Suganthi Manoharan
Chennai
Summary
Accomplished manager specializing in patient welfare, call center operations, and CRM management. Proven ability to lead teams, improve patient experiences, and implement effective CRM strategies, resulting in higher patient engagement and satisfaction across healthcare services.
Overview
12
12
years of professional experience
Work History
MANAGER - CRM & PATIENT WELFARE
DR RELA INSTITUTE & MEDICAL CENTRE
Chromepet
12.2020 - Current
- Established and enforced processes and procedures that improved operational efficiency
- Developed and implemented a customer-oriented strategy that increased customer satisfaction
- Led the development and management of the online feedback tool, overseeing the entire process
- Executed administrative and clerical duties across both inpatient and outpatient services
- Managed bed allocation efficiently, ensuring patients were assigned rooms based on their specific needs
- Participated actively in monthly BRM data preparation and analysis alongside the Director of Operations
- Focused on improving PSI and NPS indices on a monthly basis
- Provided clear guidance on inpatient services, facilities, and necessary documentation
- Held monthly meetings with department process owners and the CEO to review and discuss action points
- Contributed to JCI accreditation through the management of departmental KPIs and quality indicators
- Awarded the 'Service Excellence Award' during the JCI audit for outstanding contributions
- Managed the CRM system and call centre, handling queries, appointments, estimates, and patient counselling to drive eligible conversions.
GUEST RELATION OFFICER
SIMS Hospital
Vadapalani, Chennai
01.2017 - 09.2019
- Ensured high-class, flawless, and professional guest service experiences with an emphasis on attention to detail
- Conducted customer feedback analysis to guide strategic improvements in guest satisfaction and overall ratings
- Responded promptly to guest needs and anticipated their unstated preferences
- Listened actively to guest concerns and resolved issues promptly to maintain a positive experience
- Guaranteed personalized services for special guests, including those with specific needs like the disabled, elderly, children, and VIPs
- Regularly appraised team performance and generated comprehensive reports
- Worked closely with Housekeeping and Wait Staff to create a comfortable and welcoming environment for guests
- Facilitated daily meetings with heads of departments to discuss feedback and implement solutions.
PATIENT COORDINATOR
MIOT International Hospital
Chennai
08.2012 - 10.2016
- Oversaw front office management, handling appointment scheduling and patient record maintenance
- Applied knowledge of medical terminology to accurately record and interpret patient data
- Bilingual communicator with expertise in organizational skills, time management, and task follow-up
- Managed medical front desk operations, including scheduling, billing, and insurance record management for major carriers and Medicaid
- Maintained open communication lines between patients, doctors, staff, and lab personnel
- Addressed patient inquiries via phone and in person, ensuring prompt and accurate responses
- Prepared discharge summaries, company approval letters, and doctor's prescriptions
- Kept accurate records of doctor consultations and reported them as needed
- Guided patients through necessary investigations and processed orders using the software system.
Education
B.Com - undefined
College University of Madras
01.2008 - 1 2011
HSC - undefined
SSC. Hr. Sec. School
01.2007 - 1 2008
S.S.L.C - undefined
SSCC. Hr. Sec. School
01.2004 - 1 2005
Skills
Decision Making
Timeline
MANAGER - CRM & PATIENT WELFARE
DR RELA INSTITUTE & MEDICAL CENTRE
12.2020 - Current
GUEST RELATION OFFICER
SIMS Hospital
01.2017 - 09.2019
PATIENT COORDINATOR
MIOT International Hospital
08.2012 - 10.2016
B.Com - undefined
College University of Madras
01.2008 - 1 2011
HSC - undefined
SSC. Hr. Sec. School
01.2007 - 1 2008
S.S.L.C - undefined
SSCC. Hr. Sec. School
01.2004 - 1 2005
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