Pheba Mathew

Experience

• 

  Pandita Ramabai Mukti Mission

  Jan 2014 - Nov 2015

  My passion for community service drove me to start my career in 2014 as a residential dentist at Pandita Ramabai Mukti Mission (NGO). Within 5 months, I was promoted to the role of a Trainee Hospital Administrator during which I closely supervised the Medical Operations of the 30-bedded medical unit with a team of 25-30 healthcare professionals.

  • Trainee Hospital Administrator and Residential Dentist

    May 2014 - Nov 2015

  • Residential dentist

    Jan 2014 - May 2014
• 

  Caring Hands Dental Clinic

  Dec 2015 - Apr 2017

  Dental office Administrator and Lead Dentist

  Co-Founded Caring Hands Dental Clinic and enjoyed a rewarding 1.5 years of chair side time with focus on patient care, oral health education and community outreach.

• 

  IKS Health

  May 2017 - Sept 2021

  Coaching and mentoring piqued my interest, and I progressed to the position of Assistant Manager-Quality at Iks Health. • Trained and onboarded new team members, conducted periodic quality framework adherence audits, performed detailed analysis of quality defects in service delivery and collaborated with Business Operations. • Reported process deviations to develop mitigation plans and ensure high quality outcomes. • Monitored the internal and external reporting of quality performance across various forums.• Prepared data analytics reports to keep management informed of process operations and assisted in critical decision-making• Assessed customer feedback, evaluated opportunities for improvement, and provided critical feedback to associates on improvements and achieved client satisfaction matrices. Show less HighlightsCertificate for the best team leader in December 2020Received client appreciation for work as a individual contributor and as a team.Embraced motherhood and moved to Mumbai where I was drawn by healthcare-technology buzz and found myself partnering with physicians and learning the ABC’s of US healthcare at IKS Health in 2017. From delivering quality clinical documents consistently and being customer centric, I slowly progressed to be a mentor and a team coach within my team. Was blessed with more responsibility as a Team leader in 2018 by leading Clinical Operations in a three-fold capacity of client facing partner, managing operational deliverables and team management. Thoroughly enjoyed three years focused on Client Management, Healthcare technology, Implementations, and Operations. Show less

  • Assistant Manager, Quality

    Mar 2021 - Sept 2021

  • Operations Team Lead

    Mar 2018 - Mar 2021

  • Physician Partner

    May 2017 - Feb 2018
• 

  Alphanumeric Systems

  Oct 2021 - Mar 2022

  Quality Assurance Medical Information Specialist

  Worked for Global Drug Safety and Pharmacovigilance Contact Center serving the US/EMEA and ASPAC regions remotely. • Monitored the contact center (medical information, safety, vaccines, product support, patient support and adherence) performance on a continual basis, took appropriate steps to improve its effectiveness, compliance to policy, and worked on increasing the level of service into one that is modern, personalized, and has a positive impact on patient outcomes. • Collaborated with other teams and identified trends, streamlined processes, and derived solutions to minimize quality assurance concerns to improve overall customer experience. • Monitored the effectiveness of QA metrics as measures of performance.• Prepared and analyzed internal and external quality reports for management staff review.• Provided in-depth information and specific product prescribing information, clinical studies, and medical letters. • Assessed training requirements and scenarios and necessitating re-training for operations agents.• Built and strengthened customer relationships by obtaining strategic information, demonstrating broad knowledge and providing appropriate product information. Show less

• 

  Aquity Solutions

  Jun 2022 - now

  Project Manager- Implementation Services

  In this role, I drive and deliver superior service that consistently meets or exceeds established quality standards for the client. My primary role is to support net new and expansion implementation projects. Duties include effectively managing customer and internal implementation team through the implementation process and steps within the established timelines, prevent and resolve issues, oversee day to day management activities of each site management team through implementation and remain highly communicative in a positive, proactive, and professional manner. Show less