Manipal Hospitals : Contributions

Increased hospital revenue by ₹4.03 Cr (Apr–Dec '24) through standardizing biomedical coding and implementing tariff corrections via telescopic pricing.

Enhanced patient experience and service excellence, raising NPS from 73 to 78 by fostering cross-functional collaboration and effective grievance management, proactively addressing service recovery and ensuring prompt feedback resolution, resulting in higher patient satisfaction.

Budgeted and prepared the Annual Operating Plan (AOP) for the Patient Experience Management department while providing key insights and actively participating in overall hospital budgeting and AOP discussions to drive strategic decision-making.

Improved operational efficiency and patient flow, reducing discharge TAT from 300+ minutes to under 250 minutes and optimizing health check TAT from 7+ hours to under 6 hours, enhancing the health check experience (NPS increase from 55 to 80+).

Drove patient acquisition, boosting footfall and conversion rates from 10% to 27% through targeted neighborhood marketing and outreach campaigns.

Implemented Treatwell-CRM, optimizing real-time ticket tracking and enhancing coordination between patient services, which led to quicker response times, better resource allocation, and improved overall patient service delivery.

Led hospital-wide rebranding and signage overhaul, significantly improving brand visibility and patient navigation, making it easier for patients to locate departments.

Developed new revenue-generating services, including newborn and maternity photography, as well as gifting solutions, creating additional streams of revenue.

Redesigned patient education materials (brochures, pamphlets, digital content), ensuring clarity, compliance, and greater engagement, fostering better patient-provider communication.

Reduced insurance claim rejections, improving approval rates by streamlining documentation processes across billing, insurance, and medical teams, resulting in faster claim processing.