IT-Enabled Services - US Healthcare (Medical Scribing, RCM/Physician Practice Management, Medical Transcription, etc.)

Operations Scope:• Assignment of OJT Scribes (medical documentation specialists) appropriately with the best matching skill set required on various healthcare providers.• Ensuring availability of the Scribes as per schedule.• Creating and Execution of the Progression Plan for all to ensure.• Managing all the scribe managers and ensuring close monitoring of Productivity and Quality.• Analyze Productivity and Quality Reports in order to ensure that all scribe managers and their team members meet productivity and quality benchmarks on daily/weekly/ monthly basis.• Ensuring efficient utilization of scribes by creating Weekly Deployment and Utilization Plan.• Maintaining a high standard of Discipline regarding scribes’ Leaves, Timely availability, Break Time and productivity as per norms.• Ensuring that all in process training by the healthcare providers is captured at Scribe levels which can be used later to cross-train other scribes and maintain Service levels during transition of account to other scribes.• Ensuring that all new service requests by healthcare providers are being documented and reported to the Client through a defined New Service Request Tracker.• Coordination with Client’s Tech Teams regarding any degradation of services caused by tech issues. • Designing and redefining the Teams to manage the Accounts so that expected Utilization is achieved with required Backups. Maintain Internal Org. Chart accordingly explaining the deployment Levels along with accounts.• Maintaining Leave Calendar on monthly basis so that leaves can be planned and Clients can be informed if need be accordingly. • Assist with Hiring and Recruitment, Compliance and Training when required.My position reports to the Managing Director.

Control of Production/Operational Activities Defining and Documenting SOPs, communicating them through formal training and handouts and ensuring compliance. Setting standards for scheduling shifts, leave tracking and rotations to meet capacity commitments. Ensuring timely communication of information to appropriate team members. Implementing a system of daily, weekly and monthly meetings to clear roadblocks, meet milestones and share information. Ensuring compliance with all security and confidentiality SOPs. Working with customer to manage technical resources and infrastructure.Providing Metrics Accurately Representing Qualitative and Quantitative Performance Agreeing the content and format of management reports with customer. Distributing timely and accurate reports to top management. Creating a system for identifying objective individual performance measures. Ensuring that metrics are useful in managing the production and delivery centres and endeavoring zero level non conformity.Implementing Continual Improvement Identifying improvement opportunities based on customer feedback, observations and data analyses. Proactively identifying global improvement opportunities. Consulting with top management and obtaining appropriate approvals to implement. Facilitating monthly Quality Reviews with management.

Mentoring a team size of over 120 Transcriptionists, Proofreaders and QAs to deliver 99% quality output, 100% productivity and 100% Turn Around Time (TAT) to client satisfaction and as per Service Level Agreements. Ensuring customer policies, procedures and contractual agreements are consistently met. Responsible for all contractual agreements’ management from an operational perspective and ensuring realistic and practical commitments are made to clients. Consistently meeting predetermined metrics to achieve business objectives and customer SLAs, wherefore ensuring contingency plans are in place for the services. Ensuring timely and accurate reporting of performance metrics and SLAs to the Production Manager. Reviewing performance achievements and targets regularly with the Production Manager and providing strategic assistance to improve service delivery and client/customer satisfaction.

Leading a large team of Medical Transcriptionists handling several accounts with hospitals and clinics in the US.

Quality Control, overseeing teams doing final level editing, after being elevated from being trained as an MT.Specialties were: Emergency Room Reports, SOAP Notes, Chart Notes, Operative Reports, Neurology Reports, Consultation, Discharge Summary Operative, Diagnostic and DischargeSummaries, Insurance and Referral letters, Pathology, Radiology, Sleep and nerve conduction studies, etc., of various medical departments for various Hospitals, Clinics, Offices, and Specialty Hospitals in the USA.The job involved ensuring team output was accurate for delivery requirement. The onus was on an eye for detail, accuracy, high quality proofreading and achieving targets. Close coordination with a team of medical transcriptionists, editors, proofreaders and the clients.

Transcribing various types of medical reports and letters for hospitals in the US.