Harshita Mishra

+91-9716100440 Harshita.mishra2011@gmail.com H.N.902, BT-4, Omaxe Heights, Sec-86, Faridabad

Professional Summary

I am a seasoned professional with a wealth of expertise in hospital operations and management,

backed by a strong educational background and notable achievements in the healthcare industry.
I am an experienced professional with over 15 years of expertise in hospital operations, supply chain
management, and administration. I have proven track record in facility operations, vendor
management, process improvement, people management, and stakeholder engagement. I had
worked with renowned healthcare organizations such as Ayu Health Hospitals, Primus Super
specialty Hospital, and Max Healthcare. My achievements include receiving awards for exemplary
performance in service excellence and patient care parameters. Currently, I am serving as a Cluster
Manager-Operations at Ayu Health Hospitals, overseeing operations in South Delhi and Faridabad. I
hold an MBA in Operations Management and a Bachelor's degree in Political Science. I own skills in
budgeting, strategic planning, resource optimization, and has proficiency in MS Office.

Career Trajectory:

I had worked in both healthcare organizations as well as in companies specializing in facility

management and procurement.

Current Position:

Organization: Ayu Health Hospitals Role: Cluster Manager-Operations Tenure: April 2022 -
Present

Previous Positions:

• Organization: Primus Super specialty Hospital Role: Sr. Manager-Operations Tenure:

June 2020 - February 2022
• Organization: Max Hospital-PPG Role: Deputy Manager-Support Services Tenure:
September 2014 - April 2020
• Organization: CBRE India Pvt. Ltd (Dell International Services) Role: Facility Executive
Tenure: January 2014 - September 2014
• Organization: Johnson Controls India Pvt. Ltd. Role: Central Procurement Executive
Tenure: June 2010 - January 2014
• Organization: DHV India Pvt. Ltd. Role: Facility Executive Tenure: November 2008 -
December 2009
• Organization: ATS - Advanced Technology Support Roles: Tele Marketing Executive &
Admin Executive Tenure: July 2007 - November 2008
Achievements

• GEM Award at Max Healthcare: Awarded for Exemplary performance in the fields of Service
Excellence.
• I was honored with the prestigious award for Best Achievement in Patient Care
Parameters by ABP News India at the renowned Taj Lands’ End in Mumbai.
• With the help of my team, I could successfully benchmark the Discharge Process
Turnaround Time (TAT) for discharges before 2 PM across all network hospitals of
Max. As a result, my efforts were recognized, and I was awarded for achieving the best
performance in League 2 for FY 2018
• I was also rewarded for outstanding contribution and performance on Patient
Experience Score
• Successfully re-presented Max Healthcare in AHPI global concave. Awarded best in the
category of Quality beyond Accreditation.
• My team was rewarded for Augmenting the overall performance of MSSH PPG in FY
2018-19.
• Cost Savings Achievement: MSSH (Max Super Specialty Hospital) achieved savings of 15%
out of a 5 Crore budget by optimizing the use of consumables and laundry operations.
• Received a Certificate on Continuous Improvement from JCI (Johnson Controls India Pvt
Ltd).
• Received a certificate for being the best employee at DHV India Pvt. Ltd.

Job Experience- Current Role & Responsibility

Cluster Manager in Ayu Health Hospitals - From April’22 to till date.

• Oversee and manage the complete operations of multiple hospitals within the allocated area.
Ensure smooth functioning of various processes in the interest to both hospital and the Ayu
Health.

• Take responsibility for the profit and loss of the hospitals in the assigned area. Monitor revenue
generation, expenses, and financial performance. Implement strategies to improve profitability
and optimize take rates

• Lead the onboarding process for new hospitals within the allocated area. Coordinate with the
business development team to identify potential network hospitals, negotiate agreements, and
ensure a smooth transition during the integration process.

• Build and maintain strong relationships with key stakeholders, including network hospitals,
business development managers, patient care executives, and other departments. Ensure
effective communication, address concerns, and provide solutions to support the growth and
success of the hospitals.

• Monitor and analyze performance metrics of the hospitals in the cluster. Identify areas of
improvement, set key performance indicators (KPIs), and develop strategies to enhance
productivity, efficiency, and patient experience. Provide guidance and support to teams for skill
development and performance improvement.
 • Collaborate with the finance department to prepare budgets and financial forecasts for the
hospitals in the assigned area. Monitor budget adherence, analyze variances, and take
appropriate actions to ensure financial targets are met.

• Ensure compliance with internal policies, regulatory standards, and quality assurance
protocols. Implement best practices, standard operating procedures (SOPs), and quality
systems to maintain high standards of patient care, safety, and service delivery.

• Work closely with marketing and product development departments to ensure brand
consistency and enhance customer satisfaction. Collaborate with network hospitals to address
their needs, resolve issues, and provide timely and effective solutions.

• Lead and manage a team of direct reports, including business development managers, patient
care executives, and other operational staff. Provide guidance, mentorship, and support to
ensure a high-performing team that delivers excellent results.

• Contribute to the development and implementation of strategic plans for the hospitals in the
cluster. Conduct market analysis, identify growth opportunities, and formulate strategies to
achieve long-term objectives and financial sustainability.

Previous Experiences

Sr. Manager- Operations in Primus Super specialty Hospital - From June 2020 to Feb
2022.
As Sr. Manager-Operations at Primus Super specialty Hospital, I successfully managed operations,
fostered a culture of communication and accountability, and enforced compliance with quality
standards and regulations. I prioritized providing a safe and secure environment for patients,
visitors, and staff by planning security protocols, implementing monitoring systems, managing
materials, coordinating emergency systems, and ensuring proper documentation. I was responsible
for complete operations, focusing on three key areas.
Operations & Analytics:
• Participated in strategic planning and implementation with senior management.
• Ensured service-quality standards and adherence to budgetary requirements.
• Acted as custodian for government and statutory compliances for non-medical services.
• Shortlisted, trained, scheduled, and motivated manpower for nonclinical departments,
optimizing output and service standards.
• Planned and controlled administration budget compliances, ensuring service quality and
adherence to budgetary restrictions across multiple departments.
Culture & Capability building:
• Established and maintained a culture of open communication, accountability, and timely
decision-making.
• Institutionalized innovative rewards and recognition programs to promote a high-
performance culture.
Compliance/Process Enhancement:
• Established best-in-class processes to ensure adherence to quality systems and compliance
with standards such as NABH.
• Facilitated strict compliance with statutory, accounting, and regulatory norms for process
and operational adherence.
Deputy Manager (Support Services) - Max Health care (Patparganj) Sep 2014 –till April
2020
I was entrusted with the responsibility of managing various aspects of hospital operations. I played
a significant role in optimizing hospital operations, enhancing patient experience, ensuring
compliance, and driving quality initiatives. Here are the key highlights of my role and achievements:

Facility Management:
• Conducted regular rounds to identify maintenance and service-related gaps.
• Led the "Swachh Max" Project, focusing on enhancing the LFST (Look, Feel, Smell, and
Touch) of the hospital to improve overall satisfaction.
Hospital Operations:
• Responsible for short-term and long-term planning in Administration, Front Office, Food
& Beverages, Service Excellence, and Housekeeping.
• Implemented and sustained processes to ensure efficient operations.
• Conducted long-term planning for the unit through competition benchmarking. Patient
Care &

Patient Experience:
• Implemented initiatives to improve patient satisfaction based on feedback from Indian
Market Research Bureau (IMRB).

Procurement and Supply Chain:

• Managed departmental purchases, including creating BOQs (Bill of Quantities),
monitoring costs, and approving invoices.
• Ensured efficient supply chain management.

People Management:
• Prioritized effective people management, leveraging individuals' skill sets and bringing
out their best performance.

Project Management (Performance Matrix for Non-clinical Departments):

• Analyzed service-related parameters for non-medical departments and published lead
business reports and dashboards.
• Successfully completed major projects such as GDA (Vidhyarthee) productivity,
reduction in service TATs, and the Discharge Project.

Internal Committee & Compliance Management:

• Oversaw complete Bio-Medical Waste compliance management and ensured adherence
to building rules and plastic waste management.
• Monitored safe cleaning protocols and practices to maintain a high standard of infection
control.
• Quality Management:
• Collaborated closely with the Medical Administration team to analyze key operational
and quality parameters.
• Drove quality improvement through quality objectives and various projects.
Facility Executive CBRE India Pvt. Ltd (Dell International Services) Jan 2014 - Sep 2014

As a Facility Executive, I played a crucial role in ensuring effective facilities management, maintaining
a pleasant and well-maintained work environment, and managing various aspects of the facility's
operations and budget.
my role involved providing fully integrated professional facilities management strategy and delivery
at Dell International Services in Gurugram. Here are the key responsibilities and tasks I handled
during that time:
• Published lead business reports and dashboards to track and analyze key performance
indicators.
• Managed the P&L (Profit and Loss) site budget, ensuring cost control and adherence to financial
targets.
• Oversaw vendor management, including sourcing and evaluating vendors for various facility-
related services.
• Developed and maintained MIS (Management Information System) and service level
agreements.
• Assisted in recruitment and training processes for facility management staff.
• Managed complete soft services and upkeep of the premises, including housekeeping, pest
control, landscaping/horticulture, façade cleaning, and gym room maintenance.

Johnson Controls India Pvt. Ltd. -Jun’2010 to Jan’14- Central Buying team Executive
(Procurement)

During my tenure at Johnson Controls India Pvt. Ltd., I worked as a Central Buying Team Executive
(Procurement) in the GWS division. Johnson Controls was a part of Johnson Controls International
PLC, a Fortune 500 company, known for its integrated facility management services and expertise in
building efficiency. my role as a Central Buying Team Executive involved strategic planning, supplier
management, negotiation, and overseeing the procurement process, all aimed at optimizing the
supply chain and delivering value to the organization and its clients
Within the organization, I managed the account of Kraft Foods and later took on the end-to-end
responsibility of sourcing for four different companies at a national level: Motorola, Agilent, Kraft
Foods (Cadbury's), and MSD. My role encompassed various tasks and responsibilities related to
procurement and supply chain management. Some of the key aspects of my job included:

• Planning and analysis: Forecasting client demands and aligning procurement activities
accordingly.
• Supplier identification: Identifying suitable suppliers and vendors for the required goods and
services.
• Service evaluation: Assessing and evaluating the quality and suitability of services provided by
potential suppliers.
• Key supply chain KPIs: Establishing key performance indicators (KPIs) to measure the
efficiency and effectiveness of the supply chain.
• Negotiations: Engaging in negotiations with suppliers to secure the best value and terms for
the organization.
• Purchase order processing and payment: Managing the entire process of purchase order
processing and ensuring timely payment to suppliers.
• Contractual terms and service level agreements: Establishing and managing contractual terms
and service level agreements with suppliers to ensure compliance and performance.
Facility Executive ---- DHV India Pvt. Ltd. ----- Nov-2008 to Dec 2009

During my employment at DHV India Pvt. Ltd. from November 2008 to December 2009, I worked as
a Facility Executive in an engineering consultancy firm. DHV was a Fortune 500 company that
primarily focused on sectors such as water, oil and gas, urban development, irrigation, and building
industries. My role as a Facility Executive at DHV India involved responsibilities related to data
management, billing, recruitment, training, financial analysis, client satisfaction, and compliance
management. Here is the summary-

• MIS & Data Management: Managing and organizing data, generating reports, and maintaining
management information systems to facilitate decision-making processes.
• Billing: Handling billing processes, including invoicing, tracking payments, and ensuring timely
settlements with clients.
• Recruitment & Training: Participating in recruitment activities, conducting training sessions,
and monitoring the performance and development of the ground facility teams.
• Monthly Management Review: Preparing and presenting monthly management review
presentations to provide updates on key metrics, achievements, and challenges.
• Supplier/Vendor Meetings: Organizing meetings with suppliers and vendors to address any
concerns, ensure service quality, and maintain a high level of client satisfaction.
• Account Statement Analysis: Creating monthly account statements for receivables and
payables, and analyzing profit and loss statements to assess financial performance.
• Building Compliances: Ensuring compliance with building regulations, fire safety measures,
employee health and safety checks, and other relevant standards on behalf of clients.

Executive ---- ATS services India Pvt. Ltd July-2007 to Nov 2008

During my tenure at ATS Services India Pvt. Ltd I was responsible for day-to-day administration
tasks related to facility management, transportation, cafeteria operations, administrative
purchasing, budget allocation, vendor management, stationary, and support staff training.
I served as an Executive in a pioneer industry specializing in online verification processes. ATS
provided consulting, services, and IT solutions primarily to banks, finance companies, and insurance
companies. My role encompassed various administrative responsibilities, including:

• Core Facility Management: Overseeing housekeeping and security services to ensure a clean
and secure working environment.

• Transportation: Managing transportation logistics for employees, such as arranging pick-up

and drop-off services.

• Food & Beverages - Cafeteria Operations: Handling cafeteria operations, including menu
planning, vendor management, and maintaining quality standards.

• Administrative Purchase: Managing the procurement process for administrative supplies and
equipment.

• Budget Allocation and Proficiency: Assisting in budget planning and allocation, and monitoring
expenses to ensure cost-effectiveness.
 • Vendors Management: Building and maintaining relationships with vendors, negotiating
contracts, and ensuring service level agreements are met.

• Stationery: Managing inventory and distribution of stationary items to various departments.

• Training of Support Staff: Conducting training sessions to enhance the skills and efficiency of
the support staff.

Education

• MBA in Operations Management from IMT Ghaziabad, 2019

• Bachelor of Arts (Political Science) from Delhi University, 2010

Skills
• Budgeting proficiency
• Resource Optimization
• Strategic planning and development
• Knowledge of Statutory regulations & compliance
• Training
• Strong Presentation Skills
• Proficient in MS Office

Technical Knowledge

• Maximo 4.11 , FM Platform , E- Counter line , Enterprise resource planning

• HIS, HIS Tree, CPRS, HRMS etc.

References

Dr. Chandan Kumar

Medical Superintendent in Venkateshwara Hospital
(Dwarka Delhi) Ph: +9871747519

Dr. Paritosh Thakur

Medical Superintendent Medanta Super Speciality Hospital
(Lucknow) Ph: +91- 8860561072

Dr. Shruti Kohli

GM & Business Head, Narayana Health in Bangalore
Ph: +91- 9983156288