Mubishar Hussain

Experienced management professional with a Master of Business Administration and 10 years of expertise in hospital administration and operations. Proven track record of process improvement, performance management, and operational efficiency. Skilled in problem-solving, data analysis, compliance, and team leadership. Adept at fostering accountability and implementing innovative solutions to optimize hospital operations.

Manager Administration Hospital Management 

28 Nov 2023– Continue…         

1. General Administration

Oversee the smooth functioning of all non-clinical departments including front office, maintenance, housekeeping, security, transport, and cafeteria, Bio-Medical store, General store.

Supervise day-to-day administrative operations to ensure efficiency and effectiveness.

2. Staff Management

Recruit, train, and manage administrative and support staff.

Monitor staff performance, provide feedback, and ensure optimal workforce utilization.

Maintain staff duty rosters and ensure adequate shift coverage.

3. Facility & Infrastructure Management

Ensure proper upkeep of hospital infrastructure, equipment, and premises.

Coordinate maintenance activities and liaise with engineering and technical teams.

Manage utility services (electricity, water, HVAC systems) and oversee safety compliance.

4. Budgeting & Procurement

Assist in budgeting and cost control for administrative functions.

Monitor inventory levels of non-clinical supplies and oversee procurement processes.

Ensure vendor contracts are current and cost-effective.

5. Compliance & Quality

Ensure hospital complies with healthcare regulations, statutory norms, and accreditation requirements PHC.

Implement quality improvement initiatives in administrative services.

Maintain documentation for licenses, audits, and inspections.

6. Patient Services & Experience

Oversee patient reception, admission, and discharge processes.

Resolve patient complaints and ensure high levels of customer service.

Monitor waiting areas, cleanliness, and overall patient comfort.

7. Security & Risk Management

Supervise hospital security protocols including access control and surveillance.

Develop and coordinate emergency response plans and disaster management drills.

Ensure fire safety equipment and evacuation procedures are in place and regularly reviewed.

8. Coordination & Communication

Liaise with clinical and nursing departments to ensure operational support.

Coordinate with government bodies, regulatory agencies, and local authorities when required.

Prepare regular reports for senior management on administrative performance and  Establishing policies and procedures to maintain high standards of care.

•   Operational Policy Development

•   Human Resource Planning & Recruitment

•   Financial Planning and Cost Management

•   Hospital Information Management System (HMIS)

•   Licensing (PHC), Accreditation and Certification Services

•   Marketing Strategy & Promotion

•   Meeting with Staff 

9. Registration and Licensing

• Provincial Healthcare Commissions: Each area coverup has its own healthcare commission responsible for the registration and licensing of healthcare establishments (HCEs). For instance:
• Punjab Healthcare Commission (PHC): Mandated to regulate hospitals, clinics, laboratories, and other health centers in Punjab. 
• Healthcare providers must register with the respective provincial commission and obtain the necessary licenses before commencing operations.
  • Follow ethical guidelines – avoid misleading claims.

10. Minimum Service Delivery Standards (MSDS)

• Development and Implementation: Provincial healthcare commissions have developed MSDS to ensure the quality and safety of healthcare services. These standards cover various aspects, including facility infrastructure, staffing, infection control, patient care protocols, and record-keeping. Compliance with MSDS is mandatory for licensing. 

11. Facility Standards

• Infrastructure and Maintenance: Healthcare facilities must adhere to standards regarding building infrastructure, maintenance, and safety protocols. This includes compliance with guidelines on facility design, emergency preparedness, waste management, and environmental controls. 

12. Patient Rights and Safety

• Ethical Practices: Ensuring patient confidentiality, informed consent, and the right to receive care without discrimination is paramount. Facilities must have protocols in place to address patient grievances and ensure safety.

13. Build a Strong Brand Identity

• Develop a Clear Mission & Vision: Highlight patient care, safety, and medical excellence.

14. Community Engagement & Awareness Campaigns

• Organize free health camps (diabetes, heart check-ups, and Hepatitis 
  Screening through strips method, Blood Sugar screening).
• Collaborate with local businesses, schools, and NGOs for wellness programs.
• Host webinars & health talks on trending health topics.
• Celebrate health awareness days (e.g., World Heart Day, Breast Cancer Awareness Month).

15. Referral & Physician Engagement Programs

• Build a referral network with local general practitioners and specialists.
• Offer continued medical education (CME) sessions for doctors.
• Create corporate health partnerships with businesses for employee wellness programs.

16. Traditional Marketing & PR

• Billboards & Hospital Signage: Highlight key specialties & services.
• TV & Radio Ads: Promote hospital excellence and community health programs.
• Newspaper & Magazine Articles: Publish expert opinions from doctors.
• Press Releases: Announce new services, doctors, or medical breakthroughs.

17. Patient Engagement & Loyalty Programs

• Implement a patient follow-up system via calls, emails, or SMS for check-ups.
• Offer loyalty programs (discounts on follow-up visits, family health packages).
• Provide a dedicated patient support helpline for queries.

Key Takeaways for Effective Healthcare Marketing:

• Focus on trust & transparency – credibility is key in healthcare.
• Use digital tools to expand outreach effectively.
• Engage with the community through social responsibility.
• Regular Inspections: Provincial healthcare commissions conduct periodic inspections to ensure ongoing compliance with regulatory standards. Facilities are expected to maintain records and demonstrate adherence to all applicable regulations.

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Senior Officer Coordinator Administration                 6thMay 2024 – 30 Nov 2024         

Central Park Teaching Hospital Lahore

Key Responsibilities:

Administrative Coordination:

• Support clinical teams by managing schedules, appointments, and documentation.
• Coordinate meetings, prepare agendas, and document minutes.
• Maintain patient records and ensure data confidentiality as per regulations.
• Assist in the implementation of administrative policies and procedures.

Operational Support:

• Ensure seamless coordination between medical staff and administrative departments.
• Monitor resource allocation, including equipment and facilities for clinical operations.
• Handle patient inquiries and facilitate smooth patient experience.
• Oversee inventory management of medical and office supplies.

Compliance & Reporting:

• Ensure adherence to healthcare policies, accreditation standards, and legal requirements.
• Assist in audits and inspections by preparing necessary documentation.
• Generate reports and analyze data related to clinical administration.

Communication & Stakeholder Management:

• Act as a liaison between physicians, nurses, and support staff.
• Coordinate with external vendors, insurance providers, and regulatory bodies.
• Provide training and support to junior administrative staff.

Key Skills & Competencies:

• Strong organizational and multitasking abilities.
• Excellent written and verbal communication skills.
• Ability to work in a fast-paced clinical environment.
• Problem-solving skills with attention to detail.
• Team collaboration and leadership capabilities.
• Advanced IT skills/word processing and production skills
• Ability to extract data from conversation and documents
• Excellent typing speed and accuracy(copy & audio)
• Planning and organizational skills
• Tact and confidence in dealing with all levels of people
• Working knowledge of medical terminology

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Assistant Manager Administration        16 Dec 2023– Sep 30, 2024

Punjab Health Facilities Management Company Government of Punjab Lahore

Monitor and evaluate the 09 THQ Hospital prepared report for Operation accordingly

• Monitoring Visit of GGH (THQ Level) – Hospital PHFMC Lahore’
  1. Govt. General Hospital, Samanabad
  2. Govt. General Hospital, Police Line, Qila Gujjar Singh 
  3. Govt. General Hospital, Shahdra
  4. Govt. Rana Abdul Rahim General Hospital, Sodhiwal 
  5. Govt. Eye and General Hospital, Swami Nagar 
  6. Govt. Maternity Hospital, New Karol
  7. Govt. Maternity Hospital, Chohan Road 
  8. Govt. Maternity Hospital, Pathi Ground 
  9. Govt. Infectious Disease Hospital, Bilal Gunj

Monitor area for improvement 

• Medicine Availability to Emergency and Indoor Patients
• Comfort and Comfort plus Component
• Services Component 
• Enrollment of patients in UHI
• Check out daily Biometric Attendance of all staff 
• Outsourced Services
•  Preparatory measures regarding Winter Season
• Pictorial Evidence

Key Responsibilities:

1. Strategic Administrative Leadership

• Develop and implement administrative strategies aligned with organizational goals.
• Lead organizational development initiatives and improve administrative systems and policies.
• Ensure administrative support for smooth functioning across departments.

2. Facilities and Asset Management

• Oversee the maintenance, safety, and security of all facilities.
• Manage procurement and upkeep of office infrastructure, equipment, and assets.
• Ensure compliance with health, safety, and environmental regulations.

3. Human Resource Administration

• Collaborate with HR on administrative policies, employee welfare, and disciplinary procedures.
• Supervise recruitment support, onboarding, and training logistics.
• Manage attendance, payroll coordination, and leave records.

4. Vendor and Contract Management

• Negotiate contracts and manage service-level agreements (SLAs) with vendors and contractors.
• Ensure timely procurement of goods and services.
• Monitor performance of outsourced services (e.g., housekeeping, security, transport).

5. Budgeting and Cost Control

• Prepare and manage the administration budget.
• Identify cost-saving opportunities and implement efficient resource utilization.
• Monitor expenditures and ensure adherence to financial protocols.

6. Compliance and Documentation

• Ensure compliance with statutory and organizational policies.
• Maintain accurate records for audits, inspections, and internal reporting.
• Coordinate with legal and regulatory bodies for licenses, permits, and certifications.

7. Crisis and Risk Management

• Develop and implement business continuity and disaster management plans.
• Monitor and mitigate administrative risks across operations.

8. Leadership and Team Management

• Supervise and mentor the administration team to enhance productivity.
• Conduct regular team meetings, performance evaluations, and capacity-building sessions.
• Foster a culture of accountability, transparency, and service excellence.

Key Skills & Competencies:

• Excellent organizational and problem-solving skills.
• Strong leadership and team management abilities.
• Effective communication and interpersonal skills.
• Ability to work under pressure in a fast-paced healthcare environment.
• Analytical skills with attention to detail
• Experience in maintaining health surveillance system activities
• Knowledge of statistical analyses using computer applications
• Knowledge of health statistic methodologies
• Ability to analyze trends to identify risks and benefits
• Ability to write reports with graphs
• Good communication skills
• Ability to synthesize information and present conclusions and recommendations

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Assistant Manager Administration        2ndMay 2018 – 15 Dec 2023       

Indus Hospital & Health Network (IHHN)

Operational Efficiency:

Policy Development:

• Develop and enforce policies for efficient operations and compliance with regulations.
• Ensure consistency across departments to avoid duplication of efforts.

Performance Metrics:

• Monitor key performance indicators (KPIs) such as administrative cost ratios, donor retention, and program reach.
• Conduct regular reviews to assess and refine operational strategies.

Team Coordination:

• Facilitate communication between departments to ensure alignment with organizational goals.
• Provide training to staff and volunteers to improve skill sets and reduce inefficiencies.

Compliance and Reporting:

• Maintain up-to-date records for audits, grants, and donor reporting requirements.
• Ensure timely and accurate submission of regulatory filings.

Strategies for Enhancing Efficiency:

Lean Administrative Processes: 

• Minimize unnecessary paperwork and focus on high-impact activities.

Engagement and Retention: 

Cultivate a positive workplace culture to retain skilled   employees and volunteers.

• Monitored team performance and reported on metrics
• Created a healthy and motivating work environment.
• Communicated with teams about their performance
• Prepared correspondence, reports, and presentation materials.
• Arranged senior management meetings.
• Monitored repair and maintenance of the building, furniture, and fixtures.

Professional Strengths: 

• Hospital/healthcare management skills 
• Academics operations management Evaluation 
• Strategic, project, operational and general management Evaluation 
• Data gathering, maintaining and analyzing 
• Excellent in planning, monitoring & Evaluation 
• Excellent skill in MS word, MS excel and MS power point for making presentations & using office work
• Keen of research for development and management & evaluation 

Process Improvement

• Continually monitored operational processes for potential improvement
• Fostered the culture of continuous improvement across the organization
• Promoted cross department collaboration for process improvement
• Used technology and automation to optimize operational processes 
• Implemented system for tracking and reporting process improvement
• Trained staff on process improvement techniques and tools
• Regularly reviewed and updated process improvement strategies
• leading to optimum resource utilization, lean management and cost effectiveness

Performance management

• Establish specific, measurable, achievable, relevant, and time-bound (SMART) goals for employees or teams.
• Established Key Performance Indicators (KPIs) for operational performance
• Implemented system for tracking and reporting KPIs and used data in decision-making
• Practiced a culture of accountability and performance
• Aligned operational KPIs with strategic business objectives
• Align individual objectives with the organization’s strategic goals.
• Provide constructive feedback to recognize achievements and address performance gaps.
• Conduct periodic evaluations to formally assess progress against goals.
• Use structured tools like KPIs (Key Performance Indicators)
• Identify skill gaps and create tailored training or development opportunities.
• Focus on career growth and potential advancement.
• Implement systems to acknowledge high performance through incentives, bonuses, or promotions.
• Build a culture that values and motivates employees.
• Develop improvement plans with clear expectations and timelines.
• Provide support like mentoring or coaching to help employees meet standards
• Regular analysis of operational processes to identify improvement opportunities
• Promoted a culture that values efficiency and continuous improvement
• Aligned operational efficiency goals with overall business objectives
• Trained and developed staff to increase operational efficiency 

Regulatory Compliances

• Operational processes are made complied with prevalent laws, regulations and healthcare standard
• Implemented system for compliance monitoring and reporting
• Regularly review and update compliance policies and procedures
• Complied regulatory requirements including, 
• Punjab Healthcare Commission (PHC), Drug Sale Licensing, 
• Punjab Blood Transfusions Authority Laws, 
• Pakistan Nuclear Regulatory Authority’’
• Centralized Drug Sale Licensing – Public Portal

Team Leadership

• Created an inclusive and collaborative work environment
• Clearly defined roles, responsibilities and performance expectations from each team member
• Encouraged open communication and promoted a feedback culture
• Resolved conflicts constructively and promoted team cohesion
• Recognized and rewarded outstanding performance
• Supported team members in their professional growth and career advancement

Risk Management 

• Identified potential risks in operational processes
• Developed risk mitigation strategies and incorporated them into the decision making process
• Conducted regular risk assessment and provided updates to the Board
• Promoted a culture of risk awareness and mitigation
• Trained team members to identify and managed operational risks
• Implemented system for risk reporting and managing
• Reviewed and updated risk management policies regularly
• Developed contingency plan for major operational risk.

Skills & Competencies

• Excellent organizational and time management skills
• Strong attention to detail and accuracy
• Professional communication and interpersonal abilities
• Ability to maintain confidentiality
• Multi-tasking capabilities
• Problem-solving skills
• Team player mentality

Office Coordination

• Coordinate with team members to enhance client service delivery
• Manage meeting room bookings and ensure proper setup
• Assist in organizing office events and activities
• Support team members with administrative tasks as needed
• Maintain office supplies and equipment

Document Management

• Prepare and edit various business documents according to company standards
• Transcribe information accurately and efficiently
• Maintain accurate records and data files
• Process and organize both digital and physical documents
• Ensure proper filing and retrieval of important documents

Administrative Support

• Provide comprehensive secretarial and administrative support to all departments
• Create, edit, and format professional documents using Microsoft Office Suite (Word, Excel, PowerPoint)
• Manage incoming and outgoing correspondence, including mail scanning and distribution
• Maintain organized digital and physical filing systems
• Schedule and coordinate meetings, including preparation of venues and equipment
• Handle sensitive information with strict confidentiality

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1. Supervising Housekeeping Staff

• Manage and oversee housekeeping teams, including cleaners and supervisors.
• Assign duties and create work schedules to ensure 24/7 cleanliness.
• Conduct training on hospital hygiene, safety protocols, and cleaning procedures.

2. Maintaining Cleanliness & Hygiene

• Ensure all hospital areas, including patient rooms, ICUs, operation theaters, and public spaces, are cleaned and sanitized according to hospital standards.
• Implement deep cleaning procedures and infection control measures.
• Monitor waste disposal, including biohazardous waste, as per hospital regulations.

3. Inventory & Supplies Management

• Ensure adequate stock of cleaning supplies, disinfectants, and linen.
• Manage procurement and maintain relationships with vendors.
• Monitor proper usage of cleaning materials and control wastage.

4. Compliance & Safety Regulations

• Ensure housekeeping operations comply with hospital policies, health codes, and safety regulations.
• Work closely with infection control teams to maintain sanitation standards.
• Conduct regular inspections and audits to ensure compliance.

5. Coordination & Communication

• Coordinate with nursing, maintenance, and administrative departments for smooth operations.
• Address housekeeping-related complaints and take corrective actions.
• Maintain reports on cleanliness, staff performance, and maintenance needs.

6. Budgeting & Cost Control

• Manage housekeeping budgets and optimize resource allocation.
• Reduce costs by implementing efficient cleaning techniques and minimizing waste.

1. _________________________________________________________________________________________

Personal Assistant    03 November 2011 – 13 March 2017

Punjab Social Security Health Management Company 

• Implemented system for gathering and analyzing patient feedback
• Monitored patient satisfaction metrics regularly and responded to trends 
• Resolved patient complaints promptly and constructively 
• Used patient feedback to inform products/services improvements and innovation
• Fostered a culture of that valued patient care services and patient and family engagement
• Trained staff on patient satisfaction standards and expectations
• Incorporated patient satisfaction goals in overall business strategy
• Patient Centeredness-patient education materials, collaboration with community and patient & family engagement, patient reported experience measures 
• Regular Monitoring and Measuring Of Patient Satisfaction
• Enhancing Staff-Patient Interactions
• Staff Allocation and Improving patients Wait Times
• Improve Cleanliness and Safety & Comfortable Amenities 
• Effective Communication in Healthcare, Active Listening and Enhancing the Physical Environment
• Focus on specific actions you took that contributed to improving patient satisfaction. These might include:

Implementing feedback systems: Designing or managing surveys, interviews, and other methods to collect patient feedback.

Enhancing communication: Training staff to improve communication skills, ensuring patients feel heard and respected.

Managing patient complaints: Overseeing systems to address complaints and resolve issues quickly and effectively.

Streamlining operations: Improving wait times, patient flow, and service delivery to enhance the overall experience.

• To assist feasible strategies, healthcare multiple projects  and development plans 
• Interpreting data from various sources (Data gathering, maintaining and analyzing results)
• Hospital administration & proper planning, scheduling, coordination within and across department and preparing presentation for Local Health Management committees, Board of Director , Executive committee Meeting 
• Worked as team leader for arranging the medical camps ,Awareness Programme  in the industrial units  on multiple topics as Hepatitis B,C, Dengue disaster Management, diabetes
• Worked as media coordinator
• A disaster of dengue prepared  report of all patients  with presentation in 2010-2011
• Working as a development of organization especially work on (HMIS) Hospital Information Management System configuration of software.
• Conduct school healthcare  Programme arranging  medical camps  for Public Health awareness 

Worked as awareness health care  services to the community  along with LHW, LHV   

A worked on smile train express as project cleft lip and cleft palate free of cost treatment.

• Follow-ups on the committees’ decisions and reporting to Hospital Director relevant committees.
•  Manage preparation as hospital corresponding for inspections of PHC team.

Key Responsibilities:

Managing the reception team by:

Leading, monitoring and motivating your team to provide excellent customer service.

Ensuring shifts are planned for optimal coverage during peak hours, special events, public holidays, weekends etc.

Training all new and existing employees on reception policies and procedures. Initiating team-building activities.

Promoting a positive and enthusiastic work environment to inspire your team.

Regularly reviewing and updating the Reception Training Manual.

Arranging and attending weekly team and department meetings.

Act as a point of escalation for complex queries and incidents.

 Providing a world class service by:

Ensuring excellent customer interactions, offering friendly greetings, assisting customers, addressing and resolving queries, complaints and issues efficiently.

Keeping abreast of the latest trends in the fitness and wellness industry to ensure that the facility has a dynamic approach to service provision.

 Assist with Access Control by:

Managing the card printing supplies.

Printing, monitoring, capturing and ensuring that the system is functional.

Responding to all access control complaints and logging issues with IT/relevant departments, if necessary, for resolution.

 Participating in Human Capital Activities by:

Ensure all staff are contracted and appraised in line with the Performance Management policy.

Identify skills gaps and provide on-going training to enhance the teams’ customers service skills, communication and professionalism.

Maintain the skills and knowledge of self and team to remain effective in the execution of your role.

 General administration:

Perform telephonic and email duties

Take minutes of meetings.

Manage administrative tasks for project development.

Liaise with all internal and external role players and service providers with a view to ensuring that all administrative processes are smoothly and timeously completed.

Attributes and Skills:

Time management and prioritization.

Customer service-oriented with a focus on members experience.

Adaptability and willingness to learn new tools and technologies.

Problem-solving skills, especially in virtual environments.

Ability to work in a fast-paced and changing environment.

Ability to manage multiple tasks, schedules, and responsibilities efficiently.

Ability to handle several tasks at once, such as answering phone calls, greeting visitors, and managing administrative duties

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Clerk –      Sep- 2004 – Feb- 2006

Sharif Medical City Jati Umra Raiwind Road Lahore 

Sharif medical City Hospital is 350 bedded hospital. All major facilities like Laboratories with latest equipment, Radiology with modern equipment, MICU, CCU,CICU, 24 Hrs emergency and OPD are available.

Job Responsibilities

• Perform clerical duties including data entry, document preparation, and filing.
• Maintain and update patient records, medical history, and administrative files.
• Type official correspondence, reports, and hospital-related documents with accuracy.
• Schedule appointments, coordinate meetings, and manage hospital calendars.
• Assist in patient registration and ensure accurate data entry in hospital systems.
• Handle billing, insurance claims, and financial documentation.
• Ensure compliance with hospital policies and confidentiality guidelines.
• Coordinate with laboratory, radiology, and pharmacy departments for report processing.
• Assist medical staff with administrative documentation and record keeping.
• Maintain an inventory of office and medical supplies for efficient hospital operations.
• Support front desk operations and provide information to patients and visitors.
• Maintains appointment calendar for an assigned hospital service; 
• Answers telephones, takes messages and responds to inquiries for routine information;
• Maintains clean and orderly environment within assigned unit;
• Provides assistance to hospital staff, patients and their families/visitors, providing information and directions;
• Sets up, maintains, duplicates, tracks, matches, and purges records and files in accordance with established procedures;
• Distributes patient rights booklets and informs patients of same and ensures documentation;
• Completes and processes forms, form letters and other records and charts in accordance with established procedures;
• Prepares flow sheets and problem lists as directed;
• Checks records and forms for completeness and accuracy and makes necessary

changes;

• Reviews charts to identify advanced directive completion and follows up to ensure timely submission of form as defined by regulation; Communicates with other hospital divisions;
• Keeps logs of daily activities of unit;
• Makes appropriate requests for work orders and follows up to ensure completion;

May keep time and attendance records of staff, as requested;

• Maintains communication centers such as bulletin boards;

Opens, sorts and distributes incoming mail;

Education

MPA Executive 

(COL Program Vancouver from Canada Collaboration with AIOU) 

Bachelor    

AIOU University of Islamabad

F.A   

Board of intermediate & Secondary Education Lahore 

Matric 

Board of intermediate & Secondary Education Lahore 

Diploma in Office Management 

(A project of District Council Lahore Jinnah Institute of Modern Science) 01-10-2008 To 31-12-2008

Diploma in Computer Science 

(The Punjab Computer Science College Railway Road Raiwind Lahore) 5-06-2007 To 04-10-2007)

Certificate in Hospital Management 

System (Installation & Configuration of Electronic hospital management System) Sep 1,2, 2016

Certificate of participation SPSS

Introduction to Research Paper Writing , Hands on SPSS and Critical paper workshop 30 JAN-2014