Sonia Sultana
Vice President - Empanelment and Strategy
Summary
Seeking for senior level assignments in Operations & Strategy Management Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
20
20
years of professional experience
Work History
Vice President
MIOT INTERNATIONAL HOSPITALS
09.2020 - Current
- Lead organization wide efforts to enhance performance, identify new strategies and ensure overall fundraising success
- Contributing to engage appropriate partners across the organization, keeping leadership apprised of potential issues, concerns, and opportunities.
- Standardize repeatable and predictable processes to improve quality and scalability.
- set comprehensive goals for performance and growth.
- Lead all aspects of daily operations of the company.
- Mentor,grow and lead a dedicated,motivated and inclusive organization.
- Establish policies that promote companies culture and vision.
- Foster a customer centric culture that prizes innovation and user centric and value creation.
- Standardizing processes based on market benchmarks & best practices to drive better efficiencies in partner with IT head.
- Setting up teams and frameworks from scratch for new solutions aligned with evolving needs.
- Identify new market opportunities across the globe to accelerate the mothership business.
- Present operational strategy and recommendations to the Managing director and chairman based on the market research.
-
General Manager
MIOT INTERNATIONAL HOSPITALS
- Overseeing daily Insurance - business operations
- Developing and implementing growth strategies
- Improving revenue flow of Insurance by adhering to TAT
- Evaluating performance and productivity
- Analysing accounting and financial data receivables/Collections
- Researching and identifying growth opportunities
- Generating reports and giving presentations
- Ensure effective Implementation of policies and processes as laid down by the organization
- To ensure 100% compliance with statutory, statistical and annual reports
- Knowledge sharing with inter-departments
- Reports to the Medical Director and supervises administration in the day to day activities
- Liaises with departments for smooth running of the facility
- Monitor the training and development of team, and administering disciplinary actions as needed
- Create and implements a best practice program, maintaining a consistent level of quality of care offered to patients
- Implement and improve the operational systems, processes and policies to facilitate the most effective and efficient delivery organisation, specifically, support better management reporting, information flow and management, business process and organisational planning
- Gather, analyse and use information to make service changes to enhance performance, including monitor hospital activity and reporting trends
- MOU Renewals, TPA/Insurance coordination's for better customer satisfaction.
Assistant Manager/MANAGER
Vidal Health TPA Pvt Ltd. (Formerly known as TTK Health care Pvt Ltd)
12.2013 - 03.2019
- Leading a team of 16 - 22 executives (Inbound Team, Mail support executives, Compliance & Grievance Team, Client support team and Rejection legalities (Coordination with all private and public sectors Insurance authorities in order to get concurrence for Rejections/CLIENT MANAGEMENT)
- The Customer Care Centre answers to all queries related to Coverage & Benefits under the Policy
- It will provide the information on the Insurer's office, procedures & products related to Health Insurance
- It will help the customers with information on Third Party Administrative services.
Senior Officer
Marg Properties
12.2010 - 12.2013
- Extending customer support for escalated calls for customization and payment follow up
- Conducting registration and agreements for existing customers
- Responsible for payment collections from existing customers through extensive follow-up procedures.
Team Lead
India Info Line
- 12.2010
- Leading a team of 29 executives (Inbound Team, chat support executives, technical chat executives, and Trade verification cell team executives Along with 4 Area Support Managers.) For India Info line
- Managing all the customer queries via inbound calls, chat services and getting confirmation of the trade done via online portal from the customer
- Ensuring that there are no malpractices done by branches by placing wrong sales (Calling process done by Trade verification
CRM
Victory Properties
02.2004 - 05.2007
- Handling CRM Team (Team size 14 customer support executives and 6 sales executives)
- Extending Customer support for inbound calls for new customers
- Conducting training for Sales executives and organizing site visit for customers
- Managed the customer data base via ERP.
Education
Bachelor of Science (Psychology) -
University of Madras
Higher Secondary Examination - undefined
Sacred Heart's Pre - university college Bangalore
Skills
Policy and procedure development
Corporate Communications
Decision-Making
Presentations
Relationship Building
Complex Problem-Solving
Industry Best Practices
Recruiting and Hiring
Results-Driven
Performance monitoring
Critical Thinking
Strategic Planning
Performance Improvement
Procedure Implementation
Procedure Implementation
Growth planning
Business Administration
Operational management
Operational leadership
Organizational Development
Professional Highlights
- B.Sc. Psychology with Over 15 years of experience in Operations (Insurance, Customer and client relationship, Business empanelment. Strategy planning and implementation with the Top Management
- Quality management in adherence to guidelines and norms.
- Adept at managing & leading teams for running successful process operations & an effective communicator with exceptional relationship management skills.
- Providing inputs to the development of the team in atomizing and standardization of the process. Lead organization wide efforts to enhance performance, identify new strategies and ensure overall fundraising success. They will engage appropriate partners across the organization, keeping leadership apprised of potential issues, concerns, and opportunities.
Personal Information
Date of Birth: 04/13/82
Timeline
Vice President
MIOT INTERNATIONAL HOSPITALS
09.2020 - Current
Assistant Manager/MANAGER
Vidal Health TPA Pvt Ltd. (Formerly known as TTK Health care Pvt Ltd)
12.2013 - 03.2019
Senior Officer
Marg Properties
12.2010 - 12.2013
CRM
Victory Properties
02.2004 - 05.2007
General Manager
MIOT INTERNATIONAL HOSPITALS
Team Lead
India Info Line
- 12.2010
Bachelor of Science (Psychology) -
University of Madras
Higher Secondary Examination - undefined
Sacred Heart's Pre - university college Bangalore