Prabha Narayan

SME - Insurance Operations | US Healthcare Domain

Talent

ChennaiMember since August 31, 2026

Process requirementsService Delivery ManagementTeam LeadershipProcess Documentation & SOP DevelopmentProcess ImprovementTransition ManagementPerformance ManagementQuality Assurance & ComplianceTraining & DevelopmentSLA & TAT ManagementProductivity EnhancementResource AllocationCoaching & MentoringReporting & AnalyticsContinuous ImprovementPower BIMS Power pointAdvanced ExcelSQL

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Process requirementsService Delivery ManagementTeam LeadershipProcess Documentation & SOP DevelopmentProcess Improvement

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.