Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
References
Timeline
Generic

Kunal Gupta

Bengaluru

Summary

Dynamic leader with extensive experience in managing large teams dedicated to patient support programs, consistently driving operational efficiency and elevating customer satisfaction. Proven track record of implementing innovative strategies that effectively reduce costs while maintaining high service quality standards. Expertise in developing insightful Power BI dashboards that deliver critical performance metrics, empowering senior leadership to make informed, data-driven decisions. Committed to fostering a culture of excellence and continuous improvement within healthcare operations.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Manager, Business Operations

Patient-Access India Pvt. Ltd (Neovance)
01.2025 - Current
  • Managed a large-scale team of 150 agents and 5 associate managers responsible for eligibility assessments and benefit verification for U.S. patient support programs via outbound calls to insurance payors
  • Developed and maintained Power BI dashboards to track performance metrics, enabling senior leadership to make timely, data-driven decisions
  • Led a strategic quality initiative focused on enhancing data accuracy and minimizing customer escalations, resulting in improved service reliability and stakeholder confidence.
  • Led a cross-program time and motion study that identified key workflow inefficiencies, resulting in a 15% reduction in average handle time and a 10% boost in agent productivity

Manager, Business Operations

Fortrea Development India Private Limited
08.2023 - 12.2024
  • Managed a substantial team of 150 agents, including five associate managers, tasked with evaluating eligibility for patient support programs and verifying benefits through outbound calls to U.S. insurance payors.
  • Created Power BI dashboards highlighting KPIs for senior leadership.
  • Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.

Associate Manager, Operations

Fortrea Development India Private Limited
08.2018 - 08.2023
  • Oversaw activities of a 25-person team dedicated to executing data entry duties and evaluating patient eligibility
  • Implemented OCR tool to automate data entry, reducing costs by 30%.
  • Implemented time and motion study techniques to optimize workflows, resulting in improved efficiency and reduced operational costs.
  • Led performance management initiatives, driving employee development, and enhancing productivity through goal setting, feedback, and performance reviews.

Team Leader, Claims

Cognizant Technologies
07.2016 - 07.2018
  • Supervised a team of 30 employees responsible for managing medical, hospital, and dental claims, as well as handling correspondence to resolve disputes.
  • Conducted regular performance evaluations, offering constructive feedback, and tailored coaching to support employee growth and development.
  • Ensured adherence to process SLAs by consistently meeting productivity and quality metrics.

Group Leader

Hinduja Global Solutions
04.2010 - 07.2016
  • Supervised a team of 35 employees responsible for managing medical and hospital claims, as well as handling provider correspondence to resolve disputes.
  • Conducted regular performance evaluations, offering constructive feedback, and tailored coaching to support employee growth and development.
  • I took the initiative to revamp the training modules, reducing the total training time by two weeks.
  • Ensured adherence to process SLAs by consistently meeting productivity and quality metrics.

Process Executive

CBay Systems Private Limited
12.2007 - 04.2010
  • Responsible for entering data from remittance advice into software, including copay, coinsurance, and deductible amounts.

Education

Bachelor of Commerce - Accounting And Finance

Vinoba Bhave University
07.2006

Skills

  • US healthcare Operations

  • Service Delivery Management

  • Process Optimization

  • Stakeholder Management

  • People Management

  • Risk Management

  • Quality Assurance

  • Analytical skills

  • Project management

  • Change Management

Accomplishments

  • Leadership Award - HGS
  • 6 times Top Gun Awardee - HGS
  • Zero Attrition Award - HGS
  • 2 times ACE Awardee - Fortrea

Certification

Six Sigma Black Belt - The Knowledge Academy - 2025

Six Sigma Foundations - PMI - 2023

References

References available upon request.

Timeline

Manager, Business Operations

Patient-Access India Pvt. Ltd (Neovance)
01.2025 - Current

Manager, Business Operations

Fortrea Development India Private Limited
08.2023 - 12.2024

Associate Manager, Operations

Fortrea Development India Private Limited
08.2018 - 08.2023

Team Leader, Claims

Cognizant Technologies
07.2016 - 07.2018

Group Leader

Hinduja Global Solutions
04.2010 - 07.2016

Process Executive

CBay Systems Private Limited
12.2007 - 04.2010

Bachelor of Commerce - Accounting And Finance

Vinoba Bhave University

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Kunal Gupta