Prabha Narayan
SME - Insurance Operations | US Healthcare Domain
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About
Experienced operations leader with 6+ years in US Healthcare Insurance Claims. Proven ability to lead teams of 20+, maintain 98% SLA compliance, and implement process improvements that reduced turnaround time by 10% and boosted efficiency by 12%. Skilled in client engagement, audits, RCA & CAPA, and reporting using Power BI and Advanced Excel.
Seeking Team
Lead roles to drive operational excellence and team performance.
Experience
SME (Process Specialist) at Cognizant Technology Solutions (2019-09 – 2026-02)
- Led a team of 20+ associates, consistently maintaining SLA compliance at 98% through proactive monitoring and workflow optimization.
- Trained and mentored 30+ new joiners, reducing escalations by 15% and improving productivity by 20%.
- Enhanced SOPs and deployed automation initiatives, achieving a 10% reduction in turnaround time and a 12% improvement in operational efficiency.
- Partnered with cross-functional teams and participated in client calls.
- Support process transitions, knowledge transfer activities, and stabilization efforts.
- Enhanced team productivity through performance tracking, coaching, feedback, and continuous improvement initiatives.
- Oversee onboarding, training, mentoring, and performance management of associates.
- Supported training for new associates and provided process clarifications as SME, reducing onboarding time by 10%.
Senior Process Executive at Cognizant Technology Solutions (2019-01 – 2021-12)
- Processed a high volume of transactions with 100% accuracy, meeting client-defined SLAs.
- Delivered exceptional customer satisfaction by resolving queries at first contact.
- Ensured compliance with business controls and regulatory requirements.
- Communicated effectively with clients and end-users to clarify and resolve issues.
- Maintained strict compliance with utilization of management regulations and company policies.
- Supported continuous improvement initiatives to enhance efficiency and accuracy in claims processing.
Education
M.Sc in Information Technology – Madras University
B.Sc in Computer Science – Prince shri Venkateshwara Arts and science college
