Experience as Management Trainee

• Employer

• From

  03 June 2009

• To

  03 August 2009

• Detail

  Supportive role in Implementation of Module (Non-Medical-H.M.I.S) –under Supervision of IT HEAD
  Management Trainee at Max Healthcare, Saket, New Delhi :
  Studied all the modules of HIS
  Studied the flow of Material Management Department
  Studied improvement gap between pre-post HIS implementation in Material Management Department
  Studied all Material Management Modules with respect to MMI system
  
  

Experience as Operations /Patient Welfare Senior Supervisor

• Employer

• From

  09 August 2010

• To

  21 August 2015

• Detail

  360 Degree View of all Departments & Patient Satisfaction-Acted as a SPOT & managed all the facilities provided & grievance handling of medical and non-medical issues & speeding up the discharge process(insurance /cash/empanelled).
  R.C.A: Analyzed Patient Satisfaction/Service Index on the basis of verbal & written feedbacks received & tracked through OCMS (online communication) Module on daily, weekly & monthly basis.
  Conducting meeting & Data Presentation: Provided transparency in the data and initiating more output facilitating a smooth transition of welfare services, discussion of feedbacks with MD, Department heads & Supervisor.
  VIP Handling & Long stay Critically ill patient
  Acted as Internal Auditor for PRE- JCI /NABH Audits to check the process-flow and analyze the work flow & transparency/accuracy of documentation of data & staff involved
  Event Management: Organized various educative sessions for the patients & attendants, Birthdays and festival celebration ,Clinician engagement & other informative activities
  Assisted in the training of new representatives
  
  Acting Fortis Operating System Coordinator (WARDS):
  Database Management(MIS),Weekly maintenance of Fortis Operating System DATA of wards ,capturing all the patient s discharges TAT and played an active role in reducing TAT to minimum i.e. (=<2 hrs)
  
  P R O J E C T
  
  Market Research on MRI Type and revision of Prices comparative to other healthcare competitors
  Database Management: Secondary Research on MRI &Ultrasound Rates” under supervision of Dr. Mona Bhatia (Radiology In charge):
  • AIM “Comparative Analysis of Other Hospitals with Fortis Escorts Heart Institute and quoting the best price list and implementation of new MRI’s-2012”.
  

Experience as Operations/Patient Relations Officer

• Employer

• From

  12 February 2016

• To

  22 February 2018

• Detail

  Ensured grievances resolution of patients during rounds, phone-call, via emails, facebook, website etc.
  Acted as a translator for Urdu & Hindi speaking patients and facilitate Arabic patients through out their stay
  Ensured smooth and efficient process flow of OP-Executive Health Package and cash customers.
  Monitored In/Out-flow of patients in OPD, IPD and ER, to adhere waiting time for doctors, billing/discharge-process, pharmacy, reports, insurance approvals and follow-up etc.
  Liaised with finance and relevant departments ensure prompt processes of OPD billing, IPD admission and discharges process of patients, resulting in maximum customer satisfaction.
  Reviewed and refined the processes towards customer centricity to give them a comfortable stay.
  Key role in Database management of patient’s feedback, suggestions and accolades received.
  Chief Chairman of Committee Meeting of monthly review of Operations - Key Performance Indicators ; monthly presented the data with G.M-Operations , Quality Department and others to identify the improvement areas so that quality is maintained in the hospital subsequently.
  Minimized recurring complaints and reimplementation of the customfriendly processes.
  Participated actively in Event Management activities within & outside the organization along with the marketing team.
  Brought business to the hospital by connecting with the clinics/Doctors/Physician across UAE, calling the patients/attendants (OPD/IPD) and assisting them throughout to give them a comfortable stay(with Marketing team)
  Brought new initiatives by implemented new customer satisfaction survey feedback-form template, for accolades/testimonials, complaints, suggestions, tabulation of data etc. to the department database and on customer satisfaction.
  Ensured compliance of HIPPA
  Participated actively during JCI audit survey which was successfully accomplished March, 2017.
  Updated the patients and attendants about new facilities, promotions, aesthetic treatments, discounts, packages etc in collaboration with the marketing team.
  Assisted in the training of new representatives
  

Experience as Operations/Patient Relations Officer

• Employer

• From

  12 February 2016

• To

  22 February 2018

• Detail

  Ensured grievances resolution of patients during rounds, phone-call, via emails, facebook, website etc.
  Acted as a translator for Urdu & Hindi speaking patients and facilitate Arabic patients through out their stay
  Ensured smooth and efficient process flow of OP-Executive Health Package and cash customers.
  Monitored In/Out-flow of patients in OPD, IPD and ER, to adhere waiting time for doctors, billing/discharge-process, pharmacy, reports, insurance approvals and follow-up etc.
  Liaised with finance and relevant departments ensure prompt processes of OPD billing, IPD admission and discharges process of patients, resulting in maximum customer satisfaction.
  Reviewed and refined the processes towards customer centricity to give them a comfortable stay.
  Key role in Database management of patient’s feedback, suggestions and accolades received.
  Chief Chairman of Committee Meeting of monthly review of Operations - Key Performance Indicators ; monthly presented the data with G.M-Operations , Quality Department and others to identify the improvement areas so that quality is maintained in the hospital subsequently.
  Minimized recurring complaints and reimplementation of the customfriendly processes.
  Participated actively in Event Management activities within & outside the organization along with the marketing team.
  Brought business to the hospital by connecting with the clinics/Doctors/Physician across UAE, calling the patients/attendants (OPD/IPD) and assisting them throughout to give them a comfortable stay(with Marketing team)
  Brought new initiatives by implemented new customer satisfaction survey feedback-form template, for accolades/testimonials, complaints, suggestions, tabulation of data etc. to the department database and on customer satisfaction.
  Ensured compliance of HIPPA
  Participated actively during JCI audit survey which was successfully accomplished March, 2017.
  Updated the patients and attendants about new facilities, promotions, aesthetic treatments, discounts, packages etc in collaboration with the marketing team.
  Assisted in the training of new representatives
  

Experience as Operations Supervisor/Patient Relations & Satisfaction

• Employer

• From

  01 May 2018

• To

  31 July 2018

• Detail

  Managed patient's queries/experience and requirements by ensuring prompt and efficient handling of patient’s needs & expectations.
  Supervised initial resolutions to patient’s complaints and managed final results and recommendations in collaboration with concerned Departments & Managers to assure maximum patient satisfaction.
  Monitored efficient staff performance and productivity by applying all aspects of team management including goals setting, performance reviews, task specification, monitoring progress, defining delegations and progress supervision.
  Established coaching and staff training requirements.
  Administered staffing ,manpower management & Doctor’s Duty Rota.
  Ensured accurate and timely processing and entries of insurance cards information done by FO staff.
  Managed compliance (HIPPA)
  Ensured minimum refunds & cancellation of outpatient receipts.
  Managed and assisted VIP & Emergency patients.
  Promoted good healthcare service provider and portray a positive hospital image by involvement into marketing activities, events and accolade collection.
  Developed, implemented and maintained patient satisfaction report, key performance indicator (KPI) and ensured required support to Quality Assurance.
  Maintained reports including but not limited to night duty report, morning OPD census report, patient flow report (OPD/ER), as per JCI requirements.
  Brought business to the hospital by connecting with the clinics/Doctors/Physician across UAE, calling the patients/attendants (OPD/IPD) and assisting them throughout to give them a comfortable stay(with Marketing team)