Yuvraj Singh
Building Scalable Patient Experience | Team Lead – Healthcare Operations | Pristyn Care
- Role
- Team Lead at Pristyn Care
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Yuvraj Singh
Healthcare Operations and Patient Experience professional with 4+ years at Pristyn Care, currently working as a Team Lead. I lead end-to-end operations and CX initiatives, including escalation governance, complaint management, IPD & OPD NPS improvement, service recovery, CRM process optimization and Social media escalations. I have owned and delivered multiple high-impact projects such as SOP creation for escalation teams, restructuring complaint workflows, hospital NPS audits, care coordinator operations, and system-level CRM enhancements, ensuring accuracy, accountability, and faster resolution.I work closely with cross-functional teams and hospital partners, driving weekly and monthly performance reviews and continuous improvement. Alongside this, I am a Founder of Yuvraj constructions and company and an MBA (NMIMS) candidate, bringing strong ownership, leadership, and business acumen.Core focus: Healthcare Operations | Patient Experience | Team Leadership
Experience
Team Lead
Apr 2025 — Present · Gurugram, IN
Leading end-to-end patient experience and operations programs across escalation, complaints, NPS, and CRM-Designed and implemented Escalation SOPs, strengthening governance and inter-team coordination-Built and rolled out a Service Recovery model to identify detractors and convert them into promoters-Driving IPD & OPD NPS improvement through city-wise weekly reviews and corrective action plans-Leading hospital NPS initiatives, including staff training and on-site audit visits-Spearheaded CRM process enhancements (DND marking, mandatory patient identifiers, intelligent complaint filtering, enhanced search)-Restructured the complaint management framework, improving accuracy, visibility, and resolution quality-Conducting monthly performance reviews and CX engagement initiatives to strengthen team ownership and morale
Education
Invertis University
Diploma in civil engineering, Civil Engineering
SVKM's Narsee Monjee Institute of Management Studies (NMIMS)
Master of Business Administration
Bishop conrad senior sec school
Middle School Diploma
Invertis University
btech in civil engineering , Civil Engineering
2020 — 2023
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