Minakshi Rathod
Mumbai
Summary
To get accustomed to challenging work environment To be an asset for the organization To render my services efficiently
A results-driven operations specialist with proven expertise in designing telecalling frameworks, elevating quality standards, and streamlining case management to meet SLAs. Adept at training high-performing teams, optimizing processes, and delivering actionable insights through robust reporting.
Overview
17
17
years of professional experience
6
6
years of post-secondary education
Work History
Team Manager
Alinea Healthcare PVT LTD
Sakinaka
08.2022 - Current
- Company Overview: A results-driven operations specialist with proven expertise in designing telecalling frameworks, elevating quality standards, and streamlining case management to meet SLAs. Adept at training high-performing teams, optimizing processes, and delivering actionable insights through robust reporting.
- Developed and rolled out a standardized doctor-facing telecalling script, enhancing consistency and patient engagement.
- Designed comprehensive process flows for both calling and quality-control (QC) functions, reducing ambiguity and driving efficiency.
- Implemented a call-audit mechanism that tracks key metrics, uncovers procedural gaps, and enforces compliance.
- Defined Key Result Areas (KRAs) for Telecalling and QC teams, aligning performance expectations with organizational goals.
- Identified recurring call-quality flaws and conducted targeted training sessions, resulting in measurable error reductions.
- Onboarded and mentored new hires for both calling and QC roles, ensuring rapid competency and adherence to standards.
- Provided ongoing feedback loops and refresher workshops, reinforcing best practices and boosting overall team confidence.
- Managed end-to-end case porting in strict compliance with SLAs, overseeing allocation of open and recall cases.
- Collaborated with the IT team to diagnose and resolve system-level errors, minimizing downtime and ensuring uninterrupted service.
- Conducted transcript reviews every two hours, proactively addressing discrepancies and technical issues.
- Ensured prompt, professional responses to emails, WhatsApp messages, and calls from clients and agents.
- Coordinated with Telecalling and QC teams to resolve client queries, maintaining a high level of customer satisfaction.
- Delivered daily MIS reports, along with weekly and monthly performance summaries, to clients and internal leadership teams.
- Shared monthly QC summaries and real-time feedback to uphold calling and quality standards.
- Engaged directly with agents and customers to drive timely follow-ups and optimize conversion rates.
- Managed doctor rosters and attendance records; processed partial-doctor invoices for the finance department.
- Furnished the finance team with monthly MIS insights, enabling accurate forecasting and budget planning.
- A results-driven operations specialist with proven expertise in designing telecalling frameworks, elevating quality standards, and streamlining case management to meet SLAs. Adept at training high-performing teams, optimizing processes, and delivering actionable insights through robust reporting.
Senior Team Member
United Healthcare PVT LTD
Sakinaka
08.2022 - 02.2024
- Conducted quality assessments of video MER for TATA AIA Life Insurance over a 1-year period.
- Facilitated enrollment and conducted initial assessments for participants in maternity care program over 6 Months
Senior Team Member
United Healthcare PVT LTD
Sakinaka
07.2017 - 08.2022
- Cashless And Reimbursement Processing 6 months
- Domiciliary claims processing 4 yrs
Medical Officer-Investigation
Medi Assist TPA PVT LTD
Sakinaka
12.2013 - 11.2015
- Cashless And Reimbursement Investigation
Medical Officer-Claims
Medi Assist TPA PVT LTD
Sakinaka
04.2013 - 12.2013
- Cashless And Reimbursement Processing
Doctor
Own Clinic
Kalyan
12.2010 - 04.2013
- Consulting and Panchakarma Treatment
Medical Officer
Madhavbaug, Same Care
New Panvel
01.2010 - 11.2010
- Counsulting and panchakarma Treatment
Assistant Doctor
Dr. Sarita Vaidya, Ojas Ayu. Clinic, Nalstop, Pune.
Pune
03.2009 - 10.2009
- Counsulting and panchakarma Treatment
Observation n Practical work
Dr. Chetan Chitaliya Chaitanya Ayu. Clinic, Dadar, (w)
Dadar
09.2008 - 02.2009
- Counsulting and panchakarma Treatment
Education
Bachelor of Ayurvedic Medicine And Surgery - Health Care Management
R. A. Poddar Ayurvedic Medical College
Worli 11.2003 - 08.2009
Skills
- Process Design & Quality Assurance
- Training & Team Development
- Operations & SLA Compliance
- Communication & Stakeholder Reporting
Languages
- English
- Hindi
- Marathi
Hobbies and Interests
- Drawing
- Listening Music
<Enter your own>
- Caste: Hindu
- Date of Birth: 08/23/85
- Gender: Female
- Nationality: Indian
- Marital Status: Married
Languages
Marathi
First Language
English
Upper Intermediate
B2
Hindi
Proficient
C2
Timeline
Team Manager
Alinea Healthcare PVT LTD
08.2022 - Current
Senior Team Member
United Healthcare PVT LTD
08.2022 - 02.2024
Senior Team Member
United Healthcare PVT LTD
07.2017 - 08.2022
Medical Officer-Investigation
Medi Assist TPA PVT LTD
12.2013 - 11.2015
Medical Officer-Claims
Medi Assist TPA PVT LTD
04.2013 - 12.2013
Doctor
Own Clinic
12.2010 - 04.2013
Medical Officer
Madhavbaug, Same Care
01.2010 - 11.2010
Assistant Doctor
Dr. Sarita Vaidya, Ojas Ayu. Clinic, Nalstop, Pune.
03.2009 - 10.2009
Observation n Practical work
Dr. Chetan Chitaliya Chaitanya Ayu. Clinic, Dadar, (w)
09.2008 - 02.2009
Bachelor of Ayurvedic Medicine And Surgery - Health Care Management
R. A. Poddar Ayurvedic Medical College
11.2003 - 08.2009
Similar Profiles
Amit AroraAmit Arora
Account Manager - Team Leader at Alinea Healthcare PVT LTD (Formerly known as United Healthcare Pvt LTD)Account Manager - Team Leader at Alinea Healthcare PVT LTD (Formerly known as United Healthcare Pvt LTD)
Pravesh YadavPravesh Yadav
Team Leader at Alinea Healthcare Pvt LtdTeam Leader at Alinea Healthcare Pvt Ltd
Venkatesh KyshanpalleVenkatesh Kyshanpalle
AVP (Assistant Vice President)-Provider Management at Alinea Healthcare.AVP (Assistant Vice President)-Provider Management at Alinea Healthcare.
Prerana JadhavPrerana Jadhav
Software Development Senior Analyst at AccentureSoftware Development Senior Analyst at Accenture
Akshay MuthalAkshay Muthal
Video Editor at Mobile Media Pvt LtdVideo Editor at Mobile Media Pvt Ltd