Sushmitha E S

Clinical Support Lead and patient Relations Manager with progressive experience spanning patient relationship management, clinical support coordination, and regulatory compliance across multi-site dental and healthcare networks. Currently leads clinical support operations for a UK healthcare group, overseeing clinician KPI tracking, CQC/NHS-aligned compliance, and clinical, radiographic, and antibiotic prescription audits. Track record of building scalable patient engagement systems, strengthening internal audit and documentation standards, and driving cross-functional coordination between clinicians, management, and stakeholders.

Twice recognised as Best Patient Relationship Manager of the Month for excellence in patient engagement and service delivery. Skilled in translating front-line patient insight into operational and compliance improvements that support business growth.

Clinical Support Lead - Dental Care Group, UK Healthcare

(2025-09)

Lead end-to-end clinical support across the dental care network, acting as the operational link between clinicians, management, and external stakeholders.

• Weekly clinician sessions (agendas, minutes) and chair utilisation/zoning reviews
• Own clinician KPI and performance tracking, monitoring clinical output and quality metrics
• Run the Clinicians Support Helpdesk plus CPD/policy communications within agreed SLAs
• Manage internal auditing and documentation processes, and drive DCME and NHS reporting compliance, ensuring complete, accurate, audit-ready records aligned with current regulatory standards
• Conduct clinical, radiographic, and antibiotic prescription audits, NHS claim audits, weekly appointment book checks (MPC), and quarterly patient base size/demographic analyses, holding 100% on-time completion
• Produce monthly clinician KPI and productivity (£ per hour) reports — Revenue, NHS, Appointment Book Analysis, New Patients, DAF — plus contracted-vs-worked hours and referral tracking, holding accuracy above 98%
• Deliver clinician profiling and quarterly practice profiling (NHS/private target allocation), lead Agilio iLearn training and mentoring scheme delivery (incl. India Dentist programme), and coordinate with senior management to ensure smooth daily operations

Patient Relationship Executive - Manya Dental

(2024-12 - 2025-09)

• Managed 150–200 patient interactions monthly across chat, email, and phone, guiding patients on treatment plans, memberships, and health checks
• Handled insurance queries end-to-end and processed MediBuddy claims, verifying documentation and advising patients on pending requirements
• Coordinated with insurers and corporate partners on claims, identifying additional revenue opportunities while ensuring timely resolution
• Escalated unresolved issues per defined matrix and ensured all complaints were closed within service timelines
• Conducted internal audits for compliance, identifying and closing documentation gaps, and implementing workflow improvements
• Supervised the front-desk environment, delegating tasks and maintaining staffing levels to ensure consistent patient service

Patient Relationship Manager - Dezy Dental

(2023-11 - 2024-11)

• Served as primary point of contact for 600+ patients, managing appointment scheduling, follow-ups, and treatment-related queries
• Coordinated across departments and 8 clinic locations to maintain smooth operations, including medical supply inventory and restocking
• Analyzed clinical data to support internal audits and ensured reporting accuracy aligned with clinical documentation standards
• Resolved patient complaints by identifying root causes, following up to resolution, and maintaining service-quality standards
• Maintained accurate, confidential patient records covering interactions, treatment plans, and clinical observations
• Supported multidisciplinary, cross-department initiatives aimed at improving overall patient outcomes

Bachelor of Dental Surgery - BDS - Vokkaligara Sangha Dental College and Hospital, Bangalore (2018 - 2023)