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
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