Sushma P

Senior Management professional with 18+ years of progressive experience in Healthcare Operations, Process Excellence, Operational Excellence, Corporate Partnerships, Revenue Cycle Management, Insurance Operations, Business Operations, and Customer Experience. Demonstrated success in leading cross-functional teams, improving operational efficiency, standardizing business processes, implementing continuous improvement initiatives, and driving operational performance across healthcare environments. Strong expertise in managing healthcare operations, corporate relationships, insurance and TPA coordination, operational governance, SOP development, KPI-driven performance management, workflow optimization, stakeholder engagement, and service excellence.

Proven ability to build high-performing teams, strengthen business partnerships, support quality and compliance initiatives, and deliver measurable business outcomes through structured operational improvements.

Senior Manager – Healthcare Operations | Process Excellence | Operational Excellence - Ramayya Pramila Healthcare - Hyderabad

(2016-12)

Lead a 25-member multidisciplinary team across Healthcare Operations, Administration, Insurance, Finance, Corporate Relations, and Patient Services. Manage strategic relationships with 100+ Corporate Organizations, TPAs, Insurance Companies, Government Bodies, and NGOs, ensuring operational excellence and long-term partnerships.

• Drive Process Excellence initiatives by identifying operational improvement opportunities, redesigning workflows, and implementing standardized operating procedures (SOPs) to improve efficiency and service quality.
• Champion Operational Excellence by optimizing operational processes, strengthening governance frameworks, and improving service delivery across multiple functional areas.
• Lead end-to-end healthcare operations, ensuring seamless coordination between clinical support services, administration, insurance, finance, and corporate business functions.
• Develop and implement SOPs, operational policies, governance frameworks, and best practices to improve consistency, compliance, and operational efficiency.
• Monitor departmental performance through KPI dashboards, MIS reports, operational scorecards, and performance reviews to support informed decision-making.
• Conduct Root Cause Analysis (RCA) and implement Corrective and Preventive Actions (CAPA) to resolve operational challenges and improve process effectiveness.
• Collaborate with senior leadership and cross-functional teams to execute strategic initiatives that enhance operational performance and customer experience.
• Strengthen corporate partnerships and insurance relationships through effective stakeholder engagement, contributing to business growth and improved service delivery.
• Support NABH quality initiatives, internal audits, and compliance activities to maintain high standards of healthcare operations.
• Mentor and develop team members, fostering a culture of accountability, collaboration, continuous improvement, and high performance.
• Successfully led operational improvement initiatives that enhanced workflow efficiency and strengthened service delivery.
• Managed relationships with 100+ corporate clients, TPAs, and insurance partners, improving collaboration and operational effectiveness.
• Built and led a 25-member cross-functional team, promoting operational discipline and performance excellence.
• Established KPI-driven reporting and MIS dashboards to improve operational visibility and management decision-making.
• Standardized operational processes through SOP development and governance initiatives.

Assistant Manager – Business Operations & Corporate Relations - Apollo Group - Hyderabad

(2013-06 - 2015-12)

• Managed CRM programs for over 200 corporate healthcare clients across India.
• Acted as SPOC for corporate accounts ensuring client satisfaction and timely issue resolution.
• Coordinated healthcare awareness campaigns and digital communication initiatives for partner organizations.
• Managed corporate healthcare relationships, patient coordination, and operational support across business units.
• Coordinated with insurance companies, TPAs, corporate clients, and internal stakeholders to ensure seamless service delivery.
• Supported revenue cycle activities, billing coordination, and cashless authorization processes.
• Implemented operational improvements that enhanced service quality and reduced process turnaround times.
• Prepared MIS reports, operational dashboards, and management reports to support business decisions.
• Assisted in process standardization, documentation, and implementation of operational best practices.
• Strengthened customer experience through proactive issue resolution and service excellence initiatives.
• Collaborated with cross-functional teams to improve operational efficiency and customer satisfaction.
• Contributed to improved operational efficiency by streamlining coordination between clinical, administrative, and corporate functions.

Senior Executive - Hinduja Global Solutions - Hyderabad

(2007-01 - 2013-02)

• Managed healthcare process operations while leading high-performing teams to achieve business and client objectives.
• Trained, mentored, and coached team members to improve productivity, quality, and customer satisfaction.
• Monitored key operational KPIs and implemented corrective actions to improve performance.
• Conducted quality reviews, process audits, and root cause analysis to drive operational improvements.
• Worked closely with clients and internal stakeholders to ensure SLA adherence and operational excellence.
• Supported process transition, change management, and continuous improvement initiatives.
• Improved operational performance through structured coaching, quality initiatives, and performance management.

Customer Relationship Officer - ICICI Bank - Hyderabad

(2005-09 - 2006-12)

• Handled customer enquiries related to personal loan disbursements.
• Managed high call volumes while maintaining service quality.
• Managed customer relationship management activities and financial service operations.
• Delivered high-quality customer service while ensuring compliance with organizational policies and banking regulations.
• Supported branch operations, documentation, and customer account management.
• Built long-term customer relationships through effective communication and service delivery.
• Handled difficult customer cases with patience and professionalism.

MBA - Operations Management - Sikkim University (2026)

BSc - Biotechnology - Sikkim University