Khaja Faruk Shaik
Assistant Manager Ops
Visakhapatnam
Summary
Experienced Assistant Manager with 13 years in healthcare operations. Proven ability to lead and manage teams to achieve exceptional results. Skilled in employee engagement, performance management, and stakeholder calibration. Proficient in medical billing processes, insurance claim processing, and quarterly reporting. Strategic thinker with expertise in implementing pricing strategies. Recognized for driving employee retention and fostering a collaborative team environment.
Overview
13
13
years of professional experience
2
2
years of post-secondary education
4
4
Languages
Work History
Assistant Manager - Operations
WNS Global Services
Visakhapatnam, India
10.2022 - Current
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Handling 90+ FTEs to achieve their regular deliverables.
- Tracking agent's performance on daily, weekly and monthly basis providing assistance towards to get better results.
- Employee Engagement, R&R, Performance Appraisals, Individual and Team performance validations etc.
- Team management, People management, Performance review and tracking, Attrition and Shrinkage control, handling Client escalations, participating internal and external stakeholders’ calibration calls, Preparing daily, monthly and quarterly reports.
Team Leader
WNS Global Services
Visakhapatnam, India
10.2020 - 09.2022
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Handling Medical Bill Review process in US Healthcare domain
- Active participation in migration of process.
- Providing assistance to the agents and NHT's towards process expectations
- Collaboration with training team on ramp-up plan and Quality team for accuracy improvement strategies
- Participation in Client's workshop call and providing updates to the entire team
- Conducting refreshers, Team huddles, 1 on 1, Quality feedbacks, Finding RCA and providing accuracy improvement tips
- Tracking daily attendance and shrinkage. Supporting team to handle critical cases and also supporting management to clear aging volumes
Subject Matter Expert
WNS Global Services
Visakhapatnam, India
03.2017 - 09.2020
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Worked on Medical Bill Review MBR process in US Healthcare domain
- Handling various Clients and processing Claim towards payment or deny as per CSOP guidelines
- Following pathway instructions while handling Claim and took necessary action for further processing
- Handling such kind of denials like Duplicate, Authorization, Lakh of Documentation, Inclusive, Invoice calculation and Implant pricing etc
Process Specialist
IKS-Health, Inventurus Knowledge Solutions
Hyderabad, India
01.2016 - 02.2017
- Calling insurance companies to process aging cases towards payment
- Taking necessary actions like Analysis, History checking, Appeals, Reviewing medical records for further processing of Claims
- Providing process updates to team members and calibration with Quality and Training teams
- Conducted regular process reviews, identifying inefficiencies and implementing improvements that led to increased productivity and cost savings.
- Optimized process efficiency and implementing improvements in workflows.
- Developed user-friendly documentation for processes, increasing employee understanding and reducing training time.
Process Executive - AR
Omega Healthcare
Chennai, India
01.2014 - 12.2015
- Worked as an AR Caller in US Healthcare process
- Managed approximately 30 outbound calls, emails and faxes per day to the insurance companies
- Analyzed complex claim issues and collaborated with cross-functional teams to resolve disputes efficiently.
- Developed strong relationships with insurance providers, resulting in faster claims resolution and increased payment rates.
- Calling insurance companies to get the claim status or denial information
- Verifying claim details in insurance websites and update the information
- Handling Third party Rejections, Appeals and denied claims
- Verifying and updating EV BV status and updating COB details reviewing patient's medical records
AR Caller
Sutherland Healthcare Solutions
Chennai, India
03.2012 - 12.2013
- Worked as an AR caller in US Healthcare process
- Calling insurance companies for denial reasons and managed approximately 20 calls, emails and faxes per day
- Requesting rep to reprocess the claim post adding required details
- Handling denials and Clearing house rejections
- Verifying patient's medical records to get COB info and update insurance information in software
- Validating COB, AOB and EOB details and taking action as per the instructions
- Adding and removing patient's insurance details in application as per COB and routed claim to appropriate primary insurance for processing
Education
MBA - Human Resources Management
University of Madras
Chennai, India 06.2013 - 03.2015
Skills
Operations management
Team leadership
Employee performance evaluations
Cost reduction
Problem-solving
Team motivation
Decision-making
Team building
Timeline
Assistant Manager - Operations
WNS Global Services
10.2022 - Current
Team Leader
WNS Global Services
10.2020 - 09.2022
Subject Matter Expert
WNS Global Services
03.2017 - 09.2020
Process Specialist
IKS-Health, Inventurus Knowledge Solutions
01.2016 - 02.2017
Process Executive - AR
Omega Healthcare
01.2014 - 12.2015
MBA - Human Resources Management
University of Madras
06.2013 - 03.2015
AR Caller
Sutherland Healthcare Solutions
03.2012 - 12.2013