John Britto

US Healthcare RCM professional with 7.5+ years of experience in Accounts Receivable, Denial Management, Hospital Billing and Professional Billing. Experienced in leading and coaching 40+ FTEs through OJT, assessments, quality improvement, productivity analysis and performance coaching. Strong exposure to client calls, escalations, audits, reports and process meetings, with a focus on identifying trends, correcting process deviations, reducing quality errors and improving productivity.

Process Coach – AR - AGS Health Pvt. Ltd. - Chennai, Tamil Nadu

(2018-11)

• Lead and coach a 40+ member team supporting US Healthcare Accounts Receivable and Denial Management operations.
• Conduct OJT training, assessments and refresher/feedback sessions for new and existing associates.
• Analyze weekly quality data, feedback and assessment results to identify top recurring team errors and provide targeted corrective coaching.
• Conduct quality improvement training based on identified quality errors and recurring process gaps.
• Analyze productivity trends and performance gaps and provide focused coaching/actions to improve team productivity.
• Train new associates through structured OJT sessions and provide floor support during transition to production.
• Handle client calls, escalations, audits, reports and process meetings with timely follow-up and clear communication.
• Identify recurring process deviations, workflow issues and error trends; support corrective actions to improve productivity and reduce quality errors.
• Drive root-cause and trend analysis for recurring issues and coordinate process clarifications/corrective actions with stakeholders.
• Monitor quality, productivity and SLA/KPI performance and communicate trends, gaps and action plans to leadership.
• Use EPIC and Waystar for account review/workflow activities and Excel, PowerPoint and Outlook for analysis, reporting and communication.
• Collaborate with leadership and stakeholders on process clarifications, operational issues, escalations and continuous improvement.
• Use weekly feedback and assessment outcomes to identify recurring quality gaps and focus coaching on the team's highest-impact errors.
• Translate quality findings into practical refresher and quality-improvement sessions for associates.
• Identify productivity trends and workflow bottlenecks and recommend corrective actions to support consistent output.
• Support new-joiner readiness through structured OJT, assessments, floor support and feedback.
• Coordinate with leadership and stakeholders on escalations, audit observations, process clarifications and recurring deviations.
• Participate in process meetings and prepare operational reports using relevant quality and productivity data.
• Promote adherence to standard procedures by identifying deviations, clarifying process expectations and reinforcing controls.
• Support continuous improvement by connecting quality, productivity and process trends to targeted coaching actions.

B.Sc. - Physics - Loyola College, Chennai (2018)