Kiran Bala
Gurgaon,India
Summary
Proven track record in performance monitoring and customer engagement, delivering measurable results that enhance organisational efficiency. Committed to leveraging skills to achieve strategic goals and foster continuous growth within a forward-thinking environment.
Overview
12
12
years of professional experience
Work History
Senior Quality Analyst (US AR healhcare)
Aksedge Ltd
Gurugram
10.2024 - Current
- Conduct regular audits of RCM processes, including charge entry, payment posting, and AR follow-up.
- Ensure compliance with client SOPs, payer rules, and HIPAA standards.
- Identify accuracy trends, recurring errors, and process gaps; share insights with team leads and managers.
- Participate in calibration and feedback sessions to align on quality standards and expectations.
- Prepare daily, weekly, and monthly audit reports highlighting performance, trends, and areas for improvement.
- Support process owners in implementing corrective and preventive actions.
- Review the work performed by AR analysts, callers, and document any quality issues.
- Review call quality across parameters such as conversational skills, claims resolution, and voice quality.
Senior Quality Analyst (US Healthcare)
Illumifin India LLP
Pune
10.2023 - Current
- Monitored and evaluated inbound and outbound patient provider and payer calls and digital interactions.
- Ensured compliance with HIPAA, CMS guidelines, and internal standard operating procedures.
- Assisted in assessing adherence to call scripting and documentation accuracy requirements.
- Provided constructive feedback to patient care coordinators and call centre staff.
- Identified compliance risks and opportunities to enhance patient experience and operational outcomes.
- Collaborated with training and compliance teams to support recommended coaching plans and process improvements.
- Participated in calibration sessions for consistent quality assessment.
- Prepared quality reports and compliance metrics for leadership review.
- Supported internal and external audits and regulatory reviews.
Quality Analyst and Trainer (US Collection)
Provana India Pvt ltd
Noida
10.2021 - 09.2023
- Monitored inbound and outbound collection calls and emails to ensure compliance with the Fair Debt Collection Practices Act (FDCPA) and client guidelines.
- Provided structured feedback, coaching, and refresher training based on findings and performance gaps to agents for improvement.
- Prepared weekly and monthly quality reports, RCA, and improvement action plans.
- Identified process gaps, compliance risks, and behavioural issues.
- Maintained accurate QA reports, scorecards, and dashboards.
- Shared insights and trends with Training and Operations teams, and supported calibration sessions and internal quality reviews.
- Tracked improvement plans and re-audit post coaching.
Administrative Assistant
Innovative Business Solutions
Noida
04.2017 - 09.2020
- Monitored office supplies inventory, placing orders to avoid shortages and maintain operational flow.
- Responded to incoming requests for information or forwarded to appropriate individual.
- Supported office operations by taking on ad-hoc clerical duties.
- Provided support to human resources, assisting with recruitment processes and maintaining employee records.
Customer Care Executive
Innovative Business Solutions
Noida
09.2014 - 03.2017
- Managed customer service inquiries via phone, email, and live chat, providing timely and accurate responses to questions and concerns.
- Resolved customer complaints with empathy and professionalism, leading to increased satisfaction and loyalty.
- Participated in regular team meetings to discuss performance metrics, set goals, and address customer service challenges.
- Provided information on after-sales services for comprehensive support.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
Skills
- Team leadership
- Project management
- Performance monitoring
- Customer engagement
- Compliance auditing
- Process improvement
- Call monitoring
- Feedback delivery
Hobby and interests
- Watching Movies
- Playing Badmintion
- Travelling
- Listening to Music
Timeline
Senior Quality Analyst (US AR healhcare)
Aksedge Ltd
10.2024 - Current
Senior Quality Analyst (US Healthcare)
Illumifin India LLP
10.2023 - Current
Quality Analyst and Trainer (US Collection)
Provana India Pvt ltd
10.2021 - 09.2023
Administrative Assistant
Innovative Business Solutions
04.2017 - 09.2020
Customer Care Executive
Innovative Business Solutions
09.2014 - 03.2017