D Devi

Results-driven US Healthcare Revenue Cycle Management (RCM) professional with 12+ years of experience across Accounts Receivable, Denial Management, Quality Assurance and Team Leadership. Experienced in leading RCM teams, conducting quality audits, monitoring productivity and quality metrics, identifying process gaps, performing root cause analysis, and implementing corrective actions. Hands-on experience in AR follow-up, denial management, quality auditing, team handling, process training, client communication, performance monitoring, account allocation and process improvement.

Skilled in coaching team members, conducting calibration and refresher training, preparing QA reports and trackers, managing TAT/SLA requirements, and ensuring adherence to client-specific guidelines. Experienced in working with healthcare applications including NextGen, eClinicalWorks (ECW), Cerner, Artiva and Epic.

Team Leader – Operations at GeBBS Healthcare Solutions (2024-11 – 2026-07)

• Led and managed a team of 24 RCM professionals, ensuring achievement of quality, productivity and process targets.
• Monitored daily team performance and identified gaps affecting quality, productivity and process adherence.
• Allocated accounts using multiple strategies, including aging, outstanding dollar value, payer, employee experience, claims approaching timely filing limits (TFL), and appeals prioritization.
• Conducted regular team huddles to communicate process updates, quality trends, performance gaps and operational priorities.
• Provided individual coaching, mentoring and performance feedback to improve employee effectiveness.
• Conducted refresher training and floor support sessions on process updates, denial trends, quality issues and client requirements.
• Trained and monitored new hires and supported them through the transition to production within defined timelines.
• Addressed process-related issues and escalations and coordinated with relevant stakeholders for timely resolution.
• Participated in client calls and discussions to clarify process requirements, operational issues and account-related concerns.
• Prepared and maintained DOU, trackers, process documentation and workflow updates in accordance with client requirements.
• Monitored shrinkage and attrition and supported operational planning to maintain team stability.
• Conducted call audits to identify opportunities for improvement in AR and denial-related activities.
• Conducted PKTs and weekly training sessions based on employee errors, process updates and client feedback.
• Released daily audit reports, rework adherence reports and other operational reports within defined TAT.
• Prepared and released MTD reports within TAT.
• Assigned work orders and consolidated work-order status at the end of the shift.
• Worked closely with Operations and Training teams to ensure consistent process understanding and execution.
• Supported process improvement initiatives by identifying recurring errors and developing documentation/templates to reduce process variation.
• Fostered a collaborative and performance-oriented team environment through regular communication and engagement.

Quality Analyst – Business Excellence at GeBBS Healthcare Solutions (2022-01 – 2024-10)

• Performed quality audits for US Healthcare RCM processes with focus on accuracy, process adherence, documentation and client-specific guidelines.
• Reviewed employee performance and identified quality gaps, recurring errors and opportunities for process improvement.
• Analysed error trends and communicated findings to Operations and Training teams.
• Conducted feedback and coaching sessions to address individual quality gaps and improve process compliance.
• Conducted call audits and provided structured feedback on process knowledge, communication and adherence.
• Prepared and published daily and periodic quality reports and maintained quality trackers.
• Conducted refresher training and process updates based on audit findings and recurring denial/error trends.
• Participated in calibration and quality discussions to promote consistency in audit interpretation.
• Supported new-hire training and knowledge enhancement initiatives.
• Assisted Operations teams with process-related clarifications and client guideline updates.
• Created and updated documentation templates to simplify workflows, reduce errors and improve process consistency.
• Worked with cross-functional teams to identify process gaps and implement corrective actions.
• Supported client requirements by maintaining process documentation, trackers and workflow updates within defined TAT.
• Contributed to initiatives focused on improving quality, reducing errors and strengthening process adherence.

Senior AR Representative – Revenue Cycle Management at GeBBS Healthcare Solutions (2019-12 – 2022-01)

• Managed Accounts Receivable activities for US Healthcare clients, including account review, follow-up and resolution of outstanding claims.
• Worked on aged accounts and prioritized accounts based on aging, dollar value, payer and claim status.
• Analyzed claim status, payer responses and denial information to determine appropriate follow-up actions.
• Identified recurring denial and account issues and escalated complex cases for resolution.
• Maintained accurate account documentation and followed client-specific processes and guidelines.
• Worked toward achieving assigned productivity, quality and TAT requirements.
• Coordinated with internal teams to resolve claim-related issues and improve account resolution.
• Supported process updates and assisted team members with account-related queries.

Senior Quality Analyst at Ascent Business Solutions (2018-02 – 2019-10)

• Conducted quality audits of RCM transactions to evaluate accuracy, compliance and adherence to process guidelines.
• Identified quality defects and recurring error patterns through audit analysis.
• Provided feedback and coaching to employees to improve quality performance.
• Conducted refresher training based on audit findings and process updates.
• Prepared quality reports and communicated performance trends to Operations.
• Supported process improvement initiatives and documentation updates.
• Worked with team members to resolve process-related queries and improve overall quality performance.

AR Caller – Revenue Cycle Management at Apollo Health Street (2010-02 – 2013-10)

• Performed AR follow-up for US Healthcare accounts and worked on outstanding claims.
• Contacted insurance payers to obtain claim status and payment information.
• Reviewed account and claim information and performed appropriate follow-up based on payer responses.
• Documented follow-up activities accurately in the applicable billing systems.
• Worked on aging accounts and followed process guidelines to support timely resolution.
• Maintained productivity and quality requirements while handling assigned AR accounts.

Bachelor of Business Administration (BBA)

Intermediate in MPC

Secondary School – Carmel Giri Convent High School