Jatin Thakur

Assistant Manager @Fortis Escorts Okhla

Delhi, IN

Lead end-to-end OPD operations, managing patient flows from registration to consultation and interdepartmental service delivery (IPD, Radiology, Pathology, Preventive Health Check).Achieved a 15–18% increase in OPD-to-service conversions through process automation, counseling training, and performance monitoring.Supervise and train a team of 20+ front office and call center staff, maintaining 90% call response rate.Implemented structured SOPs and quality checklists across OPD, reducing patient waiting time by 25% and improving service turnaround.Monitor and enhance patient satisfaction through NPS tracking, complaint redressal, and daily service feedback loops.Collaborate with clinical, billing, diagnostics, and IT teams to ensure seamless departmental coordination and real-time escalations.Designed a weekly performance dashboard to track KPIs across conversion funnels, patient footfalls, and frontline efficiency.Act as a key liaison during internal audits, patient safety drills, and operational reviews, ensuring 100% compliance on process metrics.