Ajeet Anand

The National Health Authority is an apex body set up for the implementation of two flagship schemes, AB – PMJAY and ABDM.

Ayushman Bharat PM-JAY is the largest health assurance scheme in the world, which aims at providing a health cover of Rs. 5 lakhs per family, per year, for secondary and tertiary care to poor and vulnerable families.

The Ayushman Bharat Digital Mission (ABDM) aims to develop the backbone necessary to support the integrated digital health infrastructure of the country. It aims to bridge the existing gap among different stakeholders in the healthcare ecosystem through digital highways.

KRA’s:

Process Excellence

• Support process excellence initiatives, and drive improvement projects in a complex and fast-paced environment, adhering to regulatory requirements.
• Work closely with the service provider and leadership team to identify end-to-end improvement opportunities, drive standardization practices, and ensure strict compliance in internal, customer, and client-defined processes.
• Monitoring of audits carried out by Quality Analysts at the service provider and providing coaching (Audit the Auditor).
• Conducting quality and compliance checks/audits on the quality audit form, and conducting analysis to eliminate the errors.
• Delivering and providing regular feedback and coaching to enhance the process, and ensure maximum quality output received from teams.
• Understanding the beneficiary and human-centric designs via a sentiment analysis tool, and driving constant improvement to enhance the beneficiary experience.
• Manage bottom quartile performers to improve process performance.
• Liaising with the IT team during the Change Requests life cycle: Identify, Evaluate, Plan, UAT, Live Production.
• Support in the development of a capacity-building module, structure, and schedule, and impart training to states.
• Ensuring adherence to operational policies and processes, monitoring their implementation, and initiating corrective action.
• Manage inquiry and eligibility-related grievances across PAN India for effective resolution.
• Stakeholder Management.
• Capacity building of the states on the use of the portal, guidance document, critical performance indicators, etc.
• Promote an intervention and methods, initiatives, to improve communication across units and disciplines.
• Prepare data-driven weekly and monthly progress reports for stakeholders' review.
• Documents Creation
• Maintenance of Knowledge Management and Learning Management Systems for access to National and State Health Agencies (SHAs).
• Assist with quality service standards, and create process notes, SOPs, and process guidelines for smooth beneficiary engagement with hospitals, SHAs, and CSCs.
• Vendor Management
• Ensure that the service provider team follows established procedures for each service, adhering to agreed KPIs, Service Level Agreements, and Quality Standards, to maximize beneficiary satisfaction.
• Monitor key performance indicators, and other deliverables of the service provider.
• Successful and smooth transition of Call Center Quality from one service provider to another.
• Key Achievements:
• Set up the Quality Assurance and Training processes for the National Health Authority.
• Successfully transitioned the call center business of the National Health Authority from one service provider to another.

• Enhanced customer satisfaction by conducting root cause analyses and implementing corrective actions for reported issues
• Facilitated workshops to improve communication and collaboration among departments, enhancing the effectiveness of quality assurance processes.
• Conducting Training on Different products and processes
• Regular Audit and feedback along with the Deepcheck, Huddles session
• Participating in Regular calibration session.
• Developed and delivered comprehensive training programs for new quality analysts, fostering skill advancement and operational excellence.

• Provided regular updates/Feedbaks to the Academic Counselor on quality metrics by communicating consistency problems, or production deficiencies.
• Providing quality feedback regularly in terms of understanding the knowledge of the AC, along with arranging dipstick, briefing, and huddle sessions with the team, and participating in calibration with the client.
• Conduct a root cause analysis to identify process gaps, and prepare an action plan for the same.
• Working with project teams to write and test new SOPs for new processes and established processes.
• Working closely with cross-functional teams to make the process efficient and develop new KPIs.
• Guiding the support staff on the implementation of new processes by conducting process knowledge tests, workshops, and calibrations.

• Call Monitoring (Process: Axis Bank - Credit Cards)
• Feedback, counseling, and team briefing, along with attending calibration sessions with clients.
• Preparing reports on a weekly/monthly basis.
• Taking dipsticks and huddles with the agents to ensure the recent updates.
• Provided regular updates to team leadership on quality metrics, communicating consistency problems, or production deficiencies with quality and production leadership.
• Developed monthly, end-of-quarter, and other statistical reports, including analysis for the leadership team and for quality improvement program outcome studies.

• Call Monitoring (Inbound & outbound)
• Feedback, counseling, and team briefing, along with attending calibration sessions with clients.
• Preparing reports on a weekly/monthly basis.
• Taking dipsticks and huddles with the agents to ensure the recent updates.
• Provided regular updates to team leadership on quality metrics, communicating consistency problems, or production deficiencies with quality and production leadership.
• Received Employee of the Month award for the month of August 2017.