BHANU PRIYA M
Operations Manager
Bengaluru
Summary
Continuous improvement in the way of life and will work professionally to succeed, which requires dedication, creativity and confident enough to venture into challenging work, utilize my management skills and abilities in a sector that offers professional growth and opportunities to continuously learn and develop new perspective.
Overview
9
9
years of professional experience
Work History
Operations Manager
Marga Mind Care Hospital Yalahanka
04.2025 - Current
- Roles and responsibilities.
- 1. Daily Operations Management.
- Oversee routine business operations and workflows.
- Ensure all departments are functioning smoothly.
- Monitor productivity and service delivery standards.
- Resolve operational issues quickly.
- 2. Team Management & Leadership
- Supervise and guide staff across departments
- Assign tasks and set performance expectations
- Conduct team meetings and performance reviews
- Train and develop employees
- 3. Process Improvement
- Identify inefficiencies in current processes
- Implement systems to improve productivity and reduce costs
- Standardize workflows and create SOPs (Standard Operating Procedures)
- Ensure continuous improvement
- 4. Planning & Strategy
- Assist in setting organizational goals and strategies
- Develop operational plans aligned with business objectives
- Monitor KPIs (Key Performance Indicators)
- Analyze reports to support decision-making
- 5. Budget & Cost Control
- Manage operational budgets
- Monitor expenses and control costs
- Optimize resource allocation
- Ensure financial efficiency
- 6. Vendor & Client Management
- Coordinate with vendors, suppliers, and partners
- Negotiate contracts and agreements
- Maintain strong client relationships
- Ensure timely delivery of services/products
- 7. Compliance & Quality Control
- Ensure company policies and legal requirements are followed
- Maintain quality standards in operations
- Handle audits and inspections
- Implement safety and compliance procedures
- 8. Reporting & Documentation
- Prepare daily, weekly, and monthly reports
- Maintain operational records and documentation
- Present performance insights to senior management
- 9. Customer Experience Management.
- Ensure high levels of customer satisfaction
- Handle escalations and complaints
- Improve service delivery processes
- 10. Technology & Systems Management
- Use software/tools for operations tracking
- Implement automation where possible
- Coordinate with IT for system improvements
Assistant Manager – Operations
People Tree Hospitals PVT LTD
11.2023 - 09.2024
- Ensure high customer satisfaction, optimum efficiency levels, low error rates, and delivery as per quality parameters defined for the department.
- Select, train, and monitor the efficiencies of the operations team.
- Achieve high levels of customer satisfaction through well-trained and motivated personnel in the department.
- Efficient management of manpower resources.
- Monitor cashiering scrolls and outputs to maintain low error rates and discrepancies.
- Mitigating of billing leakages by close monitoring and continuous system improvements.
- Resolving billing discrepancies by cross functional coordination.
- Ensure that issues of team productivity, moral, teamwork are addressed, resolved and escalate issues to Higher management where required.
- Display leadership and drive by proactive approach towards initiatives to improve departmental costs and practices.
- Display leadership and drive by proactive approach towards resolving patient issues related to billing/ counseling.
- Ensuring ethical norms and practices are established and maintained byteam.
- Monitor appointments scheduling, cashiering and other ethical practices as established by the organization.
- Maintain key external relationships to manage smooth flow for customer movement in all situations.
- Monitoring of quality parameters for operations and measures to improve the same.
- Administratively responsible for Duty roasters and Leave allocation of Operations Team.
- Generates new ideas and encourages creativity from others.
- For Performance efficiency initiating training and development programs for Subordinates.
- Defining HIS rights and monitoring based on the designations.
- Conducting floor rounds and ensuring that processes are in-place from operations aspects.
- Ensuring smooth patient flow in all patient touch points (OP D, Billing, Pharmacy, IP, ICU, OT, Lab, Radiology and ER)
- Responsible for Overall supervision and control of the Housekeeping, Security department.
- Meeting VC Doctors for referring patients.
Senior Executive
CARE Hospitals Hi-Tech City
02.2023 - 08.2023
- Nature of Job:
- Supervising Day to Day PRE and Billing activities.
- Training the New Joiners.
- Resolving all patient issues and be the one point of contact for patients.
- Training for PRE Team on SOP’s & Hospital Policies/Services/Products.
- Feedback collection (10 Google reviews from OPD at a minimum and from all OP patients )
- Preparing and PPT Presentation on Business Revenue Meeting (BRM)
- Preparing and PPT Presentation on Patient Satisfaction Indices (PSI)
- Floor Co-ordinations.
Casualty In charge
Manipal Hospitals Varthur
06.2021 - 09.2022
Service Line Executive
Motherhood Hospital Hebbal
10.2020 - 12.2020
Billing Executive
CYTECARE CANCER HOSPITALS PVT LTD, BANGALORE
07.2019 - 09.2020
Customer Care Executive
VASAVI MULTISPECIALITY HOSPITALS, BANGALORE
06.2018 - 04.2019
Customer Care Agent-1
AIR INDIA SATS PVT LTD (ETIHAD AIRWAYS) DEVANAHALLI, BANGALORE
08.2017 - 02.2018
Education
Diploma - Aviation, Hospitality & Tours and Travel Management
ILAM
BangaloreBCA - undefined
C V Raman University
BangaloreSkills
Day to day reports update to the Administrator
Maintenance of Accounts and also documentations
Letter Correspondence, Interview process for Customer Care and Billing
Conducted Training on Standard Operating Procedure (SOPs), Hospital Policies, Hospital Products and Services
Underwent Training on Basic Life Support (BLS) and Fire Safety
Underwent Soft Skills Training on (Problem Solving and Decision Making, Supervisory Skills ,3C Standards Courtesy,Communication,Complaint Handling)
Listening accurately to patient queries, Attention given to Anticipate Issues, Taking Initiative and Judgment on problem solving and decision making Prepared to take up and complete delegated tasks, Service Recovery taking ownerships for Complaints and actively resolves issues
Leadership & team management
Communication skills & Time management
Problem-solving & decision-making
Analytical thinking & Adaptability
DECLARATION
I hereby declare that the particulars of information and facts stated herein above are true, correct and complete to best of my knowledge and belief. PLACE : Bengaluru DATE
Timeline
Operations Manager
Marga Mind Care Hospital Yalahanka
04.2025 - Current
Assistant Manager – Operations
People Tree Hospitals PVT LTD
11.2023 - 09.2024
Senior Executive
CARE Hospitals Hi-Tech City
02.2023 - 08.2023
Casualty In charge
Manipal Hospitals Varthur
06.2021 - 09.2022
Service Line Executive
Motherhood Hospital Hebbal
10.2020 - 12.2020
Billing Executive
CYTECARE CANCER HOSPITALS PVT LTD, BANGALORE
07.2019 - 09.2020
Customer Care Executive
VASAVI MULTISPECIALITY HOSPITALS, BANGALORE
06.2018 - 04.2019
Customer Care Agent-1
AIR INDIA SATS PVT LTD (ETIHAD AIRWAYS) DEVANAHALLI, BANGALORE
08.2017 - 02.2018
BCA - undefined
C V Raman University
Diploma - Aviation, Hospitality & Tours and Travel Management
ILAM