Nisha Rani
Team Leader-International Operation At Fortis Hospital Vasant Kunj
New Delhi
Summary
With over 12 years of experience as a healthcare professional, cultivated a dynamic background at Fortis Hospital Vasant Kunj. Expertise lies in providing exceptional care to international patients and effectively managing operations. Throughout career, maintained a proven track record in conflict resolution and building strong relationships, resulting in increased patient satisfaction and improved processes for diverse clientele. Dedication to delivering exceptional care is matched by ability to streamline operations, ensuring a seamless experience for all.
Overview
17
17
years of professional experience
2020
2020
years of post-secondary education
Work History
Team Leader-International Operation
Fortis Hospital Vasant Kunj
12.2022 - Current
- Develop and implement strategies to attract and retain international patients
- Serve as a primary point of contact for international patients, addressing their inquiries and concerns
- Coordinate all aspects of international patient care, including scheduling appointments, coordinating medical treatment plans, and arranging travel logistics
- Collaborate with healthcare providers, administrative staff, and external partners to ensure seamless patient experience
- Responsible for maintaining Master sheet, FRRO C Form, Query Tracker and VIL Tracker
- Handling all international insurance patients including all operational part and responsible for timely collection of payment from them
- To be an interface between the patients, doctors, partners and internal support teams to ensure that the patient receive the best service experience
SENIOR PATIENT CARE EXECUTIVE (BED MANAGEMENT, TPA & ADMISSION)
Max Super Speciality Hospital
05.2017 - 11.2022
- Working as Bed Manager in front office
- Responsible for bed allotment for planned, un-planned and triage admissions
- Co-ordination with all Departments (Internally / Externally)
- Addresses and resolves daily issues arising from increased census and decreased bed availability
- Promotes patient, family and physician satisfaction regarding bed assignments
- Intervenes in conflicts as needed
- Liaises with Nursing/floor mentors and Providers to facilitate patient discharges, inter-facility and intra-hospital transfer processes
- Answer and resolve all the dispute/query raised by the patient on phone & at the billing counter Coordinating with both domestic & international TPAs
- Extensive knowledge about cashless & credit processing
- Keep track of quality control check on Patient satisfaction
- Collects and verifies TPA card, Photo ID card or insurance policy at the admission desk while the patient starts receiving necessary medical treatment
- Actively responds to any query/additional information asked by the concerned TPA regarding the treatment of the patient
- Follows up with the concerned TPA for the authorization letter and duly informs the patient/ family members
- Coordinating with patients till they walk out
- Provide patients with information regarding advised investigations and procedures
- Effectively utilize all communication systems
PATIENT CARE EXECUTIVE CUM DEPUTY QUALITY MANAGER
Lifeline Laboratory
02.2011 - 09.2016
- Assist the Quality Manager in all NABL activities of the company
- Overall supervision of billing department
- To make patients registration and Cash Collection independently
- To make bills of all Patients (Self pay and other companies like Jet Airways, Hudco, etc.)
- To keep track of pending payments of patients and recovery of dues on daily basis
- Answer and resolve all the dispute/query raised by the patient on phone & at the billing counter
CUSTOMER CARE EXECUTIVE
Infocom Network Ltd
02.2008 - 12.2009
- Prepares daily reports on the daily activities of Customer Care team
- Serves as a basic point of contact for customers with complaints, queries, request, feedbacks etc
- Ensures that all the request, queries and complaint of customer are responded in a timely and professional manner
- Responsible for proper scrutiny and recording of the complaints received from customers
Education
M.B.A - Master of Business Administration in Hospital Administration
ICFAI UNIVERSITY
B.Com (P) - undefined
DELHI UNIVERSITY
12th - undefined
C.B.S.E BOARD
10th - undefined
C.B.S.E BOARD
Skills
Effective Interpersonal Skills
Self-starter
Relationship Building Proficiency
Prioritized Task Scheduling
Positive Attitude
Hospitality Management Experience
International Health System Expertise
Effective Problem Resolution
Proficient Conflict Resolution
Personal Information
- Husband's Name: Mr. Sunil Kumar
- Date of Birth: 11/02/86
- Nationality: Indian
- Marital Status: Married
Timeline
Team Leader-International Operation
Fortis Hospital Vasant Kunj
12.2022 - Current
SENIOR PATIENT CARE EXECUTIVE (BED MANAGEMENT, TPA & ADMISSION)
Max Super Speciality Hospital
05.2017 - 11.2022
PATIENT CARE EXECUTIVE CUM DEPUTY QUALITY MANAGER
Lifeline Laboratory
02.2011 - 09.2016
CUSTOMER CARE EXECUTIVE
Infocom Network Ltd
02.2008 - 12.2009
B.Com (P) - undefined
DELHI UNIVERSITY
12th - undefined
C.B.S.E BOARD
10th - undefined
C.B.S.E BOARD
M.B.A - Master of Business Administration in Hospital Administration
ICFAI UNIVERSITY