Posted by on March 26, 19103 at 03:49:17:
HARDEESH KAPULA
OBJECTIVE
To achieve the heights of perfection
EDUCATION
Std X from St. Joseph’s Convent, Rourkela, India
Intermediate in Science (I.Sc.) from Women’s College, Jamshedpur, India
Bachelor of Arts (B.A.) from Osmania University, Hyderabad, India
LANGUAGES
English (speak, read and write),
Hindi (speak, read and write), and
Punjabi (speak)
DATE OF BIRTH
06 June 1971
TECHNICAL QUALIFICATION
o Higher Diploma in Computer Programming and Applications from Aptech, Ahmedabad, India
o Underwent SUM program (Systems Unit Method) for the basic training of medical transcription at Informatix Inc.
o Underwent the T3 program (Train The Trainer) to impart training in the field of medical transcription at Inde-Dutch Systems (I) Ltd.
o Underwent the Editor’s and Proofreader’s Training for enhancing editing and proofreading skills at Inde-Dutch Systems (I) Ltd.
o Have also undergone Supervisor’s Training under the continuing education program at Heartland Information Services, Toledo, Ohio while working with at Inde-Dutch Systems (I) Ltd.
WORK EXPERIENCE
Informatix, Inc. New Delhi (1996-1997)
Medical Transcriptionist
o Transcribed medical dictations assigned.
o Knew the company’s mission, vision, and values.
o Operated designated word-processing software, transcription equipment, and reference materials as directed to complete assignments.
o Demonstrated and understanding of the medicolegal implications and responsibilities related to the transcription of the patient information to protect patient’s privacy and the business/institution.
o Followed policies and procedures to contribute to the efficiency of medical transcription department.
o Expanded job-related knowledge and skills to improve performance and adjusted to change.
o Used interpersonal skills effectively to build and maintain cooperative working relationships.
o Attended all continuing education programs as directed by the shift supervisors or shift in charge.
o Preformed other related duties as assigned.
Inde-Dutch Systems (I) Ltd. Chandigarh (1998-1999)
Systems Executive
o Under the designation of Systems Executive, was assigned the following tasks:
o Training Coordinator
o Editors Training Incharge
o Production Supervisor
HeartlandDelhi Transcription & Services Pvt. Ltd. New Delhi (1999 onwards)
August 02, 1999
I joined HeartlandDelhi on temporary assignment of 3 months duration from Inde-Dutch Systems (I) Ltd. Chandigarh, one of the service providers of Heartland Information Services.
Reported to:
Shift Supervisor
No of individual supervised:
I supervised 40 Medical Transcriptionists and Quality Analysts.
October 01, 1999
I was offered to be Medical Transcriptionist with my job assignments as MT Lead and acting Shift Supervisor in the production department
Reported to:
Shift Supervisor
No of individual supervised:
I supervised 145 Medical Transcriptionists and Quality Analysts.
December 22, 1999
I was appointed as Supervisor Quality.
Reported to:
Quality Manager
No of individual supervised:
I carried a team of 1 Quality Lead and supervised 145 Medical Transcriptionists and Quality Analysts.
January 15, 2001
I was re-designated as Supervisor Production
Reported to:
Production Manager
No of individual supervised:
I managed a team of 3 Team Leads and supervised 109 Medical Transcriptionists and Quality Analysts.
February, 2001 onwards
I was sent to other centers on corporate assignments. Heartland has 3 transcription centers in India.
Reported to:
General Manager of the site where I was sent to on my corporate assignments.
Responsibilities:
Responsibilities when sent on corporate assignment:
Workflow:
Ensured that the jobs are sent within TAT (turnaround time) with deliverable standard of accuracy.
Prepared work schedule, assigned personal, evaluated work performance, and made recommendations like upgradations/downgradations of User’s login which had a direct impact on their job responsibilities or recommendations for more training for poor performers or termination of services if the candidate failed to perform at all.
Communicated workflow issues to Managers, supervisors, and leads on a one-on-one basis and in weekly meetings.
Evaluated all workflow processes and responsibilities like: (please refer to the list mentioned below) and suggested any changes if required to the higher management.
Scheduling of shifts
Shift strengths
Work pool creation (work pool consists of a group of dictators)
Work pool size in terms of dictators and in terms of users assigned to it
Work pool specialization based on medical specialty
Client implementation process
Job flow management
Enhancing the skills of workflow leads and supervisors via continuing education programs
Coordinated all technical issues regarding the software GEMSTAR like:
Reporting of error messages after analysis and validation to Information Systems department at Toledo to get them fixed.
Identifying system enhancement requirements from users point of view and forwarding of work requests to the Development department at Toledo.
Educating the workforce regarding expected changes due to any software enhancement installations, if the changes were transparent to the users to avoid any confusion.
Coordinating any system outages called for by information systems department or due to any other outage like power outage or the generators being switched outage etc. that impacted the workflow.
Suggested various statistical reports that the management at the OTCs could use for monitoring. For example:
Hourly, Weekly, and Monthly Job flow client wise. (Hourly job flow is helpful in scheduling of shifts, Weekly job flow is helpful in scheduling of day offs, Monthly job flow is helpful in scheduling of leaves.)
Turn around time. Based on this report the center could analyze on which clients are they missing TAT, by how many hours and the reasons.
Productivity. This report is helpful in monitoring the performance of all employees in terms of lines produced per hour or per day.
Quality:
Ensured that all the medical documents are produced according to the HIS standards as mentioned in the PTSG (Professional Transcription Style Guide) and per client manuals.
Responded to queries from medical transcriptionists and other departments on production and quality related issues.
Communicated with quality analysts, reviewed QA reports, distributed QA reports to transcriptionists and was available for questions.
Communicated the client concerns received from quality department at Toledo to the quality department at OTCs and ensured that necessary steps were taken to resolve the issue.
Policies and procedures:
Ensured that the policies have been implemented and are effective. If not then communicated the same to higher management and discussed possible amendments or reinforcements.
Communicated effectively with the HR, administration, accounts, employees, and other personnel when providing information and/or services.
July 01, 2001 to March 04, 2002
I was appointed as Quality Manager HeartlandDelhi
Reported to:
Operations Manager
No of individual Managed:
I managed a team of 3 Quality Supervisors, 1 Implementation Supervisor, 3 Quality Leads, 3 Direct Account Specialists, and 6 Transcription Specialists and managed 366 Medical Transcriptionists and Quality Analysts.
Responsibilities:
o Was responsible for assuring the quality of the documents being processed at the production site to deliverable standards and the TAT requirements are met.
o Monitored, evaluated, and made recommendations for Quality Assurance program and continuous quality improvement.
o Knew the company’s mission, vision and values, and communicated the same to staff.
o Created, updated, and maintained departmental policies, procedures, and objectives.
o Oversaw daily activities of the quality assurance department.
o Ensured that all the medical documents are produced according to HIS standards as mentioned in the PTSG and client specifications as per client manuals.
o Ensured compliance with facility’s confidentiality and release of information policies and procedures
o Handled difficult and sensitive situations tactfully and responsibly.
o Maintained equipment and documented maintenance.
o Attended and called meetings, as required.
o Responded to queries from medical transcriptionists, other departments at HIS.
o Communicated with Supervisors, Leads, Quality Analysts, MTs, reviewed reports, distributed, QA reports to transcriptionists, and was available for questions.
o Communicated workflow and quality-related issues to Supervisors, Leads, QAs, and MTs.
o Used interpersonal skills effectively to build and maintain cooperative working relationships.
o Facilitated reconciliation of production/quality-related reports.
o Prepared and analyzed department statistics as required.
o Ensured that the quality standards on production floor are maintained through all shifts.
o Did login upgradation/downgradation in consultation with the Production Manager as per the procedure of login upgradation and downgradation.
o Understood the job, possessed the ability to do it, and delegated and trained in appropriate areas, so all work times were covered with appropriate supervision. The end result was employees who were happy and productive.
o Performed other related duties as assigned or requested
On March 04, 2002 I joined Heartland Information Services, Toledo, Ohio for being trained as Asst Workflow Manager with the main focus being able to manage and coordinate existing work and implementing new work successfully at all the 3 centers in India and at Toledo as well
On January 3rd, 2003 I joined Heartland Information and Consultancy Services, New Delhi as Manager - Production Development with main job responsibilities as:
Position: Manger of Production Development
Objective: To manage the expansion of the role of HIS East production
Report to: Senior Operations Manager
establish operating and back-up systems currently being managed by HIS West
train staff to operate these systems
observe and report on additional operations that can be moved to HIS East
audit current production systems in field for proper use and development
ensure policies and procedures are created for established and to be established systems
other special assignments as assigned
Heartland Information Services at Toledo, Ohio is being referred as HIS West and the Indian operation is being referred to as HIS East.
Reason for change
Looking for career growth involving more responsibilities and challenge with global exposure.