Sr. Team Leader - Eclat Healthcare Pvt. Ltd. - Mumbai - Hyderabad, Maharashtra
(2023-06 - 2025-03)
- Led end-to-end Hospital Billing (UB-04) Accounts Receivable (AR) operations within the US Healthcare Revenue Cycle Management (RCM) process, managing a high-performing team of 40–50 associates.
- Oversaw the complete AR lifecycle, including charge review, claim submission, payment posting, insurance follow-up, denial management, appeals, and revenue recovery to maximize collections and reduce AR aging.
- Drove operational excellence by monitoring key performance indicators (KPIs) such as productivity, quality, Average Handling Time (AHT), utilization, and turnaround time (TAT), ensuring consistent achievement of business objectives.
- Ensured strict adherence to Service Level Agreements (SLAs), client-specific guidelines, payer regulations, and organizational compliance standards.
- Conducted regular one-on-one coaching, performance reviews, and development sessions to improve employee performance, enhance engagement, and build a high-performing team.
- Managed billing accuracy by validating claim data, resolving billing discrepancies, and ensuring timely invoice processing in compliance with client and financial requirements.
- Acted as the primary client liaison for operational reviews, escalations, and service delivery, maintaining strong stakeholder relationships through proactive communication and timely issue resolution.
- Identified process gaps, streamlined workflows, and implemented continuous improvement initiatives using Lean principles and data-driven problem-solving techniques to improve efficiency and reduce rework.
- Prepared and presented daily, weekly, and monthly MIS reports, operational dashboards, and governance reviews, enabling leadership to make informed decisions and monitor business performance effectively.
Sr. Team Leader - Access Healthcare Pvt. Ltd. - Chennai, Tamil Nadu
(2023-06 - 2025-02)
- Managed physician billing operations within the US Healthcare Revenue Cycle Management (RCM) framework, leading a team of 30–35 associates to deliver high-quality AR outcomes and operational excellence.
- Managed the complete Accounts Receivable (AR) lifecycle, including insurance follow-up, denial analysis, appeals, underpayment resolution, payment reconciliation, and revenue recovery to maximize collections and minimize aging.
- Drove team performance by establishing productivity, quality, and compliance benchmarks, while closely monitoring key operational metrics such as AR aging, collection efficiency, denial trends, cash collections, and turnaround time.
- Provided leadership through performance coaching, mentoring, and capability development, conducting regular feedback sessions, quality audits, and training programs to build a high-performing and engaged workforce.
- Resolved complex payer issues involving Medicare, Medicaid, and commercial insurers, including authorization, medical necessity, coding, contractual adjustment, and timely filing denials, ensuring timely resolution and reimbursement.
- Partnered with clients, operations leadership, quality, training, and support teams to enhance service delivery, improve operational efficiency, and consistently achieve SLA and client performance expectations.
- Prepared and presented operational dashboards, MIS reports, and business reviews, leveraging data-driven insights to identify revenue leakage, optimize workflows, and support strategic decision-making.
- Spearheaded continuous improvement initiatives to streamline AR processes, reduce backlogs, enhance first-pass resolution, and improve overall team productivity and financial performance.
- Supported workforce planning by participating in hiring, onboarding, performance management, succession planning, and employee engagement initiatives to strengthen team capability and retention.
- Ensured strict adherence to HIPAA regulations, payer policies, client guidelines, and organizational quality standards while effectively utilizing EHR/EMR systems, payer portals, and reporting tools to optimize revenue cycle operations.
Team Leader - R-Tec Systems - Mumbai, Maharashtra
(2019-12 - 2023-04)
- Led end-to-end US Healthcare Revenue Cycle Management (RCM) operations across Hospital Billing (UB-04) and Physician Billing (CMS-1500), managing a team of 40 associates responsible for Accounts Receivable (AR) operations.
- Directed the complete AR lifecycle, including insurance follow-up, denial management, appeals, payment reconciliation, underpayment recovery, and AR aging management to maximize reimbursements and improve cash flow.
- Oversaw daily operations by managing work allocation, inventory, queue prioritization, and resource utilization to ensure timely claim resolution and consistent achievement of service level agreements (SLAs).
- Monitored and improved key operational metrics, including productivity, quality, collection efficiency, AR aging, denial rate, turnaround time (TAT), and overall team performance through effective governance and performance management.
- Reviewed AR aging reports, payer trends, denial patterns, and collection analytics to identify revenue leakage, implement corrective actions, and strengthen revenue cycle performance.
- Provided operational guidance for complex payer issues involving authorization, medical necessity, coding, timely filing, bundling, contractual adjustments, and underpayment denials, ensuring timely and accurate resolution.
- Led performance management through coaching, mentoring, quality audits, calibration sessions, and individualized development plans to improve employee capability, accountability, and engagement.
- Partnered with clients, Operations, Quality, Training, and cross-functional stakeholders to manage escalations, enhance service delivery, and consistently exceed client expectations.
- Managed workforce planning activities, including attendance, roster planning, shrinkage control, attrition management, and employee engagement, ensuring operational continuity and optimal staffing levels.
- Ensured compliance with HIPAA regulations, payer guidelines, client SOPs, and organizational quality standards while maintaining high levels of accuracy and process integrity.
- Championed continuous improvement initiatives focused on workflow optimization, automation, backlog reduction, and operational efficiency, resulting in improved collection rates, reduced AR days, lower denial volumes, and enhanced client satisfaction.
Sr. Team Leader - INFINX Health Services - Mumbai - Hyderabad, Maharashtra
(2012-12 - 2017-01)
- Led a team handling Accounts Receivable (AR) operations within the US Healthcare Revenue Cycle Management (RCM) process.
- Oversaw insurance follow-up, denial management, appeals, productivity and quality monitoring, SLA adherence, team coaching, client communication, MIS reporting, and implementing process improvements to maximize collections and reduce AR aging.
- Managed daily RCM processes such as charge entry, claim submission, payment posting, AR follow-up, and denial management.
- Led senior associates, team coaches, AR specialists, and trainees, ensuring productivity and accuracy.
- Acted as the point of contact for clients, addressing concerns and ensuring service quality.
- Ensured adherence to HIPAA, payer guidelines, and internal quality standards.
- Supported process improvements, automation, and efficiency initiatives to reduce denials and improve collections.
Sr. AR Associate - Ge-BBS Healthcare Solutions - Mumbai, Maharashtra
(2010-07 - 2012-12)
- Managed end-to-end Accounts Receivable (AR) follow-up with insurance companies to ensure timely claim resolution and reimbursement.
- Handled complex denials and appeals, preparing documentation and resubmitting claims to maximize collections.
- Monitored and analyzed AR aging reports, highlighting high-risk accounts and reducing outstanding balances.
- Ensured strict compliance with HIPAA and payer regulations, maintaining accuracy and confidentiality in all processes.
- Collaborated with billing and coding teams to identify root causes of denials and implement corrective actions.
- Maintained detailed records of payer communication and claim status for transparency and audit readiness.
- Mentored junior AR associates, offering guidance on complex cases and best practices.
- Contributed to process improvement initiatives, reducing AR days and enhancing operational efficiency.
