As a dedicated professional in healthcare operations, I specialize in process transformation and improving patient experience through digitalization and workforce development. At Max Healthcare, I lead critical initiatives that bridge manual processes to digital solutions, such as the complete digitalization of OPD services and the implementation of self-service kiosks to streamline patient interactions.I bring expertise in API integration, SOP development, and Learning Management Systems (LMS) management, ensuring that both staff and processes are optimized for efficiency and compliance. My role involves designing and managing comprehensive training modules, creating tailored induction programs, and overseeing FO trainers across multiple units. I also conduct regular assessments and audits to maintain high standards and ensure adherence to protocols.As part of the Central Team, I focus on people transformation, change management, and increasing operational efficiency. This includes implementing strategies for staff knowledge enhancement, performing data analysis, and utilizing visualization tools like Google Data Studio and Power BI for actionable insights.My current projects include:* Leading 100% digitalization in OPD for improved patient experience and operational efficiency* Driving kiosk implementation to reduce wait times and enhance patient flow* Ensuring maximum manpower utilization across front office teams* Spearheading Train-the-Trainer initiatives to develop strong leaders and trainers in each unitI thrive in dynamic healthcare environments and am passionate about driving change that benefits both staff and patients.

 Process Conversion – Manual to Digital, AS-IS & TO BE API integration and standard operating procedures (SOPs) LMS Integration and Management expertise in Learning Management Systems to create and manage training modules. Coordinating in implementation of hospital strategies and action plan To ensure compliance with all relevant legislation and regulatory requirements (Statutory Compliances) throughout our hospital. To implement projects for patient outcomes, patient, and physician satisfaction by assessing and improving the governance, managerial and support processes. Design training modules and curriculum aimed at enhancing the skills and knowledge of staff. Develop and implement comprehensive induction programs for new hospital staff to ensure a smooth onboarding process. Create training materials, manuals, and presentations that align with the hospital's goals and standards. Conduct training sessions for hospital staff, focusing on areas such as new processes, service delivery, and patient experience improvement. Conduct audits and quality assessments to verify adherence to established protocols. Collaborate with department heads and senior management to identify training gaps and align programs with hospital objectives. Maintain detailed records of training sessions, staff certifications, and performance evaluations. NABH, NMC Audit participation. Data querying, cleaning, and transformation Data analysis, Dashboard and using visualization tools for data projection (e.g., Google Sheet, Google data Studio, power BI)

 Supervising PCS - OPD IPD ER Billing (Cash, Corporate, PSU & EWS), help Desk, Report Dispatch, call Centre. Directly responsible for IP/ OP day to day operations. Responsible for in- room Admissions & Turn- Around for patient admission. Prepare risk assessment, Audit/ Daily operation Compliance and documents according to NABH and NABL protocols Etc. Supervising timely submission of PSU & Corporate Credit bills to PSU Dispatch. Hold responsibility for service-quality standards and adherence of Patient CareServices to Achieve heightened levels of customer service. Arranging Soft Skill training weekly for FO Staff, Process Training monthly Take part in the selecting, orienting, training, counselling and disciplining employees. Supervising Monthly Audit (Servekshan, Parikshan, Gurukul ) Responsible for OPD Directory, Appointment Slots management, Room wise and doctor wise management Responsible to minimize wastage and ensure effective utilization of resources. During COVID 19 Pandemic Bed Management of ward and ICU floor wise / supervision of installing of required beds. Floor managing and Preparation of All FO Duty Roster FO. Supervising the Patient Counselling Dept, timely OT Clearances, Estimate Tagging & Estimate Accuracy OPD Directory, Room wise and doctor wise management. Responsible to send all MIS/Ops reports daily basis. Responsible to present Daily FO Dashboard, Revenue Comparative study (WOR & MOR) Weekly & monthly as a Presentation Maintains working relationships and communicates with all departments. Patient Feedback / Complain closure within TAT Maintain RCA CAPA record. Represent the Department or team in the management Morning Meetings and other employee or department related committee.

Patient Services:Supervise and lead the front desk team to provide excellent customer service to all patients and their families.Manage the reception area, ensuring it is clean, organized, and welcoming.Oversee the scheduling and registration of patients for both Outpatient (OPD) and Inpatient (IPD) services.Resolve patient queries and complaints promptly and professionally.Billing and Insurance:Coordinate with the billing department to ensure accurate billing for services provided.Handle billing inquiries from patients and insurance companies.Dispatch bills and invoices to corporate clients and third-party administrators (TPAs).TPA and Insurance Coordination:Act as the primary point of contact for TPAs and insurance companies.Verify insurance coverage and process claims efficiently.Communicate with patients regarding insurance-related matters and pre-authorization requirements.International Patient Coordination:Facilitate the admission process for international patients.Assist with visa processing, accommodation arrangements, and transportation as needed.Ensure effective communication between international patients, their families, and medical staff.Operational Review:Participate in weekly and monthly operational reviews with the management team.Provide insights and feedback on front office operations and patient services.Reward and Recognition:Implement and manage weekly reward and recognition programs to motivate and acknowledge exceptional performance among front office staff.Collaborate with HR to develop and execute employee recognition initiatives.Employee Engagement Program:Plan and organize employee engagement activities, such as team-building events, workshops, and training sessions.Foster a positive work environment and promote teamwork among front office staff.Actively address employee concerns and feedback.