Gurpreet Kaur

Dedicated and result-oriented Healthcare Operations & Billing Professional with 9 years of progressive experience in Billing Operations, Service Excellence, Client Relationship Management, and Process Improvement within leading JCI & NABH-accredited hospitals. Proven expertise in designing and implementing patient-centric service excellence strategies that elevate overall patient experience, streamline workflows, and strengthen hospital reputation. Adept at driving operational efficiency, ensuring accurate billing, handling TPA & insurance coordination, and embedding service quality standards into daily operations.

Recognized for exceptional communication skills, meticulous attention to detail, proactive problem-solving, and a strong commitment to quality, compliance, and patient satisfaction.

Operations & Billing Manager - Supreme Hospitals

(2025-03)

• Handling complete OPD & IPD billing operations from admission to discharge.
• TPA & PSU liaisoning, MOU renewals and extensions.
• Maintaining audit trails and billing records for NABH audits.
• Tracking TAT for billing and discharge processes to improve patient satisfaction.
• Training staff on billing, admission, discharge, and insurance SOPs.
• Ensuring clear communication on estimates, inclusions, exclusions & refunds.
• Supporting patient grievance redressal with quality and medical teams.
• Conducting on-the-job training to ensure adherence to SOPs and operational excellence.

Guest Relations Coordinator – Service Excellence Team - Indraprastha Apollo Hospital

(2019-11 - 2025-02)

• Led strategic initiatives impacting patient experience & hospital efficiency.
• Created and tracked department KPIs & dashboards, redeployed manpower, and drove process re-engineering.
• Handled JCI, NABH, digital standardization, and internal audits for patient experience.
• Generated monthly complaint analysis reports and monitored customer feedback.
• Resolved escalations and coordinated between patients and staff for quick closures.
• Played a key role in digital transformation projects, including launching Microsoft Dynamics-based feedback system and Power BI dashboards.
• Managed Google rating improvements, reward & recognition programs, and platinum area patient experience enhancements.

Sr. Executive – TPA & Corporate Billing - Metro Heart Institute with Multispecialty

(2016-10 - 2019-01)

• Managed complete OPD/IPD billing activities.
• Acted as intermediary between insurance providers and patients.
• Ensured smooth cashless claim processing, policy compliance & timely settlements.
• Coordinated with physicians and insurers to resolve queries and accelerate approvals.
• Maintained efficient TAT for claim processing and exceptional patient experience.

Summer Internship - Escorts Agro Machinery

(2016 - 2016)

• Assisted in administrative and operational activities.

B. Com (Hons.) - Commerce - University of Delhi (2016)

Diploma - Office Management - YWCA of Delhi

12th - K.L. Mehta Dayanand Public Sr. Sec. School

10th - K.L. Mehta Dayanand Public Sr. Sec. School