Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Accomplishments
Timeline
Generic
K Santosh Kumari

K Santosh Kumari

Hyderabad

Summary

Dynamic and results-driven leader with 14+ years of experience in the healthcare industry.

A performance driven professional who has sufficient experience to train new people and manage teams with an aim to accomplish corporate plans and goals successfully. Proven track record of successful business transitions and leading cross-functional teams.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Associate Director

IKS Health
Hyderabad
11.2021 - Current
  • Produced and compiled monthly reports, along with Business Review Decks, for the stakeholders.
  • Responsible for new business transitions in collaboration with the operations and quality team.
  • Facilitated collaborative discussions during monthly business review meetings across multiple departments, including US Operations, the Training department, the Business Intelligence team, IT, and the Quality team.
  • Ensured timely alignment of batches with trainers every two weeks.
  • Oversaw successful execution of all training requirements by managing a team of trainers, associate managers, and managers.
  • Implemented goal-setting system for trainers, associate managers, and managers.
  • Developed and implemented personalized growth strategies for team members.
  • Ensured quality of training content through diligent review and approval process.
  • Developed and secured approval for key performance indicators (KPIs) targeting trainers, in collaboration with the Director/AVP.
  • Ensured efficient training processes were followed through collaboration with clients.
  • Successfully certified new trainers, associate managers, and managers while creating an effective roadmap for their professional growth.
  • Collaborated with individual trainers and managers to improve overall training effectiveness.
  • Oversaw the interviewing process for new trainers, associate managers, and managers.
  • Built a high-performing onshore training team by selecting top talent.
  • Partnered with clients to design and execute innovative training programs.
  • Responsible for looking after ISO audits of the department on an annual basis.
  • Analyzed performance data to evaluate the effectiveness of business strategies, making informed decisions to drive growth.
  • Facilitated regular team meetings and workshops, encouraging collaboration, knowledge sharing, and innovation.
  • Organized and executed graduation events for new employees after their OJT.
  • Effectively contributed to the content review process by actively participating in converting content into a digitized version (e-modules).
  • Analyzed data collected from various sources in order to identify trends or areas requiring further investigation or action.
  • Maintained positive relationships with stakeholders by responding promptly to inquiries, requests and complaints.
  • Created effective communication channels between different departments in order to facilitate collaboration.

Sr. Quality Analyst

Optum
08.2013 - 10.2021
  • Prepared monthly reports and presentation slides for Quality Council meetings
  • Led cross-functional Quality Council meetings with members from Operations, Training department, and Content Management team of PDM
  • Managed and transmitted the team's Daily Transaction Data
  • Handled the responsibility of sending Daily Call Data for the entire team
  • Contributed to prompt resolution of customer issues as a responsible team player
  • Ensured adherence to audit standards for new auditors
  • Assisted and supported new team members with any queries they had about the workflow
  • Documented meeting summaries following client interactions
  • Maintained consistent reporting of team span and productivity metrics on a daily basis
  • Responsible for updating PTG report of the team on a weekly basis
  • Maintained regular communication with onshore manager by providing monthly productivity updates
  • Designed visually appealing presentations to enhance the overall experience of participants.
  • Played a crucial role in boosting employee morale by creating an exciting and interactive work culture through fun activities
  • Developed certification protocols to ensure successful completion of the training program
  • Managed team's productivity by monitoring performance with Light House and Omega
  • Identified areas of improvement for underperforming employees
  • Conducted regular internal audits for team members
  • Conducted provider data audits across multiple applications such as Facets, NDB, and COSMOS

Senior Process Associate

Apollo Health Street
01.2010 - 08.2013
  • Worked in the process FNX (Fee Negotiation)
  • Efficiently liaised between insurance companies and providers to ensure timely billing information retrieval
  • Played a key role in closing numerous claims related to Fee Negotiation
  • Conducted training sessions for new recruits

Education

B.Com Computers

Wesley Degree College, Secunderabad
Telangana, India
05-2010

Skills

  • Power BI (Basic knowledge)
  • Decision making
  • Team management
  • Stakeholder engagement
  • Process optimization
  • Digitization
  • Articulate 360

Certification

  • Lean Project

Affiliations

  • Actively participated in Womentoring program at organizational level that was aimed at creating more women leaders thereby increasing gender diversity
  • Created comprehensive department level SOP (Standard Operating Procedures) ensuring compliance

Accomplishments

  • Created comprehensive SOP at department level to streamline [departmental function/process], reducing process inconsistencies and enhancing training for new team members
  • Created comprehensive SOP for a cross-functional team [Onshore Customer service department] ensuring alignment with company-wide quality standards and regulatory requirements
  • Developed and implemented a comprehensive training plan for the onshore team, resulting in an improvement in training efficacy and to enhance process knowledge and compliance, improving overall team efficiency and performance metrics
  • Collaborated with cross-functional teams in a Lean project to automate part of the audit process, cutting audit time by 15% and enhancing process accuracy
  • Designed and implemented a communication skills training program for the entire department, receiving positive feedback and improving overall team performance

Timeline

Associate Director

IKS Health
11.2021 - Current

Sr. Quality Analyst

Optum
08.2013 - 10.2021

Senior Process Associate

Apollo Health Street
01.2010 - 08.2013

B.Com Computers

Wesley Degree College, Secunderabad

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K Santosh Kumari