the agents, preparing roster.
• Listening to call taken by the agents and giving feedback.
• Given training on Telephone Etiquettes.
• Preparing Invoices of the operational and telephone expenses.
• Maintaining a track of weekly and monthly reports.
Achievements:
• Hold a post of Mentor for diets evaluation.
• Maintained good quality in work by scoring 96% in MOS.
• Received many acclaims and rewards for my performance during my work period.
• Handled highest call load among Team.
• Received appreciations from Doctor's regarding Behavioral modification in patients.
• Awarded as Best counsellor for a period of 4months in team
• Gave training for Trainees regarding the process.
Areas of Expertise:
• Trained on Patient Support Counseling Skills and psychology by "VIMHANS".
• Trained on Communication skills, Telephone Etiquette & Call Handling by "MA- FOI".
Computer Profiency:
• Microsoft Office( Word ,Excel and Power point)
• SQL(Standard Query Language)
Academic Profile:
Course Institution Department Year of
Completion
Marks %
3. MBA(hr)
B.Sc
Intermediate
S.S.C
Osmania
University(correspondenc
e)
RRD Degree College,
Vidyanagar.
Sri Sai Vignan Barathi
Junior College,
Secunderabad.
Amravathi Grammar High
School, secbad.
HR
Microbiology, Genetics,
Chemistry
Biology, Physics, Chemistry
-
2012
2008
2005
2003
65
75
70
74
My Strengths:
• Hard working and dedicated
• Good communication skills
• Maintaining long term relationships.
PERSONAL DETAILS:
Name Swetha Ankam.
Husband Name Mr. Nagaraju D
Occupation Application Analyst
DOB 08/05/1988.
Nationality Indian.
Gender Female.
Languages known English, Telugu, Hindi
Hobbies Watching cricket and listening to music.
Contact Details:
Current Address:
j/32, 2-4-660, Ram Gopal pet,
secunderabad -500003
.
Permanant Address:
j/32, 2-4-660, Ramgopalpet,
secunderabad -500003
.
4. DECLARATION
I hereby declare that the details furnished above information are true and correct to the best of my
knowledge.
Place: SECUNDERABAD
Date: A.SWETHA