Customer Care Manager

Balkrishna Sharma

E-mail:*******************@*****.*** Mob:+91-982******* lDoB: October 01,1985

UMASHANKAR SHARMA PLOT NO-10, RAJENDRA VIHAR-I, Brijcolony 4C-SCHEME, JAIPUR

Career Objective

To seek a challenging and responsibility driven career opportunity and contribute my educational learning towards the growth

& process enhancement of the organization.

Career Synopsis

•Confident and focused professional with 3 years of experience in Managing Cardiac Patients in Healthcare Industry.

•Learnt the skill of Patient Care,Maintaining Hygienic Condition in Hospital and Counseling Patients and Relatives.

•A young focused and flexible person.

Professional Learning

Hospital Based Management

Overview of Hospitals

Healthcare Delivery

Roles Of a Hospital Administrator

Quality Assurance Services

Health and Safety Management

Third Party Administrator

Medical Ethics

Hospital Management

Marketing Management

Human Resource Management

Material Management

Patient Care services

Administrative Support Services

Patient Liaisons

Patient Transit Management

Work/Internship Experience

Organization Name

Dr. B. Lal Clinical Laboratory Pvt. Ltd., Jaipur

Designation(Dept.)

ASST. Manager – Operations (Central Admin. Team)

Duration

Feb 2018 to till Date

Key Responsibility Areas

Customer Care Management- Home collection/ Branch Visit/Call Centre

Home Collection Process-incremental home collection through Mobile App at centralized Level on monthly Basis

Promotions of Packages,Panel and Membership card

Evaluate Performances of branches

Basic Operation of Branches-to achieve operation target

MIS Data Management- Test Requistation slip, Feed back of customers,NC’s, Packages, Sunday Camp, discount, Negative feedback report should published every month.

Organization Name

Dr. B. Lal Clinical Laboratory Pvt. Ltd., Jaipur

Designation(Dept.)

Branch Manager

Duration

From: 16th December, 2015 to Jan 2018.

Key Responsibility Areas

Prepare headcount plan as per the requirement of the center,

Maintain co-ordination for all the activities within the center,

Planning of Business development strategies and their timely implementation co-ordination with Marketing department as to carry out Camps and other activities effectively.

Send daily report to the reporting authority.

To educate patients about their test results and reports and further counsel them regarding life style related disorders, thus also encouraging them to go for regular health check-ups.

To keep liaisoning with all visiting consultants.

Capable of doing reverse analysis to correct or prevent system failure.

Maintain decorum and co-ordination between all departments at the center to ensure maximum patient satisfaction.

To manage and monitor all activities of Front Office which includes registration of patients, delivering on-time report, Customer Care Services, handling patient complaints, attend affiliated intuition’s corporate clients.

To take care of activities of House- Keeping at Front Office.

To take full care of the resources of the lab with their judicious utilization.

Proper collection of samples as per the proposed (NABL) guidelines.

To ensure a Human touch with patients who need extra attention/care.

Hospital Name

Dr. Batra’s Positive Healthcare Ltd. Jaipur

Designation(Dept.)

Patient Care Manager

Duration

From: 16thApril, 2015 to 30th November, 2015

Key Responsibility Areas

•Responsible for Patient Management at the centre

•Intermediate between the Patients and Doctors.

•Handling the Front Desk.

•Interaction with People, reference collection from existing patients.

•Handling other clinic responsibilities.

•Records &Reports

Hospital Name

Maa Gayatri Hospital, Udaipur

Designation(Dept)

Management Trainee

Duration

From:13thNov.2013

Key Responsibility Areas

•Work with other managers to plan and direct the work of the organization

•Plan, coordinate and carry out patient care operation

•Identify the service needs of different types of patients

•Address patient requests and needs in a professional manner.

•Respond to patient concerns timely and ensure patient Satisfaction.

•Develop patient care plan based on physician’s assessment information.

Hospital Name

Fortis Escorts Hospital, Jaipur

Designation(Dept)

Cardiac Staff

Duration

From:April2012

To:March2013

Key Responsibility Areas

Patient care:

•To monitor patient’s health & alter treatments as and when required.

•Make suitable arrangements for the distribution of work in the treatment of emergency cases, which come outside the normal OPD hours.

•Screen cases needing specialized medical attention & refer them to refer an institution.

Health Education:

•Organize & participate in the ‘Health Camp’s at hospital once in six months.

•Try to minimize the ‘Nosocomial Infection Rate.’

•Take care of personal hygiene like patients wash their hands, visitors don’t walk-in with dirty hands or shoes.

Patient Counseling:

•Document case studies to enhance self & others.

•Interact directly with patients concerning the quality of care received or address patient’s

Concerns about treatment.

Hospital Name

Apollo Hospitals International Limited, Ahmadabad

Designation(Dept)

Staff Nurse

Duration

From: March 2010

To: September 2011

Key Responsibility Areas

Patient care:

•To monitor patient’s health & alter treatments as and when required.

•Make suitable arrangements for the distribution of work in the treatment of emergency cases,which come outside the normal OPD hours.

•Screen cases needing specialized medical attention & refer them to refer an institution.

Health Education:

•Organize & participate in the ‘Health Camps’ at hospital once in six months.

•Try to minimize the ‘Nosocomial Infection Rate.’

•Take care of personal hygiene like patients wash their hands, visitors don’t walk-in with dirty hands or shoes.

Patient Counseling:

•Document case studies to enhance self & others.

•Interact directly with patients concerning the quality of care received or address patient’s

Concerns about treatment.

Hospital Name

Geetanjali Medical College and Hospital, Udaipur

Designation(Dept)

Staff Nurse in MICU

Duration

From:August2009

To:February2010

Key Responsibility Areas

Patient Care:

•To monitor patients health &alter treatments as and when required.

•Make suitable arrangements for the distribution of work in the treatment of emergency cases, which come outside the normal OPD hours.

•Screen cases needing specialized medical attention &refer them to refer an institution.

Health Education:

•Organize & participate in the ‘Health Camps’ at hospital once in six months.

•Try to minimize the ‘Nosocomial Infection Rate.’

•Take care of personal hygiene like patients wash their hands, visitors don’t walk-in with dirty hands or shoes.

Patient Counseling:

•Document case studies to enhance self & others.

•Interact directly with patients concerning the quality of care received or address patient’s

Concerns about treatment.

Professional Certifications /Training

Professional Certifications:

•Certified in LEAD (Leadership Education &Abilities Development)

•Certified in Six Sigma

Training:

•One Year Diploma Critical Care Nursing from Lilavati Hospital & Research Centre, Mumbai, (Maharashtra)

•Certificate for attending NABH training programme at Apollo Hospital International Limited, Ahmadabad, (Gujarat)

Workshop/ Industry Exposure

Workshops:

•‘Supply Chain Management ’by Mr.Gaurav Khurana,Regional Head–Operations Fortis Hospital,Gurgaon

•‘Body Language & Personality Development’ by Lt. Rita Gangwani

•‘Corporate Expectations’ by Ms. Swati Sinha, Manager HR-Cheil India Pvt .Ltd.

•‘Human Resource Management’,byMr.Mehernosh,VicePresident-TalentDevelopment,MaxHospital

•2days work shop on‘Hospital Planning and Design’ by Dr.K.B.Sood,MD-NOUS Consultancy Pvt. Ltd., NewDelhi

•‘Growing share of Indian Healthcare Industry in Global Market’ by ‘Mr.Sachin Choudhary’, C.E.O.Medical Second

Opinion

•‘Human Resource and Training’ by Pushpam Kashyap Head-Human Resource Rockland Hospital

•‘Stress Management’ by Ms. Ekta Choudhary, Femina Miss India,2009

•Attended ‘FICCI Heal 2013’ on‘Sustainable Quality Health care’,New Delhi

•Attended work shop on ‘Better Diabetic Care’at LILAVATI HOSPITAL,MUMBAI

•Attended work shop on‘ Ventilator & CPCR’ at TATA MEMORIAL HOSPITAL, MUMBAI

Industry Exposure:

•Orientation to ‘ MAX Super speciality Hospital, Saket’ to have an overview of the Functions in a Hospital.

•Visited ‘Sarvodaya Multispecialty Hospital,Faridabad’ to understand the different areas in a Hospital.

•Visited ‘Rockland Hospital, Manesar’ to understand the working of I.C.U.,O.P.D.& Radiology Departments and to

Get over view of the new equipments used in the Healthcare Industry.

•Visited ‘J.S.Hospital,Noida’ to understand the functioning of clinical and non-clinical services & the interdependence.

Education

2013 to 2014

MBA in Healthcare Administration.

Indian Institute of Learning and Advanced Development(INLEAD),Gurgaon

2004 to 2007

General Nursing & Midwifery

Indira Education Institute of Nursing, Udaipur

Academic Project/Dissertation

Presentationon ‘Revised National Tuberculosis Control Programme’

Presentation on International Patient Safety Goal Presented a group action Appraisal.

Presentation onTotal Quality management(Flow–Chart).

Personal Strength

•Proactive

•Focused

•Solution Driver

•Adaptability

•Result Oriented

•Task Oriented

Personal Information

Marital Status

:

Married

Nationality

:

Indian

Language Proficiency

:

Hindi & English

Computer Skills

:

MSOffice

Personal Interests/Hobbies

:

Reading, Listening Music, Travelling & Playing Games

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