Jatinder Kaur
patient services Manager
Ropar, Punjab
Summary
In pursuit of challenging and enriching assignments in patient service operations with an organization demonstrates dedication to making a meaningful impact in healthcare. My qualities as a highly innovative, motivated, and flexible Customer Service Manager position as a valuable asset in this field.
Overview
15
15
years of professional experience
3
3
Languages
Work History
Patient Services Manager
LIVASA Hospitals (IVY), Corporate Office
05.2023 - Current
- Handling team of 30 Guest Relation Officers at all the units.
- To ensure that the patients/visitors seeking help with complaint resolution, understanding and exercising their rights as a patient and to maintain proper record of feedback.
- Manage Patient care and satisfaction with best healthcare standards while reducing patient waiting time
- Monitoring the total feedbacks collection data verses discharges at group level.
- Monitoring the numbers of resolution given of complaints on the spot.
- Complaints handling and proper management of received concern.
- Monthly review of recurring complaints department wise at group level.
- Daily sharing of complaints status -Open, closed within the TAT, out of TAT complaints Etc.
- Share/Discuss the analysis of patient overall experience for every Medical and Non-Medical Departments with the senior Management- Unit Heads and Chief Executive Officer and Group Medical Director.
- Monitoring of Online feedbacks which comes through social media, Tweeter, FB, Website and Resolve them within the TAT, Give them satisfactory resolution.
- Analysis of the quality of RCA/CAPA done by concerned Departments.
- Doing On-ground audits on RCA/CAPA implementation with different Departments.
- Raising alarm for departments who are not adhering. SLA compliance & MIS to be shared with concerned Authority.
- To ensure that Patient Communication are being done after doing all RCA & CAPA (Loop Closure).
- Improve Admission Experience and discharge scores for Cash and TPA patients at Group Level.
- Collate data of PSAT at the time of discharge and share post discharge calls at Group Level.
- Ensured to Apprise the Team of all Units by Regular Training, if any changes come in Hospital Policy.
- Monitoring Grooming, work done by GROs and their communication skills.
- Arrange stress management sessions for staff and other sessions in that area where they lack in performing.
- Additional Responsibility Taking care of conversion tracking across Admission, Lab, Radiology, and Pharmacy. This includes closely monitoring OPD-to-IPD conversions, identifying loopholes in the process, and taking corrective actions to improve overall conversion rates.
Senior Assistant
Fortis Healthcare, Mohali (International Hospital)
09.2014 - 04.2023
- Collate the feedback received into an MIS to be shared with the top management on a periodic basis
- Oversee the re addressal of grievances/complaints received from the patients in a timely and satisfactory manner
- Enhance the value of services being provided by making the patient and the attendant comfortable and familiar with the hospital
- Liaise with respective HODs and the Floor Manager upon receiving a complaint, and also report the same to Facility Director
- Prepare, update and circulate list of VIP patients regularly to top management
- Interact with patients who are scheduled for discharge and record their feedback in the GR Module
- Weekly presentation is prepared and present to the Zonal Director/Medical Director of the company and stakeholders on weekly basis
- Monthly presentations are being prepared and presented to the CEO of the company
- Prepare and sent monthly data for review to Corporate office in Delhi then we discuss Review with superiors of the company
- Handling Deceased cases, assisting their families for smooth exist from the Hospital
- Collate appreciations of the staff given by patient’s family and appreciate the staff weekly/Monthly by giving token of appreciations to motivate them
- Handle Twitter, Google, Facebook reviews (positive /negative /inquiries), talk to the concern person and try to convert them into a positive feedback & We make the patient’s family comfortable by meeting them on daily basis, handle their queries and resolve them
- For patient satisfaction we celebrate occasions/Festivals
- Arrange Multi-disciplinary meetings for patients Families with the doctors where more than 2 Treating Doctors are involved in the treatment of the patient for families’ medical queries
- Handled Home care services and arrange nursing staff, required equipment and other services which patient requires services at home.
- Handled team of 5 PROs, one GDA and one DEO and trained them for their work.
Team Leader
Reliance Communication, Chandigarh
10.2010 - 09.2013
- Achieve sales targets and providing Customer service.
- Customer Service Management and Complaint Handling & Resolution.
- Responsible for Cross Sell & enhancing relationship with existing customers.
- Customer service to ensure walk in customer’s issues.
- Managing like Corporate Deals, Bulk connections, churn.
- Generation of referrals from internal database.
- Generate business and cross sell all products and services of the Company.
- Customer satisfaction and maintain good relation.
- Handling a team of Field sales associate and store Associate.
- Review all critical reports, monitor cash levels, fraud control, etc.
- Customer Service Management and Complaint Handling & Resolution.
- Customer Satisfaction Enhancement and provide front-End Supervision.
Customer Care Executive
Reliance Communication, Chandigarh
07.2008 - 09.2010
- Achieve sales targets and providing Customer service.
- Responsible for Cross Sell & enhancing relationship with existing customers.
- Customer service to ensure walk in customer’s issues.
- Generation of referrals from internal database.
- Generate business and cross sell all products and services of the Company.
- Customer satisfaction and maintain good relation
Education
M.B.A. (Master of Business Administration) - Marketing Management
Sikkim Manipal University
01.2012
Graduation B.A. - undefined
Punjab University
01.2005
Intermediate - undefined
Govt. Senior Sec. School
01.2000
Matriculation - undefined
Govt. Senior Sec. School
01.1998
Skills
Quick learner with strong adaptability and flexibility
PROFESSIONAL SUMMARY
- I have 15 years’ 8 Months experience in the Field of Service Operations and Client Servicing.
- Proficient in Microsoft office programs, especially Excel, Word, PowerPoint and Outlook.
- Excellent in providing Excellent services and communication skills.
- Outstanding ability to resolve patient’s problems effectively.
- Fully experienced in developing profitable and productive business relationships.
- Ability to take initiatives, Implement the changes in department happening in the company.
- Ability to learn new updates and Technology quickly and to give training to the team.
- Making Good relationships with Senior Management and the team.
- All clinical as well as non-clinical processes and protocols are adhered to.
- Good oral and written communication skills, English and Hindi.
Interests
Hobbies: Music, Interacting with people, Explore new Places
Timeline
Patient Services Manager
LIVASA Hospitals (IVY), Corporate Office
05.2023 - Current
Senior Assistant
Fortis Healthcare, Mohali (International Hospital)
09.2014 - 04.2023
Team Leader
Reliance Communication, Chandigarh
10.2010 - 09.2013
Customer Care Executive
Reliance Communication, Chandigarh
07.2008 - 09.2010
Graduation B.A. - undefined
Punjab University
Intermediate - undefined
Govt. Senior Sec. School
Matriculation - undefined
Govt. Senior Sec. School
M.B.A. (Master of Business Administration) - Marketing Management
Sikkim Manipal University