Open to opportunities

PRIYA DHASHNI PANISAN

@priyadhashnipanisan

Message

Healthcare operations leader driving patient-centred service excellence.

Malaysia

Message

What I'm looking for

I seek a role in healthcare administration or operations that values patient-centred service, process improvement, and opportunities to lead teams and optimize workforce planning.

I am a healthcare administration and customer operations professional with over 10 years' experience across clinics, hospitals and APAC contact centre environments, delivering patient registration, admissions, billing and medical records coordination.

I have progressed from frontline service roles to team leadership, managing 20+ staff and large-scale workforce scheduling for 800+ headcount, and achieved a 25% reduction in repeat escalations and a 15% improvement in operational workflows through process redesign and KPI alignment.

I bring empathetic, multilingual support (English, Malay, Tamil), strong compliance and HIM coordination, and advanced Excel/Power BI skills to roles in Healthcare Administration, Patient Services, or Operations and Service Excellence.

Experience

Work history, roles, and key accomplishments

Current

Clinic Administrative Executive

Current

Qualitas Health – Poliklinik My Rakyat

Mar 2025 - Present (10 months)

Manage patient registration, billing, and insurance claim processing while supporting clinical consultations and procurement; prepare daily operational reports and implement workflow improvements to increase efficiency.

Patient Registration Billing Insurance Verification Medical Records Multilingual Support Reporting

Administration Assistant

Scenic Structures Sdn Bhd

Feb 2024 - Mar 2025 (1 year 1 month)

Supported daily administrative operations for project teams by preparing reports, maintaining compliance documentation, and coordinating cross-department communication to ensure accurate records and timely information flow.

Administrative Support Compliance Reporting Records Management Coordination Data Entry Process Adherence

Team Lead, Escalation Desk

Teleperformance Malaysia Sdn Bhd

Mar 2019 - Jan 2024 (4 years 10 months)

Led and coached a 20+ member APAC support team across voice, chat, and email; managed workforce scheduling for 800+ staff, reduced repeat escalations by 25%, and improved workflow efficiency by 15% through process redesign and KPI alignment.

Team Leadership Escalation Management Process Improvement Coaching Multichannel Support performance reporting

Patient Administration Assistant

Thomson Hospital Kota Damansara

Jun 2015 - Nov 2018 (3 years 5 months)

Managed patient admissions, bed booking, ward allocation, insurance verification and GL submissions while handling billing enquiries and coordinating with clinical staff to maintain accurate medical records and patient flow.

Admissions Bed Management Insurance Verification Billing Medical Records

Health Consultant

Greenlife Healthcare

Nov 2014 - Jun 2015 (7 months)

Guided patients through wellness programmes and follow-up care, coordinated insurance approvals and service arrangements, and supported administrative record-keeping and patient communications.

Patient Counseling Care Coordination Administrative Support Patient Follow Up Care Record keeping