Sujeeta Arya

• Managing Customer Services operations while mentoring team members for qualitative and timely work deliverables
• Developing and maintaining network of clients, internal colleagues, stakeholders and peers in other departments for operational effectiveness
• Implementing quality programs including assessment of team's training needs & addressing gaps and ensuring continuous improvement in quality of care and services offered
• Responsible for target achievement and improvement of business processes
• Obtaining feedback to constantly improve services provided by company and to enhance client satisfaction
• Handling escalations and providing resolution for continuous high standard services.
• Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
• Mentored junior staff members in their professional development by offering guidance/support in their assigned roles

• Handling daily patient volumes, appointments and billings.
• Responsible for quality of care and performance of staff to identify areas for improvement.
• Weekly internal audits - checking of mandatory documents hard and soft copies.
• To make sure reminder calls happening on time. Tracker to maintain.
• Handling escalations if any and providing quick resolution for continuous high standard services.

• Managed operations for Diagnostic service (B2B and B2C) to fulfill healthcare services related requests.
• Worked for Projects - Patient Support program for Novartis Healthcare India Pvt. Ltd and 1MG (An online portal for medicine purchase), Religare and ICIC Lombard for Pre and Post Policy Health checkups.
• Execution of corporate wellness / health check program for Corporates like: Canara, HSBC, AECOM, AXA etc.
  Billing and reconciliation for vendor, client and internal revenue management.
• Conducting Customer Care Executives & Patient Care Executives daily and weekly work & KPI report compilation.
  Patient Care System audits to make sure process flow is being followed by Customer Care Executives.
• Handling Patient Care Executives deployment adherence and managing outstation travel coordination.
• Conducting weekly con call of all PCE, CCE and Nurses for efficiency improvement, enhance coordination and sharing best practice for smooth operational activities.

Lifestyle & Concierge Department, Sr. Assistance Coordinator, August 2011 –January 2013.

• Handling Lifestyle & Concierge related request for the Premium Clients of leading financial organizations like American Express, Citibank, HDFC Bank, HSBC, ICICI Bank, State bank of India and Standard Chartered Bank.
• Address client’s lifestyle and concierge related queries and fulfill requests in an expedited manner and enhance customer experience.
• Maintain a strong working knowledge of products/services and respective marketplaces, including latest lifestyle trends, upcoming events and new places to visit for leisure or shopping purpose etc.

Medical Operations, Assistance Coordinator, from July 2008 to July 2011

• Ensuring on daily basis the cases in Medical Operations are coordinated well between the various sections to ensure consistent high level of services.
• Obtaining time to time feedback from the Customer Service Executives and provide them to the Medical Operations Manager for improving the work force.
• Providing the billing department with information of service providers or correspondents used and securing payment prior delivery of services to non- members to contribute to the financial viability of the Company.

• Handling calls for British Telecom to address billing related queries and update client’s accounts on regular basis.
• Perform needs-based and situational assessments of all policies and procedures to improve operational efficiency.

• Auditing the accounts on regular basis so that they do not exceed their credit limit.
• Performing client visits to solve their queries.