Core Trainer – RCM at JindalX (2023-07 – Present)
Deliver end-to-end training for US healthcare RCM processes, with emphasis on Accounts Receivable (AR), claim lifecycle, denial handling, follow-up workflows, SOP adherence, SLAs, quality standards, and compliance.
- Conduct new-hire onboarding, process training, system navigation, product/process knowledge sessions, nesting support, and OJT coaching for RCM associates.
- Build process capability through structured classroom training, demonstrations, case-based learning, knowledge checks, assessments, certification, and targeted remediation.
- Develop and deliver denial-management training covering non-covered services, global period, duplicate, bundled, timely filing, frequency exceeded, medical necessity, missing/insufficient information, eligibility/coverage, authorization, and coding-related denials.
- Use QA findings, performance metrics, OJT outcomes, and observed process gaps to identify training needs and deliver targeted coaching/refresher interventions.
- Partner with QA and Operations to align training content with process benchmarks, quality expectations, productivity requirements, and client-specific guidelines.
- Create and maintain training decks, job aids, process guides, assessments, knowledge checks, certification criteria, trackers, training plans, and performance reports.
- Deliver Voice & Accent training for new-hire batches supporting US-based processes, focusing on communication clarity, professional interaction, and customer experience.
- Support continuous improvement by converting recurring process errors and operational feedback into structured learning interventions.
Core RCM Trainer / Voice Coach at iEnergizer IT Services Pvt. Ltd. (2021-06 – 2023-06)
Designed and delivered process-specific training programs for RCM and customer-service teams, including new-hire training, refresher training, nesting support, and remediation.
- Reviewed existing training materials and identified content gaps; created and updated facilitator guides, learner materials, process references, assessments, and job aids based on business requirements.
- Created and maintained learning content for LMS deployment, including structured learning modules, knowledge checks, assessments, process explainers, and supporting reference material.
- Converted client process documentation, SOPs, knowledge-base content, and operational inputs into learner-friendly training content aligned to defined learning objectives.
- Used QA trends, audit findings, and performance data to design targeted one-on-one and group training interventions for identified process discrepancies.
- Developed and implemented client-specific training programs and materials in collaboration with Project Managers, Operations, and client stakeholders.
- Facilitated role plays, tests, certifications, remediation sessions, and post-training reinforcement to improve knowledge retention and process readiness.
- Prepared training plans, training reports, dashboards, attendance records, completion trackers, and performance summaries for management review.
- Supported cross-training initiatives by developing SOPs and learning materials for additional processes and business requirements.
- Delivered Voice Coaching to strengthen communication, call handling, and professional interaction for US-focused customer-service operations.
Team Leader / Supervisor – Data Operations at Neha Enterprises (2020-05 – 2021-06)
Supervised back-end data operations, record maintenance, data entry, file organization, and day-to-day team activities.
- Maintained accuracy and timely completion of assigned data-processing activities while supporting team coordination and operational discipline.
