Team Lead - ECOSMOS INDIAN PVT LTD
(2025-08)
- Direct daily US Provider and Payer operations across the various departments (Eligibility, AR Follow up, Denials and Prior Authorization).
- Managed 32 FTEs across all aging buckets (30-120+ days); successfully drove down AR 90+ aging to under 10% and overall Denials below 7%.
- Delivered regular KPI reports, Waterfall summaries, and Aging Summary metrics to senior leadership to guide strategic resource allocations.
- Managed client escalations regarding high-dollar patient billing disputes, answering queries directly via email to optimize resolutions.
- Coordinate with team members to resolve complex issues related to denials, prior authorization, and eligibility and benefits workflows.
- Programmed Excel Macros and Power Automate workflows to generate daily trend insights, decreasing administrative overhead.
- Monitor core operational parameters including Inbound Call Performance, AHT, Hold Time, and Daily Interval Volumes.
- Led weekly denial trend syncs to introduce correctives, and spearheaded regular standard operating procedure (SOP) evaluations.
- Conduct monthly performance appraisals and pipeline mapping to smoothly manage intra-day queues and process health.
Delivery Lead - OMEGA HEALTHCARE MANAGEMENT SERVICES
(2024-10 - 2025-05)
- Directly supervised 40 FTEs, guaranteeing timely clearance of seasonal Eligibility and Benefits project pipelines.
- Tracked daily capacity utilizing ProHance (TMS) software, resulting in optimal workforce scaling with zero team attrition.
- Standardized cross-shift Handover Reports to reduce processing delays and maximize client contractual compliance.
- Organized knowledge assessment programs to validate team baseline process capabilities and identify individual coaching paths.
- Implemented Macros to automate specific reports and ensure smooth operational flow.
Quality Controller / Sr. Process Associate - AVAILITY INDIA PVT. LTD.
(2019-01 - 2024-12)
- Handled operational auditing for a team of 20 FTEs working on complex claim rejections, denials management, and EDI enrollment configurations.
- Partnered with internal development squads to prototype data validation models and implement efficient tools, boosting team-wide production accuracy.
- Tracked critical aged claim queues, personally monitored up to 120 calls daily across multiple lines of business, and maintained seamless operations in the absence of Quality Analysts.
- Spearheaded a process optimization initiative that reduced call management time, directly improving efficiency and customer satisfaction.
- Outlined and executed a comprehensive training program for newly onboarded associates, significantly raising day-30 first-call resolution (FCR) levels and team performance.
Senior Accounts Receivable Executive - VEE TECHNOLOGIES PVT. LTD.
(2017-01 - 2019-12)
- Guided a pod of 3 FTEs focusing on complex payer rejections, denial management, and targeted patient outreach accounts.
- Monitored the initial output of new associates and provided tailored phone etiquette and tactical negotiation training.
- Optimized specific insurance clearinghouse rules to minimize the turnaround times on recurring re-billing cycles.
Executive – RCM (AR) - OMEGA HEALTHCARE MANAGEMENT SERVICES
(2015-01 - 2016-12)
- Led a microteam of 4 FTEs to maintain full compliance, achieving a 100% data processing quality rating within 6 months.
- Provided tactical walk-throughs and real-time guidance to newer associates struggling with complex claim adjudications.
