Mithila Pankaj Wadkar

Company Overview: Healthcare Services

As the Senior Manager of Patient Experience, I’m overseeing all aspects of patient satisfaction, engagement, and retention within our healthcare organization. My role is to pivotal in creating a positive and supportive environment for patients, ensuring their needs are met and their experiences are exceptional. I collaborate with various departments to implement strategies aimed at enhancing patient satisfaction, optimizing processes, and improving overall quality of care.

KEY ACHIVEMENTS :

Patient Experience & Service Excellence:

• Selected as a founding member of Mumbai’s first Patient Advisory Committee.
• Achieved a consistent rise in NPS score from 80% to 85% through focused initiatives.
• Introduced a real-time complaint collection system during patient stay for quicker resolution.
• Developed a digital patient information manual to enhance patient understanding of hospital services.
• Launched digital feedback collection via the Jaslok app for seamless patient input.
• Implemented a transport pool system for smooth inter-department patient transfers.

Quality, Safety & Operational Excellence:

• Served as a core member in the NABH internal audit committee for compliance readiness.
• Invited to attend CAHO’s Quality Conclave for excellence in operational performance.
• Conducted and presented a disaster management mock drill with detailed findings.
• Actively contributed to the Patient Safety Committee, driving safety protocol implementation.
• Integral part of the Feedback Committee, analyzing inputs to guide quality improvements.

Innovation & Digital Transformation:

• Significantly increased Google review count through digital outreach and patient motivation.
• Initiated tech-driven patient engagement tools, including QR-based feedback mechanisms.
• Championed the use of digital platforms to simplify patient communication and feedback.

Recognition & External Representation:

• Received personal recognition from the hospital trustee for exceptional PR performance.
• Represented the hospital in panel discussions on patient experience at various forums.

Employee Engagement & Cultural Initiatives:

• Creatively organized multiple employee engagement programs to boost morale and teamwork.
• Played a leading role in annual Foundation Day celebrations and hospital events.
• Actively involved in cross-department employee engagement activities and festive celebrations.

Job Profile :

• Develop and implement patient experience strategies to improve satisfaction levels and enhance overall patient outcomes.
• Lead and manage a team of professionals dedicated to patient experience, including training, coaching, and performance management.
• Collaborate with various departments, including clinical, administrative, and support services, to identify areas for improvement in patient care processes.
• Analyze patient feedback and data to identify trends, issues, and opportunities for improvement.
• Implement initiatives to address patient concerns and enhance the quality of care provided.
• Establish and maintain effective communication channels with patients and their families to ensure their needs and expectations are met.
• Monitor and evaluate the effectiveness of patient experience initiatives, making adjustments as necessary to achieve desired outcomes.
• Stay current with industry trends, best practices, and regulatory requirements related to patient experience and incorporate them into organizational practices.
• Serve as a liaison between patients, families, and the organization, advocating for patient rights and ensuring their voices are heard.
• Collaborate with marketing and public relations teams to promote positive patient experiences and enhance the organization's reputation.

• Company Overview: Healthcare Services
• To acquire new clients by doing healthcare activities like free health check up camps, Health talks by expertise through various sources.
• To develop patient friendly process & proceed by analyzing corporate patient feedback form.
• To do the ground work for the authorization of the corporate credit & insurance payment.
• To coordinate with corporate doctors or administrative/ Medical officers for the medical updates along with the feedback of their patients.
• To monitor the flow of corporate patient for OPD & IPD.
• To closely coordinate with internal super specialty doctors for the medical updates for corporate patients.
• To take of interim bills & monitoring corporate patients.
• Send the weekly corporate patient report.
• Submit the monthly revenue report for individual corporate along with the progress shit.
• Create a monthly report to calculate the potential among the corporate
• Designation : Service line Executive (Speciality: Cardiac & Ortho)
• Job Profile :
• To interact daily with IPD & OPD patients & interact with third party administrators & related departments.
• To track corporate patient’s admission & counseling of the patients
• Co-ordinate with corporate to address & close patient concern regarding insurance & hospital services.
• To resolve all patient concern immediately & priority bases.
• To analyze patient feedback form & conduct a monthly review for the same.
• To develop patient friendly process & proceed by analyzing patient feedback form
• To do the ground work for the authorization of the corporate credit & insurance payment.
• To take of interim bills & monitoring corporate patients.
• To take care of corporate patient’s discharge & bills also monitor any changes in the line of treatment.
• To analyze the patient feedbacks eradicate recurring complaint by developing new process & procedure or improving the existing process & procedure.
• To convey to the corporate any changes in the line of treatment & record the changes.
• To take care of all the paper work related to the corporate.

• Company Overview: Cosmetic Dermatologist
• All internal & external PR activities.
• Maintaining co-ordination with relevant media partners for any promotional activities.
• Maintain all account for both the clinics
• Handling all social media updates
• Make & submit account report per month.
• Supervises scheduling and daily assignment of duties for nursing staff.
• Makes changes in staff as needed to accommodate patient volume.
• Prepares and maintains an on-call schedule for Celebrity Clients.
• Supervises the triaging of patients to both clinics.
• Supervises the work flow within the clinics including patient screening and assessment.

• Company Overview: Specializations like Marketing, Finance, Human Resources, International Business, Retail, Banking, and General Management
• End to end recruitments.
• Manpower planning
• Understanding the requirement and sourcing relevant profiles.
• Screening the sourced profiles telephonically or personally.
• Interview co-ordination, follow ups and joining formalities.
• Updating various MIS and Manpower reports.

• Company Overview: HR Consultancy
• Handling the International & Domestic BPO Sectors.
• Analyze and understand the requirement received from the External clients.
• Sourcing candidates by sending mails, using job portals, locations, Referencing, networking, etc.
• To keep a track on selected candidates joining date in the company.