Joey Fernandez

Experienced operations and client service professional with 20+ years in healthcare BPO, team leadership, and call center management across US, UK, and Australian sectors. Skilled in patient calling, provider scheduling, benefits coordination, AR billing, and quality control. Proven ability to lead teams, manage client relationships, and drive process efficiency. Technically proficient with a background in printing and visual applications.

Assistant Manager - Global Adjustments Pvt Ltd - Pan India (Delhi, Pune, Mumbai, Hyderabad, Bangalore and Chennai)

(2025-06 - 2026-02)

Handling PAN India operations - A centre point of contact for multiple locations.

• Assigning initiations to consultants
• Interacting with SIRVA on their requirements
• Handling FRRO work at the FRRO office

Assistant Manager – Provider Scheduling & Soft Collections - Imagnum Healthcare Solutions

(2025-04 - 2025-06)

Handling a US-based client with 12 doctors.

• Responsible for provider scheduling, confirmation, and soft collections
• Team monitoring and coordination with 26 members
• End-to-end client handling and issue resolution

Assistant Manager – Patient Calling Department & Benefits Coordination - Billed Right Healthcare Solutions

(2019-10 - 2025-03)

• Managed operations for 73 clients and their doctors
• Team monitoring, client interaction, doctor query handling
• Trained new agents in call ethics and performance
• Managed escalations and maintained detailed reports
• Oversaw eligibility verification, in-network and out-of-network coordination
• Provided professional support to team members
• Ensured timely and quality delivery of tasks

Manager – Marketing - Nelcast Pvt Ltd

(2019-05 - 2019-12)

Automotive Industry (Iron Castings).

• Client servicing and coordination with foundry on quality
• Stock taking and report generation

Senior Call Center Executive / Lead Quality Analyst - Ajuba Solutions

(2011-05 - 2019-04)

• Radiology claims analysis (MEDDATA)
• Medical debt collections (LRS), AR Billing (HMS)
• Lead quality analyst: Call QC, documentation, voice/accent feedback
• Created daily, weekly, and monthly quality reports

Day Shift Manager – US Shift - Maxim Liberty

(2008-07 - 2011-05)

• Appointment setting for US attorneys
• Client servicing, reporting, and people management

Operations Manager - Netstar BPO

(2007-08 - 2008-05)

Company closed down.

• Handled full call center operations
• Team briefings, training, IT troubleshooting, client reporting
• Maintained quality and performance tracking

Production Manager - Merrill Technology Services India Pvt Ltd

(2007-03 - 2007-08)

Managed a team of 75+ in financial printing and documentation.

• Client communication, staffing, and meeting strict deadlines

Operations Manager - Pegasus Telecom Services Pvt Ltd

(2006-01 - 2007-03)

Managed 25 agents in B2B, B2C, and inbound operations.

• Daily team briefings, IT coordination, client follow-ups
• Daily performance documentation and reporting

Campaign Manager - Infotronics Pvt Ltd

(2003-05 - 2005-12)

Progressed from CCR to Campaign Manager. Worked across US, UK, and Australian campaigns.

• Appointments, surveys, sales, and telecom campaigns
• Team and campaign management, client communication, and IT troubleshooting

Medical Billing Executive - Imagine Technologies

(2002-07 - 2003-04)

Provided backend customer support for US-based healthcare billing.

Junior Call Center Executive - Verimed Services Pvt. Ltd.

(2000-11 - 2002-07)

MNC.

• Handled customer support and medical claims verification

Client Servicing Executive - Chayaa Advertising

(1999-07 - 2000-10)

Ensured client satisfaction and advertising service delivery.

Showroom Sales Executive - Jackson's Furniture

(1996-07 - 1998-05)

Production Support - Chandamama Publications

(1994-06 - 1995-06)

Assisted in color separation, registration, and print quality control.

Diploma - Printing Technology (Specialized in Offset Printing) - Salesian Institution of Graphic Arts (SIGA)

Diploma - Visual Applications - Colt Computers