Summary
Overview
Work History
Education
Skills
Certification
Languages
Accomplishments
Timeline
Generic

AROKIA VINOLYA

Hyderabad

Summary

Service Delivery Manager with extensive experience at Optum Global Solutions, specializing in performance management and data analysis. Led a team of 180 coders, driving improvements in customer satisfaction and operational efficiency. Achieved recognition for enhancing employee engagement and delivering quality results through strategic communication and training initiatives.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Service Delivery Manager

Optum Global Solutions
Hyderabad
03.2024 - Current
  • Responsible for leading a team of 180 certified quality specialists who validate medical records and append codes based on CMS Risk Adjustment guidelines.
  • Manage both the New and Unique audit and Internal audit teams.
  • Coordinate with onshore partners to test and implement a new audit process, which helps to provide direct feedback to the coders in the tool.
  • Managing end to end operations of new audit process, Coder QA
  • Communicate with onshore partners to resolve quality-related issues.
  • Communicate daily deliverables to the Deputy and Assistant Managers, and ensure the team is meeting the client expectations.
  • Planning, monitoring, appraising, and reviewing the performance of the span.
  • Responsible for managing the monthly scorecard of the entire audit span.
  • Led daily team meetings to review performance metrics and address operational challenges.
  • Monitored team performance, identified areas for improvement, and provided feedback and coaching.
  • Developed and implemented strategies to improve customer quality standards.
  • Discussing employees' performance appraisals; addressing employee performance and corrective action plans; employee motivation and rewards.
  • Identifying knowledge gaps and training needs of the coders, and suggesting appropriate training to improve the performance of the team.
  • Member of the recruitment panel selecting suitable candidates for the project based on success-factor interviews.

Deputy Manager

Optum Global Solutions
Hyderabad
03.2021 - 02.2024
  • Responsible for leading a team of 80 certified coders who review medical records and append codes based on CMS Risk Adjustment guidelines.
  • Analyzed performance metrics to identify areas for improvement and optimization.
  • Monitored daily operations and ensured compliance with company policies and regulations.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Resolved employee inquiries and issues, fostering a positive workplace culture.
  • SME support to quality initiation, Qlick2Learn, FTR improvement plans

Assistant Manager

Optum Global Solutions
Hyderabad
11.2015 - 02.2021
  • Responsible for leading a team of 30 certified quality specialists who play a critical role in validating HCC codes that are submitted to CMS.
  • Maintain the productivity and quality metrics of the team.
  • Established quality framework to audit the auditors
  • Successfully running various quality initiatives and projects, which included.
  • Focused training on areas of error.
  • ICD 10 training program
  • Coder Connect- Coder engagement program, focused group conversations to understand pain areas
  • Knowledge base creation – exhaustive knowledge base creation and maintenance of SOPs.
  • Developing individual growth opportunities for the team members, and driving quality results.
  • Being involved in various analyses, identified the training needs and arranged appropriate trainings to the coders on timely basis
  • Member of Recruitment panel selecting suitable candidates for the project based on face-to-face and written interviews
  • RESPONSIBILITIES HANDLED IN OPERATIONS:
  • Was involved in project stabilization and successfully completed the project before the client deadline with excellent quality results
  • Publishing various reports like Daily production, CPH & Headcount report to onshore partners
  • Was involved in Inventory Management for the entire team and coordinated with onshore for inventory assignments, priorities & other concerns
  • Completed Lean certification for reducing the aging charts for the team, People Champion award, Best Manager award and Best Team award

Expert coder

Apollo Health Street Private Ltd
Hyderabad
01.2006
  • Training new batches on Radiology, E&M, ICD 9 CM and CPT
  • Auditing, Quality check of diagnosis and procedures into the online coding system
  • Coding diagnosis and procedures into the online coding system

Education

MBA -

Osmania University
Hyderabad

Bachelors - Commerce

Osmania University
Hyderabad

Diploma - Nursing Assistant

Mother Teresa University
Kodaikanal

Skills

  • MS Office and Excel Excellent
  • Performance management
  • Employee engagement
  • Process improvement
  • Effective communication
  • Data analysis

Certification

  • 2010-05 Certified Coding Specialist (CCS)
  • 2007-12 Certified Professional Coder (CPC)

Languages

English, Hindi, Tamil, Telugu

Accomplishments

    People Champion award, Best Manager award and Best Team award

Timeline

Service Delivery Manager

Optum Global Solutions
03.2024 - Current

Deputy Manager

Optum Global Solutions
03.2021 - 02.2024

Assistant Manager

Optum Global Solutions
11.2015 - 02.2021

Expert coder

Apollo Health Street Private Ltd
01.2006

MBA -

Osmania University

Bachelors - Commerce

Osmania University

Diploma - Nursing Assistant

Mother Teresa University

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AROKIA VINOLYA