Top Account in Q1 of 2024Best Manager in Q1 of 2024Overall Top Performing Account in Sagility for 2023 - Measured by revenue, margins and retention. Highest retention rate for 2023 for USRN and Non-RN ProfileHighest Employee Satisfaction - NPS of 93%. Oversees overall Operations of US Technology Company for US Health Insurance Utilization Management and Intake Process. Specializing in Musculoskeletal, Cardiology, Surgical, Diagnostic Imaging Services.Resource Preparation for Business Expansion*Visibility on team’s maximum capacity at all times*Availability of support team for any urgent expansions*Evaluation of profile needed against process requirement*Managing procurement of asset requirements and logistics for any additional requirement.Financial Forecasting and Evaluation*Creates annual budget and updates volume / revenue forecast and ensure margins are within threshold.*Implementing measures to ensure all KPIs are met with no penalty incurred. *Drives revenue and performance through incentives with acceptable ROI based on cost benefit analysis*Prepares monthly invoice with revenue, discounts and rewards. Leads Process Improvement Initiatives*reduction of errors that impacts TAT*first call resolution and process efficiencyClient Management*Daily communication with the client and ensures timely feedback with requests and escalations.*Conducting weekly, monthly, quarterly and annual business reviews.*Creating corporate social responsibilities with their participation. People Development and Engagement*Conducts regular skip level activity and responds to VOE feedback*Initiates discussion such as leadership branding and financial 101*Enrolls the team in various training for development*Prepares quarterly and annual rewards and recognition for the entire team*Supports participants in company wide engagement activities

Oversees the transition of US Technology Company for Utilization Review to be outsourced for the first time. Resource preparation for Business ExpansionOctober 2022 - June 2023Handled Service and Clinical Operations for a big Insurance Company in the US. Specializes in Intake process for both Calls and Back Office work. April 2019 - September 2022

Handed Clinical and Service Operations for US Health InsuranceAccount Designed for RN and Non-RN Voice and Non-VoiceSpecializing in Precertification, Predetermination, Advance Radiological Imaging, Physical, Occupational, Speech Therapies

Universal Healthcare Associate handling Benefits, Eligibility, Claims, Prior Authorization and PreDeterminationfor Voice and Non-Voice Transactions. Subject Matter Expert

Handled Dispute and Fraud Concerns for US Credit Card CustomersHardcore Customer Service Oriented ProgramHeavy on CSAT, NPS and FCR