Jesu Benner S
Quality Assurance
Chennai
Summary
Results-oriented leader with expertise in outstanding balances, invoicing, document control, Effective at managing different departments and new hires to accomplish business goals. Detail-oriented and efficient, able to encourage staff and form strong relationships, with strengths in candidate training, as well as project and time management responsibilities and challenges.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Supervisor - Quality
AGS Health
Chennai
01.2023 - Current
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Maintained database systems to track and analyze operational data.
- Educated staff on organizational mission and goals to help employees achieve success.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Created and managed project plans, timelines and budgets.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Collected, arranged, and input information into database system.
- Gathered, organized and input information into digital database.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Evaluated customer needs and feedback to drive product and service improvements.
- Generated reports detailing findings and recommendations.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Developed and implemented customer service policies to enhance satisfaction.
- Boosted team performance by developing customer service training materials and conducting service training.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Maintained compliance with company policies, objectives, and communication goals.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Evaluated employee performance and coached and trained to improve weak areas.
- • Hands on experience in working as a mentor with a head count of 3 Team leads with 24 QCAs
- • Handling quality team for 3 different process with 273 FTE overall
- • Conducting 1:1 meeting with Team leaders on their performance metrics on monthly basis.
- Increasing the efficiency and focus on revenue based on CPA and RPA
- Handling the team Attrition and Shrinkage
- Focus the bot efficacy and working with automation to improve efficiency
- Taking care of all client emails and escalations
- Taking care of weekly and Monthly client calls
- Preparing various reports and distribution to Senior Leadership team
- Reviewing structured problems, selecting, and applying standards and guidelines
- Monitoring the activities such as Calibration, ATA, QIP, Focus audit, Inventory review, AR aging
- Focus the team on the task at hand or the external and internal customer requirements
- Assure that the team addresses all relevant issues with specified time lines as per given standards
- Identifying trends to prepare possible resolution and to prevent maximum defects
- Providing guidance to the team based on the management directions
- Audit planning and control, process monitoring with quality audits, assignment and review of checklist
Team Leader – Quality Assurance
Access Healthcare Services Pvt. Ltd.
12.2020 - 01.2023
- Daily interactions with external and internal stakeholders
- Being a subject matter expert to operations team
- Handled 9+ clients and above 30 QAS and managed to maintain customer Quality SLA
- Deep understanding of Provider and Client management
- Perform root cause analysis and closures on all service quality issues
- Handling Monthly and weekly business review calls
- Performing ATA, Calibrations, Repeatability and reproducibility for the QAS
- Providing inputs for Decision tree automation for basic to intermediate denial scenarios
- Trend analysis
- Add richness to the content by offering case studies, tips and tricks that can be shared with the team to improve knowledge exchange and transfer
- Consult with team members on issues that occur during review
- Allocating daily jobs and workloads
- Training new team members
- Monitoring the performance of team
- Constantly looking for ways to improve processes
- Implementing new initiatives and making sure all staff understand them
- Managing and monitoring staff attendance.
- Maintained database systems to track and analyze operational data.
- Frequently inspected production area to verify proper equipment operation.
- Educated staff on organizational mission and goals to help employees achieve success.
- Generated reports detailing findings and recommendations.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Developed effective improvement plans in alignment with goals and specifications.
- Gathered, organized and input information into digital database.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Observed packing operations to verify conformance to specifications.
- Created and managed project plans, timelines and budgets.
- Conducted regular reviews of operations and identified areas for improvement.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Devised and implemented processes and procedures to streamline operations.
- Collected, arranged, and input information into database system.
- Evaluated customer needs and feedback to drive product and service improvements.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Held weekly team meetings to inform team members on company news and updates.
- Promoted high standerds through personal example to help each member understand expected behavious and standards.
- Reviewed, implemented and updated company records related to team activities for future reference.
- Mentored and guided employees to foster proper completion of assigned duties.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Client Specialist – Quality Assurance
Access Healthcare Services Pvt. Ltd.
12.2016 - 12.2020
- Performing daily audits for the team and sharing the weekly and daily performance data for the team
- Trained and coached existing and new employees on project specification, client updates, external and internal audit feedback
- Developed weekly, monthly and other statistical reports, including analysis for leadership team and for quality improvement program outcome studies
- Deep understanding of Provider and Client management with focus on delivering business solutions
- Providing regular updates to leadership team on quality metrics by communicating consistency problems or production of deficiencies
- Monitored inbound and outbound calls may by associates to provide constructive feedback
- Trained and coached existing and new employees on project specification, client updates, external and internal audit feedback.
Senior Account Receivable – Quality
Medigain/Elico Healthcare Services
01.2016 - 12.2016
- Worked as a Senior Process Associate on AR Follow up handling the PRO, DME and ASC
- Deep understanding of Provider and Client management with focus on delivering business solutions
- Support provider operations through analysis of key performance indicators and trends
- Worked on the Low cash analysis, Trend Identification and issue resolution by opening case ticket with payer end in order for payment for the PRO,DME and ASC practices which I handled
- Worked on DME account management majorly includes the products such as walker, wheelchair, pressure pads, PAPS(C & B), Diabetes supplies, Power mobility devices & Nebulizers
- Maintaining the Issue log for the client updates and trends which impacts the cash flow.
Process Associate
Omega Healthcare Private Limited
10.2014 - 12.2015
- Support business operations through analysis of key performance indicators and trends
- Working on the Denial Management
- Working as a bridge between the Physician and the insurance company for medical bill claiming.
Education
BE MECH - undefined
UCEA
01.2010 - 12 2014
12th (HSC) - undefined
PAK Palanisamy higher secondary school
10th (SSLC) - undefined
PAK Palanisamy higher secondary school
Skills
Exceptional interpersonal communicationEffective problem solverCustomer focusedAdherence to high customer standardsFlexibleCo-operative team playerEmpatheticStrategic towards achieving goalsOptimisticSelf-motivatedSmart working individualQuick learnerAbility to handle multiple clients
Priority management
Inventory oversight
Business administration
Training and mentoring
Project Management
Strategic planning
Technical Tools
- Cerner
- Nexgen
- All Scripts
- EClinicalWorks
- Carecloud
- Intergy
- RCX
- Amedysis
- IDX
- Athena
- Epic
- Mpower
- My Avatar
- My Evolve
- Advanced MD
Current Working Profile
Access Healthcare Services Pvt. Ltd., 2020-12-01, Current, Team Leader – Quality Assurance, Daily interactions with external and internal stakeholders, Being a subject matter expert to operations team, Handled 9+ clients and above 30 QAS and managed to maintain customer Quality SLA, Deep understanding of Provider and Client management, Perform root cause analysis and closures on all service quality issues, Handling Monthly and weekly business review calls, Performing ATA, Calibrations, Repeatability and reproducibility for the QAS, Providing inputs for Decision tree automation for basic to intermediate denial scenarios, Trend analysis, Add richness to the content by offering case studies, tips and tricks that can be shared with the team to improve knowledge exchange and transfer, Consult with team members on issues that occur during review, Allocating daily jobs and workloads, Training new team members, Monitoring the performance of team, Constantly looking for ways to improve processes, Implementing new initiatives and making sure all staff understand them, Managing and monitoring staff attendance
Previous Working Profiles
- Access Healthcare Services Pvt. Ltd., 2016-12-01, 2020-12-01, Client Specialist – Quality Assurance, Performing daily audits for the team and sharing the weekly and daily performance data for the team, Trained and coached existing and new employees on project specification, client updates, external and internal audit feedback, Developed weekly, monthly and other statistical reports, including analysis for leadership team and for quality improvement program outcome studies, Deep understanding of Provider and Client management with focus on delivering business solutions, Providing regular updates to leadership team on quality metrics by communicating consistency problems or production of deficiencies, Monitored inbound and outbound calls may by associates to provide constructive feedback, Trained and coached existing and new employees on project specification, client updates, external and internal audit feedback
- Medigain/Elico Healthcare Services, 2016-01-01, 2016-12-01, Senior Account Receivable – Quality, Worked as a Senior Process Associate on AR Follow up handling the PRO, DME and ASC, Deep understanding of Provider and Client management with focus on delivering business solutions, Support provider operations through analysis of key performance indicators and trends, Worked on the Low cash analysis, Trend Identification and issue resolution by opening case ticket with payer end in order for payment for the PRO,DME and ASC practices which I handled, Worked on DME account management majorly includes the products such as walker, wheelchair, pressure pads, PAPS(C & B), Diabetes supplies, Power mobility devices & Nebulizers, Maintaining the Issue log for the client updates and trends which impacts the cash flow
- Omega Healthcare Private Limited, 2014-10-01, 2015-12-01, Process Associate, Support business operations through analysis of key performance indicators and trends, Working on the Denial Management, Working as a bridge between the Physician and the insurance company for medical bill claiming
Personal Information
- Father's Name: Santhana Doss
- Date of Birth: 04/22/93
- Gender: Male
- Marital Status: Single
Disclaimer
I hereby declare that the above furnished information is all true to the best of my knowledge.
Certification
Six Sigma - Certified - Black belt
Timeline
Supervisor - Quality
AGS Health
01.2023 - Current
Six Sigma - Certified - Black belt
01-2023
Team Leader – Quality Assurance
Access Healthcare Services Pvt. Ltd.
12.2020 - 01.2023
Client Specialist – Quality Assurance
Access Healthcare Services Pvt. Ltd.
12.2016 - 12.2020
Senior Account Receivable – Quality
Medigain/Elico Healthcare Services
01.2016 - 12.2016
Process Associate
Omega Healthcare Private Limited
10.2014 - 12.2015
BE MECH - undefined
UCEA
01.2010 - 12 2014
12th (HSC) - undefined
PAK Palanisamy higher secondary school
10th (SSLC) - undefined
PAK Palanisamy higher secondary school