Divyasuryaprakash Thanigaivel, Mshca Email & Phone Number

Chicago, Illinois, United States

San Francisco Bay Area

• Administrative support for UCSF Radiology department
• Handling end-to end high volume patient data collection
• Streamlining change-management processes for day-to-day operations
• Ensuring patient data privacy through HIPAA compliant practices
• Improving patient satisfaction levels through engagement

San Francisco Bay Area

• Worked on a summer internship project to redesign the in-house call center manual and practice management for a team of 9 call center staff members
• Collaborated with the Chief of Clinical Operations to improve the existing workflows on EPIC EMR
• Implemented a Quality Assessment process by assigning scores for each employee, based on their efficiency and call handling. The scores were assigned to monitor the overall productivity of the call center
• Analyzed inbound call data to improve the scheduling of agents and reduce cycle time by 15%
• Assisted in clearing over 500 erroneous lab results in EPIC which occurred due to a system merging error

San Francisco Bay Area

• Collaborated with the Quality Enhancement officer to personally interview over 500 outgoing patients about their hospital experience to improve patient satisfaction
• Aggregated clinical patient data to help improve ratings by 7% and to revise the hospital’s policies & procedures
• Gained professional experience in patient interaction and emotional intelligence

Chennai Area, India

• Worked for the Washington D.C. headquarters from the Chennai satellite office. Was responsible for handling over 10,000 employee travel records, expenses and refunds. Gained additional responsibilities in handling the.
• Responsible for handling SAP databases and working with CRM. Assisted in training new interns on handling employee travel processes
• Generated employee performance and statistics reports on a weekly basis
• Worked on a project to revamp the WBG intranet resources which resulted in reducing the number of inbound calls to the call center by 40%. The revamped resources helped the WBG employees become more self-sufficient in.
• Improved the pre-existing turn-around time from 3 days to 2 days by reducing the workload of the WBG call center

Master'S Degree, Health/Health Care Administration/Management

Bachelor Of Engineering (Be), Electrical, Electronics And Communications Engineering