Pheba Mathew
Whitby,Canada
Summary
Skilled problem-solver and healthcare manager with a decade of experience excelling at motivating excellence within teams. Most recently was a Project Manager overseeing deployment of virtual scribing systems in diverse healthcare establishments to ensure quality and effectiveness. Collaborating with operation managers, scribes, trainers, and support personnel to revolutionize healthcare delivery through innovative services and technology. Working closely with clients, partners, and stakeholders to deliver specialized solutions that drive success. Certified in Lean Six Sigma Yellow Belt and proficient in various Electronic Medical Record systems (EMRs). Committed to continuous learning, exploring new opportunities, and contributing to organizational growth.
Overview
10
10
years of professional experience
Work History
Project Manager
IKS Health
06.2022 - 03.2024
- Planning and overseeing 20-25 new projects simultaneously and ensuring they are completed in a timely fashion and within budget. Duties include designating project resources, evaluate risks, monitor progress, and keep stakeholders informed through the project cycle.
- Ensuring achievement of customer satisfaction goals and service level agreements for assigned book of business, including resources within and outside the manager’s direct span of control to include for turnaround time, quality assurance, issue and incident resolution, communication and overall customer satisfaction.
- Proven project management skills (ability to lead meetings, prioritize, resolve conflicts, maintain issues lists, manage project plans, and escalate issues appropriately). Successfully completed 35+ KO calls for large US hospitals and routinely followed up with physicians and physician project management teams for over 800 + weekly cadence calls in a year.
- Deep involvement with the account, including contract elements, service level agreements, statements of work, workflow, key personnel and account specifics.
- Engaging and collaborating with Performance Coaches, Team Lead, Operations Manager and Support Teams for issue resolution.
- Partnering with Operations Management to proactively communicate service performance, including any potential issues and substantive action plans to resolve any issues.
Quality Assurance Medical Information Specialist
Alphametric systems, USA
10.2021 - 03.2022
- For a Global Drug Safety and Pharmacovigilance Contact Center serving the US, EMEA and ASPAC regions remotely.
- Developed, designed, and executed Quality Assurance programs in alignment with leadership and organizational priorities.
- Monitored contact centre performance on a continuing basis, took the appropriate steps to improve its effectiveness, compliance to policy, and increased the level of service.
- Collaborated with other teams to identify trends, streamline processes, and derive solutions to minimize quality assurance concerns and improve overall customer experience.
- Assisted the Global Compliance and Quality Manager in organizing group meetings, establishing agendas, delivering meeting minutes, and creating work aids and SOPs.
Assistant Manager- Quality, Healthcare
IKS Health, India
05.2017 - 09.2021
- Identified global trends, conducted root cause analyses, and executed quality framework adherence audits on a regular basis. Reported process deviations so that mitigation measures could be developed and high-quality outputs could be achieved.
- Responsible for the engagement, growth, and supervision of team members. Performed team performance appraisals on a pre-determined schedule at regular intervals.
- Created a learning culture by ensuring new recruits were coached and mentored individually and in batches, and organization-wide continuous learning programmes were pioneered.
Team Lead – Operations, Healthcare
IKS Health, India
03.2018 - 02.2021
- Managed a team of 25-30 Clinical Associates by managing team performance, improving team productivity/quality, and ensuring ownership of client deliverables.
- Served as the Client Facing Partner for 9 Client Physicians based in New York and consistently equipped the team to outshine and exceed client expectations.
- Maintained daily reports, incident logs, and shift planners for the team in order to meet the service-line agreement (SLA) defined.
- Partook in Profit and Loss (P&L) discussions and contributed towards it via cost containment, preparing budgets, quality improvement and attrition management.
Clinical Associate- Operations, Healthcare
IKS Health, India
05.2017 - 02.2018
- Interfaced with US physicians & multi-specialty units and delivered clinical documents which ultimately enhanced patient care and healthcare systems.
- Comprehended physician-patient interaction, summarized and populated the clinical information in electronic medical record systems with correct medical terminologies.
Co-founder and Lead Dentist
Caring Hands Dental Clinic, India
12.2015 - 04.2017
- Established my own dental clinic and fulfilled administrative and clinical responsibilities.
- Performed complex dental procedures such as dis-impaction, extractions, smile designing, prosthodontic rehabilitation, restorations, and preventive pediatric dental procedures.
Trainee Hospital Administrator & Residential Dentist (Non-Profit Organization)
Pandita Ramabai Mukti Mission, India
01.2014 - 11.2015
- Upgraded systems and SOPs for seamless operation, and assured appropriate handling of medical information, billing, insurance and legal documentation.
- Supervised the daily operations of a medical unit, managed 15-20 employees, oversaw budgets, ensuring cross-departmental collaboration and guaranteeing excellent patient care.
- Provided regular dental care to 2k+ residents and outpatients.
Education
Bachelor of Dental Surgery -
Krishna Institute of Medical Sciences Deemed University
01.2012
Skills
- Proficient in multiple EMR platforms
- Experienced in utilizing Google Apps and Microsoft Office tools
- Comprehensive project management
- Collaborative teamwork
- Progress monitoring for projects
- Operations management
- Quality improvement
Timeline
Project Manager
IKS Health
06.2022 - 03.2024
Quality Assurance Medical Information Specialist
Alphametric systems, USA
10.2021 - 03.2022
Team Lead – Operations, Healthcare
IKS Health, India
03.2018 - 02.2021
Assistant Manager- Quality, Healthcare
IKS Health, India
05.2017 - 09.2021
Clinical Associate- Operations, Healthcare
IKS Health, India
05.2017 - 02.2018
Co-founder and Lead Dentist
Caring Hands Dental Clinic, India
12.2015 - 04.2017
Trainee Hospital Administrator & Residential Dentist (Non-Profit Organization)
Pandita Ramabai Mukti Mission, India
01.2014 - 11.2015
Bachelor of Dental Surgery -
Krishna Institute of Medical Sciences Deemed University
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