Mastura Azman
Summary
Dedicated healthcare professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
11
11
years of professional experience
Work History
Manager, Operations
KK Women's And Children's Hospital
2022.05 - Current
- Managed dual portfolio at Health Information Management Services (HIMS) and Children's Emergency Department.
- Provide coverage to Head of Department of HIMS.
- Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
- Collaborate with various stakeholders within hospital to implement new initiatives to improve patient satisfaction and experience.
- Mentored junior team members for career advancement, fostering pipeline of future leaders within organization.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Monitored and analyzed performance to identify areas of improvement and make necessary adjustments.
- Responsible in implementation of Robotic Process Automation using UI Path software for daily reporting of statistical reports to Senior Management.
Assistant Manager, Operations
KK Women's & Children's Hospital
2020.05 - 2022.04
- Oversee 6 operation units in Health Information Management Services department - Clinical Information Services, Outsourcing Operations, Patient Bio-Data Operations, Patient Management Information Services, Statistics & Services and Scanning Operations, with support of Executive, 5 Supervisors and more than 50 staffs.
- Excels in analyzing and adjusting work policy and procedures to ensure relativity and emphasize on compliance in order to achieve productivity.
- Work closely with HOD on service expansion in department.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
- Ability to analyze and resolve operational issues through effective communication and engagement with affected stakeholders.
- Effective management of contractual agreements with external stakeholders to ensure Service Level standards are met.
- Develop budgets and execute work plans accordingly with periodic reporting and accountability.
- Successfully oversee both department and hospital level audits.
- Possess strong commitment to team environment dynamics with ability to contribute expertise and follow leadership directives at appropriate times.
- Knowledgeable in creating detailed documents, reports and presentations under tight datelines.
- Excel in effective organization of ideas for logical presentation and acceptance.
- Appointed as Project Lead to implement Robotic Process Automation (RPA) technology that assists with efficient indexing of medical records.
Senior Executive, Operations
KK Women's & Children's Hospital
2017.05 - 2020.04
- Manage and supervise sub-units within Health Information Management Services Department - Clinical Information Services, Outsourcing Operations, Patient Bio-Data Operations, Statistics & Services and Scanning Operations.
- Develop and implement specific policy and procedures and ensure compliance in order to achieve efficiency and productivity.
- Develop strong management skills with ability to manage projects, operations and staffs simultaneously and successfully.
- Able to coordinate, facilitate and manage various audits held at both department and hospital level such as Risk Assessment, Evidence Act Certification, BCP, ISO, JCI and hospital licensing.
- Nominated to be member in Scanning Operations project team to support hospital initiative transition from paper-based medical records to electronic medical records.
- Develop and implement work processes and proper indexing system for both active and inactive medical records.
- Train and mentor new hires on medical records knowledge, personal data protection, understanding scanned medical record system and scanning work processes.
- Represent department at cluster and hospital level workgroups and committees.
- Well-honed public speaking skills developed over 5 years at various platforms such as internal forums and Singapore Healthcare Management Congress.
Executive, Medical Reports Unit
KK Women's & Children's Hospital
2013.01 - 2017.04
- Medical Report Unit Executive who ensures medical report requests are serviced promptly within service standards and in compliance with policy and procedure on management of requests for patient information.
- Possess good customer service skills; written and verbal communication with ability to manage difficult patients, family members or relatives.
- Display strong analytical qualities which enables effective management and resolution of operational issues.
- Able to build good working relationships with internal stakeholders in order to achieve operational efficiencies and maximize productivity.
- Responsible for implementation of medical report hotline tracking system to improve drop call rate.
- Appointed as project lead to oversee implementation of enhanced Medical Report Tracking System.
Education
Master of Health Services Management -
Griffith University
Kaplan Higher Education Institute07.2020
Graduate Certificate in Health Services Management -
Griffith University
Kaplan Higher Education Institute07.2019
Bachelor in Business Management -
RMIT
Singapore Institute Of Management10.2012
Diploma in Logistics & Operations Management -
Temasek Polytechnic
Singapore04.2010
Skills
- Performance Management
- Operations Management
- Contract Management
- Project Management
- Policy Implementation
- Performance Evaluations
- Analytical Skills
- Staff Training and Development
Date Of Update
03/29/22
Timeline
Manager, Operations
KK Women's And Children's Hospital
2022.05 - Current
Assistant Manager, Operations
KK Women's & Children's Hospital
2020.05 - 2022.04
Senior Executive, Operations
KK Women's & Children's Hospital
2017.05 - 2020.04
Executive, Medical Reports Unit
KK Women's & Children's Hospital
2013.01 - 2017.04
Master of Health Services Management -
Griffith University
Graduate Certificate in Health Services Management -
Griffith University
Bachelor in Business Management -
RMIT
Diploma in Logistics & Operations Management -
Temasek Polytechnic
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