ATHIRA P

• Oversaw daily operations, ensuring compliance with healthcare regulations and standards.
• Implemented process improvements that enhanced patient care delivery and operational efficiency.
• Developed training programs for staff, fostering skill development and professional growth.
• Coordinated cross-departmental initiatives to streamline workflows and improve patient outcomes.
• Overall management and supervision of the Insurance Department.

Coordination with insurance companies and Third-Party Administrators (TPAs) for cashless approvals, claim processing, and settlements.

• Monitoring the timely submission of insurance claims, follow-up on outstanding claims, and reimbursement status.

• Management of insurance package tariffs, service agreements (MOUs), and billing updates.

• Ensuring timely claim submission and implementing measures to minimize insurance claim aging.

Monitoring departmental Key Performance Indicators (KPIs), revenue leakage, claim rejection trends, and implementing corrective actions.

• Preparing and submitting service, package, and consultation tariff details to the Head Office .

• Reviewing, revising, and updating tariffs with the help of Head Office

• Reviewing and approving eligible patient discounts in accordance with hospital policies, while monitoring discount utilization.

• Preparing and submitting daily patient discount reports to the management team.

• Conducting monthly review meetings with the Head Office to discuss billing performance, operational issues, and improvement initiatives.

• Handling billing escalations and resolving patient, insurance, and TPA-related issues.

• Audited recorded calls and chat transcripts to assess advisor performance against a quality scorecard.
• Ensured accuracy of insurance product information shared with customers to prevent misleading details.
• Conducted feedback sessions with advisors to identify strengths and areas for improvement.
• Reported recurring customer issues and common advisor errors to training and operations leads.
• Monitored interactions for compliance with IRDAI guidelines and internal 'no spam' policies.
• Proposed adaptations to the quality scorecard to align with evolving customer expectations and business objectives.
• Assigned chats and calls to associates as part of daily operations using chat automation.
• Participated in level 2 interviews as part of the associate selection team.

• Managed departmental operations, including goal-setting, strategic planning, and budget oversight.
• Reported directly to CEO and CFO on departmental activities and performance metrics.
• Established new corporate partnerships and managed ongoing relationships.
• Assisted senior management in executing daily operations to achieve key objectives.
• Drove revenue growth aligned with annual budget while controlling costs for improved profitability.
• Analyzed daily, weekly, and monthly MIS reports to enhance departmental performance.
• Evaluated team performance to identify improvement opportunities and implement solutions.
• Cultivated strong relationships with insurance stakeholders to generate additional business.
• Revenue Cycle Management (RCM), Insurance Claim Processing, AR Follow-up, Denial Analysis, and Payer-Provider Relations management.
• Achieved a 200% surge in insurance revenue within 3 months, scaling monthly revenue from 3 Cr to 6 Cr through the implementation of agile sales strategies and insightful market analysis.
• Led and mentored a 15+ member high-performance group, sustaining positive energy and a culture of accountability to meet aggressive growth targets.
• Delivered practical and scalable solutions to complex operational bottlenecks, directly contributing to the organization’s market-leading competitive advantage.
• Resolved critical issues across interfunctional departments, to streamline the insurance service delivery pipeline.
• Demonstrated a mindful and curious approach to identifying gaps in crossdepartmental workflows, resulting in enhanced synergy and faster client onboarding.
• Collaborated side-by-side with senior stakeholders to provide practical solutions for inter-departmental conflicts, ensuring all project milestones met strict legal and commercial requirements.

• Provide executive level administrative support to the Senior Manger Marketing, Two Assistant Managers and their 13 member team
• Produced detailed monthly and yearly financial reports for senior management.
• Consolidate and analyze the referral data and insurance data
• Calendar Management for Sr Managers and the Assistant Managers
• International & Domestic Travel Arrangements and Hotel Bookings
• Organizing detail of special events, travel arrangements, corporate agendas and itineraries
• Getting competitive quotes from the vendors & raising the Purchase requests
• Branding and marketing coordination
• Data mining and analysis for strategic decision making
• Department wise data analysis for effective deployment of marketing funds
• Enabling decision making by effective 3 tier data analysis
• Complete MIS management of Referral numbers /camps both internal and external and Data analysis for comparative and trend study.
• Managed escalated client enquiries with exceptional professionalism and enthusiasm to maintain trust and reliability.
• Prepared reports and presentations detailing business development activities and outlining new initiatives.

• Coordination of people management activities
• Co-ordinate with employees among various departments for smooth functioning of activities
• Escalating the customer service interactions to right level for timely solution of the queries and complaints with minimum TAT
• Interact with patients and guests, maintain relations and ensure patient satisfaction
• Ensuring delivery of prompt services to the customers.
• Maintained excellent customer relationships by efficiently solving queries, complaints and issues.