• Guide individuals and groups toward desired outcomes, setting high performance standards and delivering leading quality services.• Establish and maintains long-term client relationships, building trust and respect by consistently meeting and exceeding expectations.• Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or develops appropriate solutions; takes action that is consistent with available facts, constraints, and probable consequences.• Responsible for business continuity for existing client and bringing process efficiency, meeting client deliverable in stipulated time.• Responsible for the development and evolution of the overall strategy for the RCM operations. Participate in RFP process and help mitigate functional challenges for new healthcare (payer/ provider) business acquisition• Act as a functional expert providing insights in capacity plan, PnL activities and Knowledge transfer planning• Adapts departmental plans and priorities to address business and operational challenges.• Uses appropriate control mechanisms to monitor and manage the business segment(s) overall performance & provides expertise and leadership in the assigned functional areas.• Sets team direction, resolves problems and provides guidance to team members.• Builds and reviews business scorecards and performance metrics for the assigned segment(s), and appropriately builds action plans.• Supports and leads all quality initiatives, aimed towards process improvements.• Focus on Retention & provides coaching and develops potential leadership.

•Participates in strategic and operations planning sessions of the CCO and help set development strategies for the organization.•Prepares operational budget to support mid and long term requirements of Training and Quality Assurance.•Recommends to CCO Head adequate staffing level of Training Department to ensure that training and development needs of the organization are met.•Recommends adequate staffing level of QA Unit to ensure that the quality assurance function is effectively performed.•Builds a motivating and rewarding psychological work environment by providing various forms of rewards and recognition to Training and QA staff and ensures their continuous career growth.•Maintains an efficient performance management system by setting performance objectives with team members, monitoring performance, conducting performance reviews and implementing actions to correct performance problems or sustain good performance.Functional/Technical•Works with training team to design a competency based training and development curriculum for various positions in the organization to provide a systematic approach to training and development.•Reviews training programs and training modules designed by the Training Team and for adherence to basic training design principles and cost effectiveness.•Identifies and explores alternative methods for delivering knowledge and skills to employees in order to facilitate workplace learning.•Observes Training Team conduct training programs and modules to assess effectiveness in training design and delivery.•Pilot tests alternative methods for delivering knowledge and skills to employees for efficiency and effectiveness of the method.•Oversee the implementation of a competency based training curriculum for various positions in the organization.•Oversees the implementation of changes identified in the studies to ensure continuous improvement, relevance, and impact of the training and development programs

• Transition management for new client acquisitions and addition of processes.• Manage team SLAs and Improve process performance, generating reports and conducting periodic reviews to ascertain progress.• Provides statistical analysis capability and stability analysis, process control, sample size determinations, and design for quality.• Develop methods to establish training plans for processes (including use of Training Needs Analysis) and ensure training (including materials, methods, availability and assessment).• Assist in the revision of cross functional documentation and training materials when a process is updated or developed.• Handling BPMS tasks for the project ensuring compliance and preparation and circulation of dashboards.• Conduct ISO, SOC 2 and SOX audits for processes and periodic check for preparedness for external audits.• Act as SPOC for Client team and OPS team to ensure seamless communication for product update and any issues/escalations.

Job Responsibility • Act as SPOC for Client team and OPS team to ensure seamless communication for product update and any issues/escalations.• Taking part in weekly calibration ensuring team is calibrated with onshore Quality team.• Provides statistical analysis capability and stability analysis, process control, sample size determinations, and design for quality.• Liaison with other departments as necessary to implement any MIS project.• Develop methods to establish training plans for processes (including use of Training Needs Analysis) and ensure training (including materials, methods, availability and assessment).• Assist in the revision of cross functional documentation and training materials when a process is updated or developed.• Performs regular audits of processes and documentation across functional areas per schedule.• Co-ordinates and takes part as necessary, in the preparation, timely issue, review, updating and archiving of Standard Operating Procedures (SOPs).• Handling BPMS tasks for the project ensuring compliance and preparation and circulation of dashboards.Achievements at IBM GPS• GB project on Hold Reduction and Work flow management.(in progress)• Retention Champ award for consecutive 2 Qtrs.• Ovation for Best Team Performance Award for Q1, 2012.

Department- Quality-Process Excellence Designation: - Team LeadJob Responsibility Design, develop and implement process improvement projects for processes assigned, using six sigma strategies.Develop and implement comprehensive Management Information System including metrics capture, analysis and reporting that supports senior management's need for effective information and control.Provides statistical analysis for new processes, capability and stability analysis, process control, sample size determinations, and design for quality.Liaison with other departments as necessary to implement any MIS project. Develop methods to establish training plans for processes (including use of Training Needs Analysis) and ensure training (including materials, methods, availability and assessment) are aligned with Accretive training globally.Assist in the revision of cross functional documentation and training materials when a process is updated or developed.Performs regular audits of processes and documentation across functional areas per schedule. Co-ordinates and takes part as necessary, in the preparation, timely issue, review, updating and archiving of Standard Operating Procedures (SOPs), Accretive Internal Procedures, and Working ProceduresAssist Lead BB in mentoring & Coaching Green Belt projects and deliver trainings GBs.Work closely with the hospitals to strengthen compliance, prevent denials, and improve efficiency.Billing compliance with CMS and other regulatory requirements and guidelines.Contract Models updating and creation as per request received by client team.A contingency based contract modeling - payer underpayment - denial management solution Business intelligence to put hospitals on the offensive with payers.

Job responsibilityReviewing Contract Modeling and providing scores to the production representative.Provide SME support to the production team, work as single point of contact between US and India Production team for error rebuttals. Conducting Process Knowledge test and sharing feedback with the team.Providing feedback/coaching to production rep based on quality scores. Ensuring timely follow-up with the onshore team to complete resolve concerns/queries and taking sessions on those updates so that work can be carried on efficiently.As part of Quality team we insure TAT is being achieved as per the client's expectations and team implements cases with 100% quality.Attending weekly and monthly calls with onshore team to identify key focus areas, updates and performance of India Team.Achievements in UHGSuccessfully transitioned ACIS implementation and ACIS Quality process.Created SOP for Spectera Vision Implementation, which now being used to implement Spectra Plan across the organization.Suggested changes to HSA, Vision, EAP plans to further enhance process accuracy.Conducted a training session for production reps to help them understand the implementation process, after which accuracy rose to 99.9% and TAT achieved 100%.Created checklist to avoid most contributing errors for the production team.Attended Feedback skills training in October, 2007.Attended Train the Trainer program in December, 2007.Successfully completed Advance communication skills training in December, 2007Successfully completed presentation skills training in January, 2008.

Job responsibility:-Collating ideas related to process developments and improvements and working on them to implement as Best Practice.Processing Annual Enrollments, payrolls, Premiums, HRIS, HR Edits, EOI Approval & Denials, File Verifications, One time work orders, taking care of insurance and Medicare facilities and other Month End jobs for various companies in the USA.Processing tasks, including managing input data, data entry and data analysis, verifying successful job completion, resolving edits and exception processing.Standard Operating Procedure (SOP) creation and updating per updates received by the clients.Achievements in Hewitt: Transitioned 86 processes without any time extension and started live processing with 100% quality and accuracy.Part of GB Project on DBP Drop and Refunds. Worked on MIS Volume Validation project conducted in March'07.Worked on A3 project. Validated the created A3's and at the same time Created 173 A3s. Owned the A3 project for Evening Shift in HM which included creation/ updating of A3's as per requirement.Green Belt Project for PCS verification process. Identified and automated review processes.Helped in improving Sop (Standard Operating Procedure) and was a part of Training Certification Project conducted in-house.Prepared SOPs for various processes for comfortable processing and helped in Process mapping of all the processes for Quality Analysis.Implemented back-up training plan for smooth working of the process in the absence of any team member.

Job responsibility: -Execute agent wise performance MIS, prepare roster, and set targets for Team members.Took escalated calls after delivering consistently high performance.Adherence to stringent quality and performance metricsMeet performance parameters per sales, quality and team co-ordination.