ANAND CRISPIN
Summary
Results-driven Healthcare RCM Operations Leader with 18+ years of experience managing client operations, team performance, quality, and service delivery across India and UAE. Proven expertise in leading high-performing teams, improving SLA and KPI adherence, handling escalations, and driving operational efficiency within customer- focused environments. Strong background in coaching frontline teams, managing workforce performance, improving first-touch resolution, and ensuring delivery excellence in fast-paced healthcare operations. Recognized for building collaborative teams, enhancing customer satisfaction, and driving continuous process improvements.
Overview
19
19
years of professional experience
Work History
Business Operations Manager
Baden BPO & Software LLC
Dubai
09.2024 - 05.2026
- Managed end-to-end US Revenue Cycle Management (RCM) operations, overseeing claims processing, denial management, billing, and accounts receivable workflows for healthcare clients.
- Led cross-functional collaboration between operations, quality, and client teams to streamline processes and reduce claim turnaround time by 25%.
- Monitored operational KPIs, identified improvement opportunities, and implemented process enhancements to increase productivity and service quality.
- Strengthened client and stakeholder relationships by ensuring timely issue resolution, high service standards, and consistent operational support.
- Maintained operational documentation, compliance, and performance reporting, ensuring audit readiness and adherence to organizational standards.
- Drove continuous improvement initiatives focused on operational efficiency, cost optimization, and customer satisfaction.
Senior Quality Analyst (Remote)
Beqisoft Technologies Pvt. Ltd.
Bangalore
09.2022 - 02.2024
- Analyzed 100+ monthly customer feedback records and service interactions to identify quality gaps, contributing to a 15% improvement in service consistency.
- Reviewed 50+ weekly client communications across CRM, ticketing systems, and email channels, ensuring 95%+ compliance with defined quality standards.
- Conducted root-cause analysis on escalations, reducing repeat issues by approximately 20% through corrective action plans.
- Monitored SLA adherence and supported continuous improvement initiatives, helping maintain SLA performance above 97% and improving overall client satisfaction scores.
Senior Group Leader - Operations
Access Healthcare Services Pvt. Ltd.
Chennai
11.2014 - 04.2022
- Led cross-functional teams of 60–75 members delivering client service operations and projects on time and within budget.
- Managed end-to-end service delivery for multiple client accounts, consistently meeting 95%+ SLA and quality benchmarks.
- Acted as primary escalation point for high-impact client issues, resolving critical escalations within defined SLAs and stabilizing client relationships.
- Conducted performance reviews, goal setting, and coaching, improving individual productivity and team performance by ~20%.
- Designed and delivered structured training programs for new hires and existing staff, reducing ramp-up time by ~30%.
- Fostered a collaborative and inclusive culture, contributing to improved employee engagement and lower attrition rates.
Group Coordinator
Miramed Ajuba Solutions Pvt. Ltd.
Chennai
05.2007 - 07.2014
- Coordinated meetings and training sessions to enhance service consistency and professionalism across teams.
- Organised training sessions focused on skill enhancement to improve team capabilities and knowledge.
- Facilitated communication among teams and management to support client-facing operations.
- Maintained high standards of professionalism through effective communication and respectful interactions with colleagues and clients.
Education
Bachelor of Arts - History
The New College
ChennaiSkills
- Client & Stakeholder Management
- Revenue cycle management
- Customer Success & Retention
- Operations & Service Delivery
- Quality management
- Vendor management
- Escalation & Issue Resolution
- Workflow optimisation
- Team Leadership & Training
- CRM, Ticketing & Reporting Tools
Custom
- Work Experience: UAE | India | Remote
- Strengths: Business Operations, Client communication, Escalation management, Process improvement, Team leadership
Timeline
Business Operations Manager
Baden BPO & Software LLC
09.2024 - 05.2026
Senior Quality Analyst (Remote)
Beqisoft Technologies Pvt. Ltd.
09.2022 - 02.2024
Senior Group Leader - Operations
Access Healthcare Services Pvt. Ltd.
11.2014 - 04.2022
Group Coordinator
Miramed Ajuba Solutions Pvt. Ltd.
05.2007 - 07.2014
Bachelor of Arts - History
The New College