Rajeev Sharma

Background

About Rajeev Sharma

As the OPD Manager at Yashoda Hospital Malakpet, I lead our front office operations with a focus on enhancing the patient experience and ensuring the efficiency of our services. My role is multi-faceted, encompassing customer management, performance monitoring, and process management- Customer Management- A core part of my responsibilities involves resolving day-to-day patient and visitor complaints, ensuring that each interaction contributes to a positive experience. By managing the dissemination and collection of customer experience questionnaires, I help maintain a patient-care centric approach, allowing us to continually improve based on direct feedback- Performance Monitoring- I develop and audit Turn Around Time (TAT) parameters for all patient interface activities. This involves taking comprehensive ownership of the patient journey, from registration and billing to consultation and diagnostics. By closely monitoring these processes, I ensure that we meet and exceed our efficiency targets- Operations/Process Management- Daily operations at the hospital require meticulous oversight to ensure smooth and efficient service delivery. I manage services such as Outpatient Department (OPD), admissions, Primary Health Care (PHC), and call center operations. My role also includes supporting the Front Office Head in recruitment and appraisals, ensuring that we attract and retain top talent. Additionally, I identify on-the-job training needs and conduct both functional and soft-skill training sessions, which are crucial for staff development and service excellence- Supervision and Inventory Management- Effective supervision of front office services is key to maintaining high standards of patient care. I manage staff and inventory to ensure that we operate at optimal levels, addressing any issues that arise promptly. Accurate patient invoicing, billing, and refunds are also under my purview, and I work diligently to resolve any billing-related issues from the patient care service perspective- Technical Proficiency- My in-depth orientation and operational knowledge