GAUTHAM M
Chennai
Summary
Dynamic and results-driven Operations Manager with a proven track record of over 12 years in the healthcare industry, specializing in RCM Services. Adept at leading high-performing teams to optimize revenue cycle processes and drive operational excellence. Skilled in implementing strategic initiatives to enhance efficiency, reduce costs, and ensure compliance with regulatory standards. Recognized for exceptional client relationship management, fostering trust and delivering tailored solutions to meet client needs. Passionate about leveraging technology and data-driven insights to drive continuous improvement and achieve organizational objectives. A collaborative leader with strong communication skills, committed to cultivating a culture of excellence and driving sustainable growth in a fast-paced environment.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Manager of Operations
DIGICLARITY GLOBAL SOLUTIONS
Chennai
07.2022 - Current
- Lead and oversee all aspects of Operations and Client Services.
- Implement strategic initiatives to streamline processes, improve efficiency, and ensure compliance with industry regulations.
- Manage a team of professionals to deliver high-quality services and exceed client expectations.
- Foster strong client relationships through effective communication, problem-solving, and proactive support.
- Analyze performance metrics to identify areas for improvement and implement corrective actions.
- Collaborate with cross-functional teams to drive continuous improvement and achieve organizational goals.
- Developed and implemented operational policies and procedures to ensure efficient business operations.
- Maintained effective communication between staff members by providing guidance on tasks and projects or addressing any concerns they may have had about their work environment or job duties.
BPO Supervisor - Transition & Operations
NTT DATA IPS PVT.LTD.
Chennai
05.2020 - 02.2022
- People Management, Attrition Handling, Employee Retention and Capacity Utilization
- Handling the Team of 120 members
- Managing new project transition
- Oversee Billing and AR Department to ensure that we are maintaining the SLA's and Standards
- Day to Day Interaction with Client and responding to Client queries within TAT
- Preparing and presenting all the Standard Reports (MBR, Ops Deck, Contra Compliance, AE Reports, AR Dashboard, QDB Dashboard, CAPA Log, Monthly Invoice, CQIP and other ADHOC Reports) to Upper Management and Client
- Daily Internal Meetings with the Director on the Team's Performance and Process Improvisation
- Suggesting and analyzing all possible automations for FTE Savings
- Creating Training Documents and SOP for the Team
- Providing Client Specific Training to the Team on the Updates and Protocols.
Client Service Manager
QWAY TECHNOLOGIES PVT.LTD.
08.2018 - 04.2020
- New Client Onboarding and Transitioning Existing Client
- Setting up the Account and all the workflow for the Client
- Develop, maintain and oversee all billing process of the client
- Oversee all the Departments and ensure that we are maintaining the SLA's and Standards
- Day to Day Interaction with Client and responding to Client queries within 24 Hrs TAT
- Maintaining KPI Metrics to standardize the health of the practice
- Creating SOP and Cheat Sheet for the Team
- Providing Client Specific Training to the Team on the Updates and Protocols which needs to be followed
- Preparing all the Standard Reports (Outstanding AR, Day Sheet, Billing, Posting and other (ADHOC Reports)
- Internal Meetings with the Leads and Supervisors on the Team's Performance and Quality.
Account Manager
VBH ENTERPRISE
12.2016 - 06.2018
- Develop, maintain and oversee all billing process of the client
- Assist with implementation of new projects, forms a team and assigning resources based on the requirements
- Sending SWOT Table Analysis Report on New project to the Management
- Assists in the development and revision of operational policies and procedures that facilitate efficient workflow
- Develops an understanding of the workflows, procedures and specific criteria for each assigned client
- Sending Reports (AR Dash Board, Executive Summary, Payment, Charge transmission, Forecast) to clients in Weekly, Bi-weekly and monthly based on their requirements
- Responds to client email in a timely manner and ensures that the acknowledgement mail on daily updates is sent to Client and Management
- Team Handling and People Management
- FTE Calculations, Planning and Utilisation of Resources in an effective way
- Helping team to Identify Global Issues and providing resolutions
- Plan and implement quality assurances for all processes
- Staffing discussions, planning interviews and Team building.
Asst.Manager - Operations
BILLEDRIGHT HEALTHCARE
03.2015 - 11.2016
- Plans, monitors, direct and evaluate Associates production on a daily basis
- Ensures that daily schedules are met and communicates with Director, and Associates Operations if situations occur that hinder meeting deadlines
- Identifies day to day operational priorities and other work flow issues; adjusts Associates and other staffs as necessary to ensure a constant flow of work so that delivery schedules are met
- Emphasizes productivity goals and takes action to ensure effective and efficient use of staff is maintained
- Creatively plans for allocation of extra resources for backlogs
- Tracks performance to ensure that staff is performing within the established quality and production performance criteria
- Bring proven ability to oversee and provide support and/or direction on quality issues and also maintains technical knowledge of Associates
- Co-ordinate and follow through on the training plans for adding new trainees onto an account
- Responds to client email in a timely manner and meeting deadlines.
Sr. A.R. Executive
SOMNIA SOLUTIONS
04.2012 - 08.2013
- Worked in end to end process of Medical Billing where the process contains (Scanning patient document into EMR, medical coding, medical transcription, Demo / Charge entry, Claim Generation, Submission, and Carrier Review, Patient statement transmission, Payment posting, Day closing, Correspondence, Denial management, Patient calling, Insurance verification, Patient scheduling, claim analysis and AR follow-up)
- Generating AR report on different provider accounts, analyzing claims aged over 90 days, taking necessary action on claims and AR-follow-up on claims through calling and forwarding work orders for callers
- Accessing the denial share point and clearing the accounts
- Worked on rejections and scrubber reports
- Handled escalated calls by other callers which are more complicated.
Education
Bachelor of Arts - BCA
Alpha Arts And Science College
Chennai, India03-2011
Skills
- Project Management
- People Management
- Automations / Cost Savings
- Operations Management
- Client Relationship Management
- Revenue Cycle Management
- Process Improvement
- KPI Tracking
- Business Forecasting
- Data Analysis
- Problem-Solving
- Compliance & Regulatory Knowledge
- Strategic Planning
Certification
- PMP Certified in Simplilearn
- Certified in Advance Medical Coding (Eligible for CPC)
- Completed Six Sigma GB Training
Personal Qualifications
BCA - Alpha Arts and Science College (Madras University)
Languages
English
First Language
Tamil
Proficient (C2)
C2
Hindi
Elementary (A2)
A2
Malayalam
Intermediate (B1)
B1
Timeline
Manager of Operations
DIGICLARITY GLOBAL SOLUTIONS
07.2022 - Current
BPO Supervisor - Transition & Operations
NTT DATA IPS PVT.LTD.
05.2020 - 02.2022
Client Service Manager
QWAY TECHNOLOGIES PVT.LTD.
08.2018 - 04.2020
Account Manager
VBH ENTERPRISE
12.2016 - 06.2018
Asst.Manager - Operations
BILLEDRIGHT HEALTHCARE
03.2015 - 11.2016
Sr. A.R. Executive
SOMNIA SOLUTIONS
04.2012 - 08.2013
Bachelor of Arts - BCA
Alpha Arts And Science College
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