Preeti Jha
Executive
Gurgaon,HR
Summary
Healthcare operations professional with extensive experience at Medanta—The Medicity Hospital. Expertise in claims processing and customer service, with a strong focus on team leadership and conflict resolution. Achievements include significant improvements in patient satisfaction and operational efficiency through process enhancements and mentorship of junior staff. Energetic Associate offers customer service and resolution expertise paired with outstanding time management and multitasking skills. Diligent team member with 6 years of experience helping customers with returns and refunds and resolving common complaints. Enthusiastic and friendly team player dedicated to maintaining a positive attitude focused on customer satisfaction.
Overview
11
11
years of professional experience
Work History
Associate
Guardian India Operations Pvt. Ltd.
Gurgaon
09.2021 - Current
- Accurately processed diverse customer service requests, including enrollment, termination, dependent changes, COBRA administration, and claims processing, ensuring compliance with timelines and quality standards.
- Maintained high data integrity by ensuring the accuracy and completeness of member information across multiple platforms and systems.
- Consistently achieved, and often exceeded, productivity and quality benchmarks through focused attention to detail and streamlined workflow execution.
- Successfully completed the GVU training course and actively engaged in continuous learning and development initiatives to stay updated with industry practices.
- Demonstrated strong operational flexibility by managing tasks across various platforms and queues, including Siebel, New Enrollment (NE), EDI (Electronic Data Interchange), EOI (Evidence of Insurability), CRU, and Claims systems.
- Acted as a mentor and support resource for junior team members, assisting with task allocation, knowledge sharing, and backlog resolution to enhance overall team efficiency and performance.
Executive
Medanta – The Medicity Hospital
Gurgaon
03.2014 - 01.2020
- Conducted daily team briefings to communicate operational updates and changes in facility protocols.
- Collaborated closely with department heads, providers, supervisors, and the referral department to ensure streamlined coordination and service delivery.
- Managed doctor-patient appointment scheduling, including handling reschedules, cancellations, and special requests.
- Addressed and resolved patient inquiries, maintained accurate service pricing information, and ensured patient satisfaction.
- Acted as a liaison between administrative and clinical departments to maintain smooth day-to-day hospital operations.
- Ensured patient safety and confidentiality, strictly adhering to hospital and healthcare compliance standards.
- Monitored and analyzed patient feedback forms to identify areas for service improvement and enhance the overall customer experience.
- Handled both inbound and outbound calls professionally, with knowledge of emergency protocols and hospital emergency codes.
- Reviewed daily and weekly MIS reports and implemented corrective measures based on operational insights.
- Coordinated with the corporate marketing team to drive clinic visibility and promotional campaigns.
- Oversaw general administration and operations management, including facility maintenance and support services.
- Managed daily hospital operations and executed management directives efficiently.
- Scheduled corporate patient appointments via email, ensuring timely communication and follow-up.
- Resolved patient complaints related to hospital facilities and ensured prompt corrective action.
- Supervised multiple departments, including Telemedicine, Medical Reports, Cross Referrals, Internal Departments, and Outbound Services.
- Provided training and onboarding support to new employees, ensuring process compliance and readiness.
- Conducted weekly, monthly, and annual team performance reviews, offering constructive feedback and support for growth.
- Worked in close coordination with the floor supervisor to address and resolve facility-related concerns.
Education
MBA - Human Resources
Sikkim Manipal University
Bachelor of Commerce (B.Com) -
Delhi University
Diploma in Computer Application -
AICT
Skills
- Healthcare operations management
- Team leadership and training
- Data analysis and reporting
- Appointment scheduling and coordination
- Conflict resolution and patient services
- Resource allocation and planning
- Customer service operations
- Claims processing and enrollment
- COBRA administration
- Data validation and accuracy
- CRM systems expertise
- Workflow and queue management
- Team collaboration and mentoring
- Process improvement strategies
- Effective communication skills
- Adaptability
Personal Information
- Date of Birth: 05/05/92
- Gender: Female
- Nationality: Indian
- Marital Status: Married
Languages
- Hindi
- English
Hobbies and Interests
- Listening to music
- Dancing
Attributes
- Strong communication and interpersonal skills
- Soft-spoken, well-mannered, and a self-starter with a proactive attitude
- Willing to face new challenges and believe in the dignity of smart work
Timeline
Associate
Guardian India Operations Pvt. Ltd.
09.2021 - Current
Executive
Medanta – The Medicity Hospital
03.2014 - 01.2020
MBA - Human Resources
Sikkim Manipal University
Bachelor of Commerce (B.Com) -
Delhi University
Diploma in Computer Application -
AICT
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