Manu Hanspal

Growth Path:

Team Leader Mar ’19 – May ‘22

Assistant Manager Jun ‘22 - Aug ‘24

Operations Manager Sep’24

Domain:- End-to End RCM Laboratory Billing

• Oversee the complete revenue cycle, from patient registration and insurance verification to claim submission and payment collection for multiple projects
• Prepare and deliver financial reports to Senior Leadership, highlighting key performance indicators (KPIs) for the revenue cycle, along with variance analysis and trend insights
• Collaborate with senior leadership to provide insights on process improvements and ensure comprehensive resolution of client complaints
• Drive efficiency, compliance, and customer satisfaction, while minimizing denials and optimizing accounts receivable (AR) metrics
• Maintain a high standard of client experience, enhancing customer satisfaction while adhering to SLAs and operational processes, ensuring cost-effective management
• Conduct annual performance evaluations to assess team members' progress, provide constructive feedback, and set developmental goals
• Manage multiple client accounts, overseeing resource deployment across teams of 50-70 FTEs
• Ensure compliance with all relevant healthcare billing regulations, including HIPAA, CMS (Medicare), and private insurer requirements
• Continuously evaluate and improve the efficiency of medical billing and AR processes to drive operational excellence
• Handle client communications, including emails and interactions, to ensure SLAs are met within the defined timeframes
• Build and nurture strong client relationships, ensuring satisfaction through the consistent achievement of service quality and delivery standards
• Generate monthly invoices based on revenue generated for multiple clients

Growth Path:
Process Associate Feb’15- Jul’16
Subject Matter Expert Aug’16- Aug’17
Team Leader (BPO/KPO) Sep’17-Oct’18
Domain:- DME Provider(RCM)

• Served as Team Leader for DMEPOS Accounts Receivable, managing two projects with teams of 10 members each
• Responsible for all reporting functions related to these two clients, including attendance, work assignments, quality reports, and production metrics
• Ensured that daily tasks, such as denials management, aging, manual denials, and correspondence, were completed on time to meet SLAs
• In line with client requirements, I ran daily reports, including the Total Denials Report, ensuring all denials were addressed using the Re-Denied formula
• Represented the company at Medtrade in the USA twice, building and maintaining strong client relationships
• Proficient in working with systems such as Brightree, Care Tracker, Kareo, Fast Track, and AR Dashboard
• Led training sessions to ensure smooth process execution, keeping all team members aligned and informed
• Managed client communications, including emails and interactions, ensuring that all SLAs were met within the stipulated timeframes
• Conducted training on Revenue Cycle Management (RCM), medical billing terminology, and the life cycle of a claim
• Responsible for preparing ad-hoc reports, such as AR reports, denial reports, payment reports, stop/hold reports, and patient collections, using Brightree software