Payal Chowhan
Sambalpur
Summary
Accomplished professional with expertise in patient handling and effective communication, enhancing service quality at VAIDYA VIKASH HOSPITAL. Streamlined operations and improved patient satisfaction through strategic coordination and complaint resolution. Proven ability to manage front desk operations and appointment scheduling, achieving a 20% increase in scheduling efficiency. Skilled in healthcare communication and team coordination.
Overview
13
13
years of professional experience
Work History
Sr Executive OPD Services
VAIDYA VIKASH HOSPITAL
Sambalpur
11.2023 - Current
- Managed daily OPD operations and ensured patient comfort
- Confirmed and managed patient appointments with doctors to maintain scheduling efficiency.
- Coordinated reception staff responsibilities, improving patient service quality.
- Coordinate the billing process for OPD patients & IPD Patients
- Coordinated staff training programs to improve team performance and efficiency.
- Facilitated interdepartmental communication, streamlining operations and workflows.
- Led customer service initiatives, enhancing overall service levels across organization.
- Provide detailed information about hospital services, consultant schedules, and visiting hours
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
Floor Manager
KRISHNA VIKASH HOSPITAL
08.2025 - 11.2025
- Ensured cleanliness, safety, and organization of hospital floor to foster a positive patient experience
- Resolved patient queries and complaints while providing emergency support to ensure patient satisfaction
- Acted as the primary liaison between patients and healthcare staff to enhance communication and address needs.
- Managed daily OPD operations and ensured patient comfort
- Ensured equipment and medical supplies were available on floors
Collection Executive (supervisor)
Aditya Enterprises (HDFC Bank Collection Project)
06.2024 - 08.2025
- Achieving monthly recovery targets and minimizing NPA cases through persuasive communication.
- Managed retail loan collections and followed up with customers on overdue payments to enhance recovery rates
- Handled customer interactions with politeness and professionalism while ensuring adherence to bank norms
- Coordinated with HDFC bank officials for timely report submissions and addressed escalation matters to ensure smooth operations
- Maintaining detailed logs of calls made, visits conducted, and payment status
Floor Manager
Vikash Hospital
Sambalpur
10.2022 - 11.2023
- Managed daily OPD & IPD operations and ensured patient comfort
- Coordinated with medical teams to streamline patient treatment workflow.
- Resolved patient complaints and facilitated effective communication with healthcare providers.
- Facilitated communication between patients and healthcare staff to address inquiries.
- Handled patient queries and provided timely emergency support.
- Ensured equipment and medical supplies were available on floors
- Maintained clean, safe, and organized hospital floor environment
- Resolved customer complaints or escalated them for further resolution.
Back Office Executive
Central Public Works Department
02.2020 - 09.2020
- Managed administrative tasks to support project planning and execution.
- Coordinated document processing and ensured compliance with departmental standards.
- Assisted senior officers with clerical and reporting tasks to support efficient operations
- Assisted in scheduling meetings and maintaining calendars for team members.
- Prepared internal documentation and maintained file systems to ensure organized access to information
Customer Accounts Manager
Central Honda
08.2019 - 02.2020
- Managed customer accounts to ensure satisfaction and retention.
- Resolved customer service complaints to enhance customer satisfaction and retention
- Coordinated service appointments and follow-ups for clients' vehicles.
- Assisted customers with vehicle selection and financing options.
- Maintained customer records, bookings, and visit schedules to ensure accurate service delivery
Administrative Executive
Aarogyam Multi-Care Hospital
Sambalpur
03.2019 - 08.2019
- Facilitated scheduling and internal communication for doctors to enhance operational workflow
- Coordinated patient registration, appointments, and admission formalities to streamline intake process
- Processed hospital bills, generated reports, and organized patient records to ensure accuracy and accessibility
Branch Operations Executive
WESCO – Western Electricity Supply Company
10.2013 - 12.2016
- Managed customer service desk, addressing 20+ daily walk-ins to resolve inquiries
- Handled new connection queries and resolved complaints and supply issues
- Collected payments, ensuring accurate record reconciliation
Education
MBA - Health Care Management
Sikkim Manipal University
07-2025
Bachelor of Arts (B.A.) - Statistic Hons
Gangadhar Meher College
Sambalpur01-2007
Higher Secondary - Arts
Gangadhar Meher Junior College
sambalpur01-2004
Matriculation - CBSE
Guru Nanak Public School
Sambalpur01-2002
Skills
- Patient handling
- Front desk operations
- Appointment scheduling
- Insurance Verification
- Hospital Resource Management
- MIS reporting
- Complaint resolution
- Patient Experience
- Healthcare communication
- Quality Assurance
- Team coordination
- Effective communication
- Communication skills
Accomplishments
- Successfully reduced patient waiting time by streamlining OPD appointments at Vikash Hospital.
- Trained and led a team of 10+ staff to improve service delivery scores in patient feedback.
- Maintained error-free billing and documentation across all assigned shifts.
- Handled emergency walk-ins with professional care and calmness.
Languages
- Hindi
- Gujarati
- Oriya
- English
Personal Information
- Date of Birth: 05/22/83
- Nationality: Indian
- Marital Status: Unmarried
Disclaimer
I hereby declare that the information mentioned above is true and correct to the best of my knowledge and belief.
Soft Skills Work Ethics
- Calm under pressure
- Patient and empathetic listener
- Self-motivated & Responsible
- Strong communication skills (Verbal & Written)
- Team spirit with leadership qualities
- Quick Learner with digital adaptability
Professional Technical Skills
- Diploma in Information Technology – NIIT
- MS Office – Word, Excel, PowerPoint
- Internet Browsing, Email, Online Patient Record Entry
- Ability to work on Hospital Management Software (HMS)
Timeline
Floor Manager
KRISHNA VIKASH HOSPITAL
08.2025 - 11.2025
Collection Executive (supervisor)
Aditya Enterprises (HDFC Bank Collection Project)
06.2024 - 08.2025
Sr Executive OPD Services
VAIDYA VIKASH HOSPITAL
11.2023 - Current
Floor Manager
Vikash Hospital
10.2022 - 11.2023
Back Office Executive
Central Public Works Department
02.2020 - 09.2020
Customer Accounts Manager
Central Honda
08.2019 - 02.2020
Administrative Executive
Aarogyam Multi-Care Hospital
03.2019 - 08.2019
Branch Operations Executive
WESCO – Western Electricity Supply Company
10.2013 - 12.2016
MBA - Health Care Management
Sikkim Manipal University
Bachelor of Arts (B.A.) - Statistic Hons
Gangadhar Meher College
Higher Secondary - Arts
Gangadhar Meher Junior College
Matriculation - CBSE
Guru Nanak Public School