AMIT KUMAR KHATRI
Senior Manager
Noida
Summary
Versatile Senior Manager specializing in US Healthcare, P&C Insurance, Project Management and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Overview
18
18
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Senior Manager
Genpact
Noida
02.2022 - Current
- Lead a team of 100+ staff for Property & Casualty Insurance Vertical
- Provided strong leadership to enhance team productivity and morale.
- Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Developed proposals and presentations for internal and external audiences.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Design and deploy strategies for controlling attrition in lieu of the market trends through tactical thinking
- Enduring high performing teams: review BQMs and weed out non-performers
- Talent Movement & Job Rotation: every employee to be at least 2 roles competent
- Track the progress of Front Line Managers (FLM) engagement with their staff: HR intervention through FLM Coaching framework
- Succession planning: design and deployment of strategies exercising existing assessment centers, LA training workshops, etc.
- Create a skill-directory for each LOB for effective expansion and venturing new businesses smoothly
Service Delivery Manager
Optum Global Solutions
Gurgaon
03.2020 - 01.2022
- Supervised operations of 24-hour staffed by 200+ team members.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Coordinated new hire recruitment, training and development.
- Handling third party business for EOB Conversion and OCR template creation
- Driving 2020 Initiatives for my leaders on Continuous Improvement and Outlier Management
- Managed and directed supervisors, reviewed operations, and established objectives within my department
- Driving Cost Reduction Agenda in the Processes with Automation Opportunities, Productivity Enhancement Opportunities and Cross utilization of resources
- Oversaw 100% compliance of meeting SLA's and KPI's in accordance with master services
- Relationship management of all key clients in a challenging environment, including senior stakeholders and Management
- Creation and ownership of management information reporting and quarterly business reporting
- Responsible for analyzing and uploading annual performance appraisal
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times
Deputy Manager
Optum Global Solutions
Noida
07.2016 - 02.2020
- Transition business from US to India via Webex for EOB Conversion services in March 2019, added 100 FTEs in Sept 2019.
- End to End monitoring of business from Hiring, on boarding, access, training, ramp and production
- Going on daily call with customer to talk about performance of business and if there are any help required
- Lead three teams of 100 employees in Fraud Investigation to ensure execution of service agreements at or above the customer's standards
- Maintaining a close working relationship with all departmental leadership in developing staffing strategies
- Ensure Service Level Agreements (SLAs) for the processes are met as agreed upon with the client
- Identify causes, develop action plan and resolve service delivery and / or service level issues.
- Ensure process compliance
- Attending to all employee performance problems in accordance with company’s polices and procedures.
- Maintaining projects data and preparing required reports, weekly/ monthly dashboards
- Monitoring the performances and jobs performed by team members for ensuring quality service
- Monitor compliance adherence through timely audits
Assistant Manager
Optum Global Solutions
Noida
11.2011 - 06.2016
- - Drives Basic Hygiene on the operations floor and build culture for the same
- Manage team and ensure quality and productivity targets are met and exceeded
- Motivate and engages team members and maintains attrition within thresholds
- Provide coaching and feedback to team members to enable them to improve their performance and focus on their career path and advancement within the organization
- Assist new hires such that they are productive on the floor in the shortest possible time frame
- Build systems to ensure no escalations and is prompt in responding to escalations
- Provide inputs to Leadership on process gaps that exist
- Ensure compliance with internal policies and procedures, external regulations and information security standards
- Works independently with minimal direction and is very high on execution and adherence to timelines
- Takes initiative to understand the process and keeps self-updated on the important changes in the business and the Healthcare industry
- Handles the MIS and reporting needs with accuracy and timeliness
Management Trainee
Optum Global Solutions
Gurgaon
04.2010 - 10.2011
- Lead a team of up to 15 employees in Clinical Services Intake & Fax Notification to ensure execution of SLA
- Receive Fax from providers and hospitals for Inpatient & outpatient services
- Validate and generate SRN (Service request Number) for registered nurses in US
- RN to cross verify decisions and approve hospital admissions for treatment
- Completed a Green Belt project with dollar saving of $124,296.21 on TAT Reduction
- Enhanced customer experience and hence growth of business
- Did AHM 250 certification course to enhance skills in US Healthcare
- Involved in conducting regular team meetings and individual guidance sessions
- Monitoring the performances and jobs performed by team members for ensuring quality service
Senior Associate
Optum Global Solutions
Gurgaon
07.2007 - 03.2010
- Prepare & Maintain Healthcare Plans for US Customers in Case Installation process
- Holds the credit of being Star of the Month (Aug’07, Sept’07, Oct’07, Dec’07, Mar’08, May’08 and Dec’08) by
- Worked asTrainer of 2 batches of new joiners and also conducted training sessions for the existing employees
- Subject Matter Expert and updated the staff about the process, resolved their queries, handled all stateside e-mails, attending to inventory calls, managed webex training
- Was invited for a trip to Hartford (USA) and imparted knowledge on how India Team drives extremely high quality
- Subject Matter Expert for Hartford Team, monitored them, resolved their queries and helped them in rebutting the process errors
Claims Associate
Hinduja Global Solutions (Formerly HTMT)
Bangalore
01.2005 - 06.2007
- Maintained confidentiality of patient finances, records and health statuses
- Coordinated with contracting department to resolve payer issues
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt
- Processed and recorded new policies and claims
- Followed up with customers on unresolved issues
- Traveled extensively for customer servicing, mediation and legal proceedings
Education
PGDHRM - Human Resources Management
SCDL University
Pune 01.2006 - 04.2008
BCA - Computer Application
IGNOU
Bangalore 04.2002 - 03.2005
Skills
US Healthcare
Additional Information
- Professional, Academy for Healthcare Management) & AHM 250 certified Transition of AR, BDA business from USA ( QUEST Diagnostic Services) in 2019 to India location
Timeline
Senior Manager
Genpact
02.2022 - Current
Service Delivery Manager
Optum Global Solutions
03.2020 - 01.2022
Deputy Manager
Optum Global Solutions
07.2016 - 02.2020
Assistant Manager
Optum Global Solutions
11.2011 - 06.2016
Management Trainee
Optum Global Solutions
04.2010 - 10.2011
Senior Associate
Optum Global Solutions
07.2007 - 03.2010
PGDHRM - Human Resources Management
SCDL University
01.2006 - 04.2008
Claims Associate
Hinduja Global Solutions (Formerly HTMT)
01.2005 - 06.2007
BCA - Computer Application
IGNOU
04.2002 - 03.2005
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