South Delhi, Delhi, India
Seasoned healthcare operations professional with 14+ years of cross-functional experience in Hospital Operations, MIS & Financial Reporting, Accounts & Finance, Front Office, Patient Experience & NPS, and E-Commerce. Proven track record of driving revenue growth, enhancing operational efficiency, and improving patient satisfaction across multi-unit hospital setups. Expert in MIS development and data analysis, delivering strategic, data-driven insights to support senior leadership. Skilled in streamlining workflows, audit & compliance readiness, and coordinating multi-functional healthcare projects. Strong leadership in stakeholder engagement, team mentoring, and on-ground problem solving to drive measurable outcomes. Focused on financial discipline, process excellence, and delivering patient-centric healthcare solutions. I thrive on creating meaningful impact, whether through people, processes, or ideas and believe in staying close to the people who experience the impact firsthand. Experience has taught me that true growth isn’t about holding onto a position but about enabling others to rise as knowing there's always a long list of talented individuals ready to displace me. The more I share and connect, the more I learn—and that’s how I stay ahead, not by holding on, but by moving forward. I believe in systems that empower people, ensuring progress continues beyond just me.
Results-driven Deputy Manager Operations with a focus on driving operational efficiency and excellence in healthcare services. Demonstrating expertise in overseeing multifaceted projects, collaborating with cross-functional teams, and delivering exceptional MIS reporting. Committed to optimizing processes, ensuring compliance, and achieving strategic goals for Cloudnine Hospital.
Key Responsibilities : Operation Excellence::-- Drove OPD operations, business & revenue growth. Facilitated daily meetings with Clinicians to enhance patient experiences, address operational challenges, and boost Diagnostics & OP to IP conversions. Mentored and empowered team members for peak performance. Pioneered implementation of transformative initiatives for enduring success. Skillfully managed vital operational data for informed decision-making. Fostered seamless cross-departmental collaboration. with HR, F&B, Nursing, Medical Admin, Engineering, Security, Finance, Purchase, Housekeeping & others Drove EHR adoption in OPD and monitor data compliance Patient Centric Services::-- Championed OPD, Admissions, PHC & ER operations & processes Demonstrated expertise in HIS, E-Prescription, Qikwell, Billing policy & Corporate tie ups Swiftly resolved patient concerns, elevating satisfaction utilizing RCA & CAPA Ensure timely dispatch of credit invoices to IPMC & TPA bill dispatch dept . Call Centre Management:;-- Supervised inbound and outbound call center operations & data management Managed video call consultations during the COVID-19 pandemic Covid-19 Response Leadership::-- Spearheaded COVID-19 Vaccination and Testing initiatives. Independently controlled COWIN Portal management for vaccine appointments Shared daily critical COVID data with key stakeholders (Govt & Internal Management) Efficiently managed numerous external COVID vaccination camps Government liaison for COVID norms & updates
Key Responsibilities: Efficiently managed staff roster, conducted training, & held daily briefings for OP team. Skillfully handled OP conversions and promptly addressed patient feedback. Coordinated OP appointments and oversaw billing processes for seamless operations. Facilitated the enrollment of patients into the PHC & assisted in conducting on-site PHP programs for corporate clients. Managed corporate billing & call center operations to ensure smooth processes.
Key Responsibilities : Prepared & release daily reports on business revenue, hospital occupancy, surgeries, & provide strategic insights to Unit Head & Management Produced monthly & weekly MIS reports for Head Office, showcasing SBU performance, Unit revenue & performance and Unit Service profile. Collaborated across departments, enabling data-driven decision-making Supported manager in monthly financial closing reporting activities & MBR preparation & Business Reviews Assisted in financial budget planning & precise departmental budget discussions
Key Responsibilities:- Produced daily sales reports for OPD & IPD transactions. Delivered daily Revenue Flash MIS reports to Head Office and Unit Management Heads. Conducted rigorous cash, card, and cheques reconciliations to maintain precise financial records and ensure HIS billing software accuracy. Managed patient refund cheque processes in compliance with billing SOPs. Supported manager in calculating biomedical equipment rental fees payouts Conducted billing scroll audits of front office staff. Contributed to routine hospital pharmacy stock and billing cash audits
Led patient care coordination efforts, ensuring seamless experiences for patients. Played a vital role in the Core team of the DISHA project, collaborating with the Service Excellence team under the expert guidance of KPMG consultants. Proficiently managed hospital software, streamlining processes and improving efficiency. Collaborated with a dynamic healthcare team to enhance patient satisfaction and resolve issues.