Prerna Bajpai

Healthcare technology and implementation professional with 9+ years of healthcare experience, including hands-on implementation of configurable healthcare software across 100+ clinics, multiple module go-lives, system configuration, UAT/QA, clinical workflow support, user training and post-go-live optimisation.

Business

Analyst experience at Instant Systems included implementation and rollout of Patient Relationship Management / EMR software for Clove Dental, client demonstrations, EMR issue analysis and direct feedback to Product Development.

Earlier

Deloitte experience included Epic Ambulatory training and examination and exposure to the US healthcare ecosystem. Combines healthcare operations depth with technology implementation experience and strong stakeholder management.

Deputy Operations Manager at ShardaCare Healthcity (2024-03 – Present)

• Established and led the Operations Department for a new 600-bedded corporate hospital, driving manpower planning, OPD setup and resource utilisation.
• Managed 100+ employees and drove operational standards, process improvements, patient conversion and cross-functional coordination.
• Led MIS reporting across OPD, Diagnostics, IP Conversion and EMR Compliance, using operational data to identify gaps and improvement opportunities.
• Served as SPOC for consultants and managed stakeholder engagement, resolving operational issues and maintaining service continuity.
• Developed and implemented policies and process improvements to enhance efficiency, compliance and patient experience.
• Directed training and performance development while coordinating multiple operational workstreams.

Assistant Operations Manager at Manipal Hospital, Dwarka (2023-08 – 2024-03)

• Led a 200+ employee team within Patient Experience Management, overseeing daily operations and service delivery.
• Developed and enforced policies and procedures, monitored operational standards and drove service enhancement plans.
• Used patient and operational feedback to identify improvement areas, track action plans and strengthen patient experience.
• Led staff training, mentoring and continuing education to improve performance and consistency.

Assistant Manager (Growth & Development) at Sitaram Bhartia Institute of Science & Research (2021-07 – 2023-08)

• Managed counselling, patient scheduling, authorisations and pre-registration workflows to support efficient service delivery.
• Coordinated with IPD and OPD teams to optimise the patient lifecycle and improve care coordination.
• Addressed patient service concerns and worked with internal stakeholders to resolve workflow and service issues.
• Analysed operational data and provided improvement recommendations to support outreach and service development.

Business Analyst at Instant Systems Inc. (2019-04 – 2021-07)

• Participated in the implementation and rollout of a Patient Relationship Management / EMR platform across 100+ Clove Dental clinics, supporting multiple implementation cycles and distributed clinical users.
• Supported system configuration aligned with clinic workflows, user requirements and operational processes.
• Worked across multiple module go-lives, including newly developed modules and revamped versions of existing functionality.
• Supported the implementation lifecycle across configuration, rollout, UAT, QA, user training, go-live and post-go-live support.
• Played a key role in implementation of a patient screening and treatment-planning module developed during the COVID-19 period, supporting changing clinical and operational requirements and associated system workflows.
• Performed UAT and QA for new and enhanced software features, validating expected behaviour and providing structured feedback to the Product Development team.
• Analysed issues reported by users on the EMR system, investigated workflow/system problems and communicated findings to the Vice President of Product Development and relevant stakeholders for resolution.
• Delivered product and process training to doctors and staff, creating ready reckoners, training videos and other materials to support adoption.
• Conducted client/user demonstrations and supported change-management activities through data collection, analysis and user engagement.
• Provided post-go-live support, helping users troubleshoot workflow and system issues and identifying opportunities for optimisation.
• Contributed to dashboard development and process-optimisation initiatives based on implementation experience and user feedback.

Team Leader, Patient Experience at Fortis Escorts Heart Institute (2018-05 – 2019-03)

• Led patient feedback collection and query resolution, coordinating with internal departments to close requests and complaints.
• Analysed monthly patient feedback and NPS trends to identify operational improvement opportunities and collaborated with senior management on actions.
• Proactively coordinated resolution of emerging operational issues and maintained the feedback loop through closure.

Junior Executive, Patient Welfare at Jaypee Healthcare Ltd. (2016-09 – 2018-04)

• Led patient feedback and query-resolution initiatives and developed patient handbooks and educational materials.
• Supported patient safety and access-to-care counselling and implementation of quality protocols related to ISO, NABH and JCI.
• Participated in internal and external audits and reviewed departmental procedures for regulatory compliance and continuous improvement.

Business Technology Analyst at Deloitte Consulting India (2016-02 – 2016-08)

• Worked in a healthcare technology consulting environment with exposure to enterprise healthcare systems and the US healthcare ecosystem.
• Received training on Epic Ambulatory and developed familiarity with ambulatory EHR workflows and functionality.
• Completed the Epic Ambulatory examination; formal certification was not completed following departure from Deloitte.
• Developed knowledge of US healthcare concepts including Medicare, Medicaid and HIPAA through professional training and healthcare technology work.

PGDHHM in Hospital Management – IIHMR, New Delhi (2014 – 2016)

B.Sc. (Hons.) in Home Science, Food & Nutrition – Lady Irwin College, New Delhi (2011 – 2014)