Dr. Mehak Modi Jaswal
SENIOR MANAGER QUALITY
Mohali
Summary
Adept in process optimization and team leadership, I spearheaded a sales expansion at , boosting revenue by 65%. My tenure at Hospitals saw patient satisfaction soar, reflecting my strategic thinking and cross-functional collaboration skills. Proven in project management, I excel in driving operational excellence and achieving significant outcomes.
Overview
9
9
years of professional experience
3
3
Languages
Work History
SENIOR MANAGER
Fitelo, No Guilt Nutrition and Fitness India Pvt. Ltd.
07.2022 - Current
- Operations & Sales Leadership: Developed operational standards and policies, managing end-to-end operations for coaches and dietitians in personal training programs. Spearheaded sales expansion by building a new vertical from scratch, increasing revenue by 65%, improving conversion rates from 0.7% to 2.2% in 3 months, and reducing CAC by 35%.
- Headed the launch of Fitelo Prime, successfully managing a pilot project targeting a new segment of VIP clients
- Developed an effective email communication system from the ground up, crafting templates for optimal internal and external engagement
- Pioneered a chat support initiative, managing vendor selection and overseeing the implementation with a dedicated team
- Oversaw chargeback operations across multiple gateways, upholding financial integrity and minimizing revenue loss
- Implemented a comprehensive data management system for Customer Support, ensuring data accuracy and ease of access
- Analyzed CSAT and NPS data to extract actionable insights for service enhancement and customer satisfaction
- Led the 'Pause to Expire' project, reducing client service interruptions and streamlining automation for client management
- Managed legal affairs, effectively handling consumer forum complaints and internal stakeholder issues
ASSISTANT MANAGER
Cloudnine Hospitals
11.2019 - 05.2022
- Streamlined IPD, Admission, and Billing Desk operations, slashing discharge time by 37.5%
- Ensured punctual TPA file submissions, accelerating insurance disbursements
- Analyzed and managed MIS reports to enhance organizational efficiency
- Reduced patient grievance Turnaround Time by 44%, serving as the primary contact
- Boosted patient satisfaction by implementing effective feedback and resolution systems
- Utilized the Ishikawa diagram for detailed analysis of patient dissatisfaction factors
- Re-engineered insurance desk workflows, significantly improving process efficiency
- Managed and optimized doctors' payout procedures for various medical services
- Improved patient experience, evidenced by a Net Promoter Score increase from 82 to 94
MANAGEMENT TRAINEE
Shalby Hospitals
05.2017 - 05.2018
- Streamlined HR MIS reporting by reorganizing and updating employee personal files
- Developed Front Desk Operators through targeted training and mentoring
- Conducted a comparative analysis of knee replacement packages across different units
- Performed Root Cause Analysis to address frequent patient complaints effectively
- Analyzed monthly reports to extract actionable insights for performance improvement
- Managed room and key coding operations to ensure efficient guest services
- Organized and led in-house events, enhancing employee engagement and brand image
- Delivered health talks as part of external marketing initiatives to boost brand awareness
- Drove a 55% increase in Homecare service revenue through strategic marketing and service excellence
- Focused on enhancing Hospital interiors/decor to improve patient experience and satisfaction
- Collaborated with the Branding Team to strengthen the hospital's market position
- Oversaw OPD and Admission Desk operations, ensuring a seamless patient intake process for 4 months
MANAGEMENT TRAINEE
Fortis Hospital
05.2017 - 06.2017
- Case Studies: TURP Clinical Pathway Audit
- Clinical Correlation: Radiologist is Clinician's consultant
MANAGEMENT TRAINEE
Shah Hospital
04.2017 - 04.2017
- Case Studies: Patient satisfaction at OPD and its Root Cause Analysis
- Assessment of discharge process: The duration and its analysis for late discharges
MANAGEMENT TRAINEE
Godrej Memorial Hospital
08.2016 - 10.2016
- Case Studies: Developed the concept of OPD Triage
- Designed a Balanced Clinical Scorecard
- Clinical Pathway analysis of discharge process
MANAGEMENT TRAINEE
Max Super Speciality Hospital
05.2016 - 06.2016
- Case Studies: Developed a 360-degree feedback form for pharmacist
- Identified behavioral and infrastructural incompetencies in the out-patient pharmacy
- Identified the reasons for low re-usability of consumables in the catch lab and recommendations were given to improve the same
MANAGEMENT TRAINEE
Dr R N Cooper General Hospital and Medical College
06.2016 - 06.2016
- Case Studies: Implementation of queue system in the dispensary and reduction in the waiting
- In-depth study of 4 clinical departments (Casualty, General Surgery, ICU and OPD)
- In-depth study of 3 support services department (Ambulance, Laboratory and Dispensary)
Education
Diploma in Medical Law And Ethics -
National Law University
Bangalore, India 04.2001 -
Masters in Hospital Administration -
Tata Institute of Social Sciences
Mumbai, India 04.2001 -
Bachelors of Dental Sciences -
Dr HSJ Institude of Dental Sciences
Chandigarh, India 04.2001 -
Higher Secondary -
PML SD Public School
Chandigarh, India 04.2001 -
High School -
St. Xavier's Senior Secondary School
Chandigarh, India 04.2001 -
Skills
- Process Optimization
- Data Management and Analysis
- Conflict Resolution
- Strategic Thinking
- Project Management
- Team leadership
- Cross-functional Collaboration
Timeline
SENIOR MANAGER
Fitelo, No Guilt Nutrition and Fitness India Pvt. Ltd.
07.2022 - Current
ASSISTANT MANAGER
Cloudnine Hospitals
11.2019 - 05.2022
MANAGEMENT TRAINEE
Fortis Hospital
05.2017 - 06.2017
MANAGEMENT TRAINEE
Shalby Hospitals
05.2017 - 05.2018
MANAGEMENT TRAINEE
Shah Hospital
04.2017 - 04.2017
MANAGEMENT TRAINEE
Godrej Memorial Hospital
08.2016 - 10.2016
MANAGEMENT TRAINEE
Dr R N Cooper General Hospital and Medical College
06.2016 - 06.2016
MANAGEMENT TRAINEE
Max Super Speciality Hospital
05.2016 - 06.2016
Diploma in Medical Law And Ethics -
National Law University
04.2001 -
Masters in Hospital Administration -
Tata Institute of Social Sciences
04.2001 -
Bachelors of Dental Sciences -
Dr HSJ Institude of Dental Sciences
04.2001 -
Higher Secondary -
PML SD Public School
04.2001 -
High School -
St. Xavier's Senior Secondary School
04.2001 -
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