Kavitha Muthukumar
Healthcare Operational Professional
Ipswich,Suffolk
Summary
Project management professional with over 16 years of experience in Healthcare information processing, service delivery and performance management. Proven skills in productivity enhancement, process efficiency and bottom-line profits with forward-thinking leadership.
Note - Having UK Visa (Dependent) and US Visa (Business)
Overview
16
16
years of professional experience
6
6
years of post-secondary education
8
8
Certifications
Work History
Assistant Director
Access Healthcare Services Private Limited
Chennai , Tamil Nadu
03.2018 - 06.2021
- Spearheading team of 600+ employees ranging from Process Associate to Senior Delivery Manager in multiple locations.
- Managing accounts worth $4 million increasing to $13 million annual turnover through multi-customer service lines and transitioning new services lines.
- Implementation of new clients in collaboration with Transition, Training and Service Quality teams.
- Deploy various methodologies to analyze processes, recommend modifications to minimize escalations, reduce rejection and realize operational efficiencies.
- Conduct internal process reviews for ensuring strict adherence to process parameters/ systems as per defined guidelines and meeting daily volume and quality target.
- Implement internal controls on performance within their area of ownership to include adherence to change management protocols;
- Developed strategic methodologies for clients to achieve targeted goals for optimal outcomes.
- Work closely with Quality & Audit Teams to improve overall operations and supporting environment of constant learning.
- Formulated operational strategies for quality function by conducting long and short-term quality planning in-line with organizational requirements; reviewed discretionary expenditure for cost containment.
- Supervise complete operations by ensuring systematic identification of resources and development of plans for achievements of SLA & quality norms.
- Was working closely with quality teams on black belt projects
Senior Delivery Manager
Access Healthcare Service Private Limited
Chennai, Tamil Nadu
04.2017 - 03.2018
- Led client deliverables and performance of 130+ Associates across accounts in two delivery sites.
- Formulated operational strategies for quality function by conducting long and short-term quality planning in-line with organizational requirements; reviewed discretionary expenditure for cost containment.
- Collated data and generated periodic reports and conducted value added analysis of reports to facilitate strategy planning Bagged highest rating in customer service quality surveys - 4.2 out of 5
- Played key role in identifying training needs; prepared training modules and evaluated effectiveness of training programs through development of pre/post assessment tools
- Identified areas of improvement and ensured resolution of service issues in coordination with Customer Relationship Team;
- Enhanced value addition by commissioning specialist research in subject areas.
Delivery Manager
Access Healthcare Services Private Limited
Chennai, Tamil Nadu
04.2015 - 03.2017
- Spearheading 13 teams encompassing 100 members with various specialties within medical coding domain which includes Radiology, Anesthesia, Coding denial management, Coding audits, Emergency department, Evaluation and Management, Pathology, Behavioral health, Internal Medicine and Family practice etc.
- Conceptualizing strategy & leading execution of Operations to ensure that business expectations & SLAs are constantly met/exceeded
- Supervising deployment of continuous improvement framework and constantly identifying ways & means to drive efficiencies & enhanced controllership
- Rendering services as Learning Coach; developing, implementing, & executing performance improvement plans for all individuals to drive continuous improvement, to maintain excellence in service delivery operations and employee retention
- Managing team schedules (shifts, training, uploads, downloads); preparing & presenting various weekly/monthly MIS reports about process/productivity
- Identifying areas of risks in process and coordinating with risk management team to implement information security; ensuring data security and that effective controls are in place
- Building in-house Domain / Process / Product expertise as well as ensuring achievement of highest Customer Satisfaction Scores
- Mentoring associates to leaders was taken as part of engagement
Senior Team Leader
Access Healthcare Services Private Limited
Chennai, Tamil Nadu
05.2011 - 03.2015
- Set clear team goals and delegated tasks and set deadlines.
- Mentored and guided 40 to 50 employees to foster proper completion of assigned duties.
- Developed strategies to promote team member adherence to company regulations and performance goals.
- Participated in cross-functional team-building activities.
- Modeled exceptional customer service and mentored associates on direct link between revenue growth and customer loyalty.
Coding Coordinator
Perot Systems (Dell Services)
Chennai, Tamil Nadu
09.2005 - 05.2011
- Applied official coding conventions and rules from American Medical Association and Centers for Medicare and Medicaid Services to assign diagnostic codes.
- Initiated, performed and documented quarterly coding audits for physicians with 95% accuracy and boosting revenue for customers by 10%.
- Guarded against fraud and abuse by verifying coded data accurately reflected services provided.
- Auditing and Managing teams and were doing lead roles
Education
Master of Science - Biochemistry
PSG College of Arts And Science
Coimbatore, Tamil Nadu, India 06.2003 - 05.2005
Diploma - Bioinformatics
PSG College of Arts And Science
Coimbatore, Tamil Nadu, India 05.2004 - 03.2005
Bachelor of Science - Biochemistry
PSG College of Arts And Science
Coimbatore, Tamil Nadu, India 06.2000 - 04.2003
Skills
Business Planning
Customer Engagement
Change Management
Cost Management
Business Transformation
Project Management
Certification
Professional Diploma in Data Analytics
Accomplishments
- Nominated for "Employee of Year" during 2018
- Awarded as "Best Transition Manager" during 2016
- Awarded as "Best Manager" during 2015
- Awarded as "Best Team Leader" during 2013
Timeline
Professional Diploma in Data Analytics
05-2022
Professional Diploma in Leadership and Management
03-2022
Project Management Professional training
12-2021
Six sigma Green belt training
09-2019
Assistant Director
Access Healthcare Services Private Limited
03.2018 - 06.2021
Six sigma Lean Management training
07-2017
Six sigma Yellow belt training
05-2017
Senior Delivery Manager
Access Healthcare Service Private Limited
04.2017 - 03.2018
Delivery Manager
Access Healthcare Services Private Limited
04.2015 - 03.2017
Senior Team Leader
Access Healthcare Services Private Limited
05.2011 - 03.2015
Certified Outpatient Coder, CPC from American Academy of Professional Coders
06-2009
Certified Professional Coder, CPC from American Academy of Professional Coders
08-2007
Coding Coordinator
Perot Systems (Dell Services)
09.2005 - 05.2011
Diploma - Bioinformatics
PSG College of Arts And Science
05.2004 - 03.2005
Master of Science - Biochemistry
PSG College of Arts And Science
06.2003 - 05.2005
Bachelor of Science - Biochemistry
PSG College of Arts And Science
06.2000 - 04.2003