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.
