Manmeet Koley

A results-oriented professional with over 12 years of comprehensive experience in the US Healthcare Revenue Cycle Management Process (including medical billing and Accounts Receivable, Patient Statements). Actively involved in various aspects of Process Consulting, designing process flows, team management, revenue management, and quality management related to the US Healthcare RCM process. Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 14 years of extensive leadership experience in US Healthcare. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.

• CGM Aria (EMDs), Team Manager, Began my career with CGM Aria in 2014 as a Senior Claims Management Executive. Over time, I was promoted to Quality Associate and eventually progressed to my current role as Team Manager, a position I have held since 2022. As a Team Manager at CGM Aria (EMDs) since April, 2014, in Noida, I have been actively engaged in overseeing a team of 15 to 18 Quality Associates. My role involves managing Operations team Quality and Process Streamline, adhering to security standards such as HIPAA. As a Team Manger, was involved in tackling day to day Quality Team KRAs, Client management and People Management. Main focuses were on streamlining processes, defining procedures for efficient operations. Teach back sessions were conducted to achieve deliverable by significant reduction in 90+ AR days and overall AR days. Accountable in preparing production plans and closely monitoring daily team progress. To ensure strategic planning and effective communication, forecast weekly Worked AR analysis and trends report with the operation leads. Involved in discussion and collaboration with operation management on team's progress and action plans to reduce the 90+ AR days when and if required. Additionally, monitored weekly performance reviews with BQM associates, provide feedback and coaching them on the associate defaulted areas. Managing client escalations, people management, Client emails and overseeing client projects are my daily tasks as a Team Manager. Timely adherence to email response TAT to the client to avoid any process noise, Controlling attraction, Effective communication with team, weekly monthly team quality dashboard reporting, closely work on the process gap. Weekly AR progress review presentation (PPT) were prepared as per client requirement with comprehensive overview comparison of last month and current month MTD charges submission, payments, payment lags, 90+ AR review and escalation for office review. Month End Reports and PPT are prepared for different clients (client wise presentation ) and present a comprehensive overview, including charge submission details, collection trends, open insurance AR categorization, 90+ AR categorization, DAR distribution, denial trends, and rejection summaries.
• Rsystem International Pvt Ltd, Customer Support and Issue Resolution, Provided exceptional customer service for Flycell and Skinet websites, focusing on mobile-related products such as ringtones, wallpapers, and accessories. Handled high-volume inbound and outbound calls, emails, and live chats to resolve customer inquiries and complaints. Assisted customers in troubleshooting issues related to mobile services, subscriptions, and product downloads. Played a key role in promoting and upselling additional services and products. Suggested relevant products like mobile accessories or premium content (ringtones, wallpapers) to existing customers. Successfully met and exceeded monthly sales targets through proactive customer engagement and product promotion. Worked extensively with Salesforce CRM to track customer interactions, manage service requests, and maintain customer satisfaction records. Monitored case progress and escalations to ensure timely resolutions of customer issues. Generated regular reports and insights using Salesforce tools to streamline operations and enhance customer support efficiency. Collaborated with internal teams, including technical support and product teams, to escalate and resolve complex customer issues. Coordinated with marketing teams for updates on new product launches, special offers, and promotional campaigns to better assist customers. Contributed to identifying areas for process improvement in customer service operations, helping reduce resolution times and enhance the overall customer experience.
• Vcustomer - BPO, Customer Service (US Credit Card Company – TARGET National Bank), Delivered high-quality customer support for TARGET National Bank, handling inquiries related to credit card services. Assisted customers with various credit card issues, including account balance inquiries, payment issues, transaction disputes, and credit limit adjustments. Provided customers with account-related information, resolved billing discrepancies, and addressed payment-related queries. Managed the first-party collections process, working to recover outstanding balances while maintaining customer relationships. Contacted customers with overdue payments to remind them of their obligations and offered solutions to help bring accounts current. Negotiated payment plans, settlements, and extensions with customers while adhering to company policies and regulations. Acted as a supervisor for a 6-month period, responsible for training new batches of Customer Care Executives. Provided on-boarding training for new hires, covering customer service techniques, credit card policies, and collection practices. Monitored new agents' performance, offering feedback, coaching, and additional training as needed to ensure they met quality and productivity standards. Worked closely with the collections team, customer support, and risk management teams to ensure seamless operations and compliance with company procedures.

• Kareo
• Waystar
• EThomas
• Ekos
• MicroMD
• Emdix
• Web Practice
• EClinical
• Console

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