SHYALIN GRACIOUS

• Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
• Remained knowledgeable in latest guidelines and best practices to ensure delivery of regulatory compliant service.
• Managed and mentored team of 10nos to deliver exceptional service.
• Managed operations efficiently and effectively, verifying customers received exceptional service.
• Inspired and managed teams in operational improvements, increasing overall productivity.
• Resolved complex customer enquiries, disputes and complaints.
• Oversee the overall patient care journey, ensuring seamless coordination and timely delivery of services.
• Act as a central point of contact for patients, addressing their concerns and needs throughout their care experience.
• Supervise and guide a team of patient service representatives or coordinators, providing direction and support.
• Ensure proper training and development of team members to maintain high-quality patient interactions.
• Communicate with patients and their families to provide information about available services, treatment plans, and any necessary preparations.
• Address inquiries, concerns, and feedback promptly and empathetically.
• Develop strategies to improve the overall patient experience and engagement with the healthcare facility.
• Collaborate with medical professionals, administrative staff, and other departments to ensure comprehensive patient care.
• Facilitate clear communication between various stakeholders involved in patient treatment.

- Assist with planning and coordination of programs and their activities

-Worked closely with other coordinators to plan and deliver creative programme across all art forms.

- Monitor implementation of program policies and practices

- Support program growth and development by visiting hospitals, wholesale pharmacies, and diagnostic centers

- Oversee tracking of billing, payments, and financial transactions

- Schedule and organize program-related meetings and events

- Create and maintain program records, reports, presentations, and proposals

- Facilitate positive relations between program team, hospital and vendor clients, and other departments within the organization

- Manage marketing and communications, including media relations and social media

- Train other employees for better patient care involvement

- Manage vendor activities and maintain a cordial relationship with vendors

- Serve patients and caregivers with empathy and clarity

- Manage internal reporting and tracking systems

• Complied with company policies on equality and diversity in delivery of services and treatment of others.

- Acted as OPD Incharge and OPD Coordinator - Front Office
- Facilitated patients/babies and managed coordination between doctors, patients, and other consultants
- Successfully converted new patients and ensured their retention
- Achieved significant revenue generation of 2 lakh to 3 lakh per month from Vaccination Package sales
- Maintained the 1st position among all Motherhood branches in Pan India for the sale of vaccination packages within just one month
- Led and managed home vaccination drives and field operations, overseeing a team of 4 members (Doctor, Nurse, Housekeeping, and Driver)
- Managed front office operations and a staff of 10, including roster assigning and payroll updation
- Generated leads through drives and campaigns and achieved high conversion rates
- Managed Google reviews and internal feedback, maintaining an NPS score between 9-10
- Effectively addressed and resolved negative feedback by directly communicating with patients via phone or face-to-face
- Implemented cost-cutting measures and curtailed the budget by 40% in the first quarter for the assigned PEAD OPD

• Provided exceptional service and support, going extra mile to retain customers.
• Used excellent problem-solving and issue-resolution strategies to rectify difficulties quickly and effectively.
• Maintained positive, professional working environment to optimise staff and customer satisfaction.
• Coordinated smooth onboarding for new staff with related training and documentation.
• Listened to team members' feedback and proactively addressed concerns.

- Facilitated seamless arrival operations for both domestic and international patients
- Coordinated effectively between doctors, patients, and various sub-departments
- Supervised and managed billing operations for both in-patients (IP) and out-patients (OP)
- Acted as the Single Point of Contact (SPOC) for the Medical/Hemato/Surgical/Radiation Oncology departments
- Addressed queries promptly through direct, call, and email communication
- Ensured regular follow-ups with new patients to track their progress
- Prepared comprehensive monthly reports and presentations
- Conducted training sessions for new joiners and evaluated their performance
- Prepared and presented weekly and monthly revenue reports
- Provided financial counseling to patients, achieving high conversion rates
- Contributed to the implementation of strategies aimed at enhancing patient flow and increasing revenue.

• Managed quality control and maintained high customer satisfaction.
• Trained and coached junior team members to maximise knowledge and competencies and increase performance.
• Delegated team tasks and organised workflows to prioritise critical jobs and meet stringent deadlines.

- Demonstrated prompt and professional response to customer inquiries
- Maintained a positive and empathetic attitude while engaging with customers
- Successfully resolved customer complaints and effectively addressed technical/mechanical issues
- Efficiently processed orders, forms, applications, and requests
- Maintained accurate records of customer interactions, transactions, and feedback
- Collaborated with colleagues to generate leads and foster teamwork
- Welcomed and assisted walk-in clients, providing relevant and helpful information

-Coordinated training to improve operations, team morale and customer service.

-Achieved outstanding customer satisfaction through effective team management.