Nitin Bhatnagar
Bangalore
Summary
Highly energetic, professional with expertise working with teams to achieve short- and long-term project goals, professional project management specialist. 19+ years of extensive expertise in the US healthcare industry in a variety of fields, including Transaction Quality Management, Project Management, Lean and Six Sigma, and Operation. Generated $39.98M in medical cost avoidance through innovative Lean Six Sigma strategies. Neutralized projected operational drains by re-engineering rework processes, delivering $21.28M in 2018 and $18.7M in 2017. Given the title of "Service Hero" within the Quality Function for going above and above the call of duty to assist customers.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Sr. Manager Process Excellence
Firstsource Pvt Ltd.
Bangalore
01.2024 - Current
- Partnered with senior leadership to identify strategic process improvement opportunities and develop a roadmap for implementation
- Led the development and execution of process improvement initiatives, resulting in quantifiable improvements (e.g., improved attrition rate by 25%, reduced costs by $5.7 Mn)
- Conducted process mapping, gap analysis, and root cause analysis to identify areas for improvement
- Streamlined workflows and eliminated redundancies to improve efficiency and effectiveness
- Utilized data analytics tools to measure process performance and identify trends
- Developed and tracked key performance indicators (KPIs) to monitor the success of process improvement initiatives
- Presented data-driven insights to stakeholders to gain buy-in for process changes
- Developed and implemented change management strategies to ensure smooth adoption of new processes
- Facilitated training workshops and provided ongoing support to employees impacted by process changes.
- Developed and implemented strategies to improve operational efficiency, reduce costs, and increase productivity.
- Directed cross-functional teams in developing innovative solutions to complex problems.
- Created detailed reports on project progress for senior management review.
Sr. Manager Six Sigma
Optum, UnitedHealth Group
Noida
09.2022 - 12.2023
- Oversaw large portfolio of projects to support teams, report progress, and influence positive outcomes for key stakeholders
- Documenting all project activities, deliverables, and reports for future reference
- Coordinated with cross-functional teams to resolve project issues and mitigate risks
- Monitoring progress against established goals to quickly identify potentials issues or changes in scope
- Analyzing project risk and developing risk management plans to mitigate delays
- Proved successful working within tight deadlines and fast-paced environment
- Maintained schedules to meet key milestones at every project phase
- Communicated project plans and progress to key stakeholders and project contributors
- Documenting all project activities, deliverables, and reports for future reference.
- Developed comprehensive project plans to be shared with stakeholders.
Six Sigma Consultant
Optum, UnitedHealth Group
Noida
07.2019 - 08.2022
- Lead project at an enterprise level to deliver savings back to customer through efficiency improvement
- Delivered SG&A cost for 2230 FTEs
- Leading a project to improve the provider digital acceptance by reducing 10% paper inventory coming from provider in 1st year and reduce the is further to 30% by 2026
- Reduced paper inventory by 13% in 1st year through automation and streamlining the UI
- Lead a project with a goal to automated 30% of the claims audit process to improve TQ process efficiency
- Delivered SG&A cost for 27 FTEs
- Coordinated with cross-functional teams to resolve project issues and mitigate risks
- Monitoring progress against established goals to quickly identify potentials issues or changes in scope
- Documenting all project activities, deliverables, and reports for future reference
- Proved successful working within tight deadlines and fast-paced environment
- Maintained schedules to meet key milestones at every project phase
- Communicated project plans and progress to key stakeholders and project contributors
- Documenting all project activities, deliverables, and reports for future reference.
Sr. Quality Constant
Optum, UnitedHealth Group
Noida
03.2017 - 06.2019
- Handling span of 51 FTEs including, Assistant Managers and Domain Experts.
- Scored 87% in 2017 & 91% in 2018 on employee experiance survey.
- Responsible for team performance and development.
- Managed overall personnel, performance, and discipline of assigned projects.
- Owning Six Sigma, Lean, and Bright Idea initiatives for the department.
- Lead automation of quality audit steps - The quality audit procedure was automated, which resulted in a 30% gain in efficiency and a $0.7K decrease in SG&A.
- Identified a system algorithm to filter out incorrectly processed claims, which increased claim payment accuracy and reduced medical costs by $17.94M.
- Discovering the customer's pain point - initiated a new program to enhance the end user's experience by resolving recurrent issues. Saved $21.28 in medical expenses.
- Deriving projecs to help improving the auto adjudication of claims.
- Review and analyze periodic reports and metrics and sharing insights with leadership.
Quality Consultant
Optum, UnitedHealth Group
Gurgaon
03.2014 - 03.2017
- Lead the team of 10 Domain Experts & 5 Sr
- Quality Specialist who works on process improvement for their individual process
- To drive all internal Lean & GB project running for the segment
- Plan, deploy, and lead all lean activities that will produce significant cost savings though productivity, quality, waste reduction improvements, and improving business processes
- Coordinate with operations team to identify improvement opportunities and eliminate waste
- Conducted monthly calibration sessions & Process knowledge test for entire quality team (Onshore & Offshore) and ensuring there is consistency in auditing
- Coordinated with operations for any request received for focus audits
- Understanding need and designing audit sheet as per requirement
- Sharing observations and remediation plan for process improvement.
Domain Expert
Optum, UnitedHealth Group
Gurgaon
03.2011 - 03.2014
- Conducted brainstorming to find out improvement opportunity within the teams & worked towards streamlining process and improving the synchronization between processes
- Ensured that all team outliers are coached and mentored and periodically keeping check on progress
- Worked on automation to improve accuracy and efficiency
- Ensured that ramp-up phase of fresh batch's transition went well
- Participating and contributing global Black/Green Belt projects
- Routinely analyzing quality results of claim audits to report error trends and working on remediation
- Working towards creation of new P&Ps, identifying gaps in existing P&Ps and remediating them.
Quality Specialist
Optum, UnitedHealth Group
Gurgaon
11.2007 - 03.2011
- Provide management reports detailing all quality reviews and claims audit findings within TAT
- Also, to Keep records of every review and audit you do
- Determine underlying causes of mistakes and potential areas for defect reduction
- Assisting new hires with their on-the-job training (OJT) and providing management reports with comments and quality scores
- Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.
Subject Matter Expert (Team Lead) - Claims
IBM Daksh
Gurgaon
01.2007 - 10.2007
- Inspires and motivates teammates
- Whenever necessary, step in to help group resolve conflicts
- Encouraging and assisting team members' development
- Ensured that team members have education and experience needed to contribute to team successfully
- As required, coordinates with internal and external customers
- Make sure group handles all pertinent concerns while adhering to requirements and different standards
- Maintain team's focus and direction.
Claim Associate
IBM Daksh
Gurgaon
07.2006 - 01.2007
- Medical Claims (Inpatient and Physician)
- Successfully completed all processes related trainings (Inpatient and Outpatient).
Education
Executive PGDM: Business Analytics -
Institute Of Management Technology - Ghaziabad
Bachelor of Commerce: Commerce -
EIILM University - Sikkim
Bachelor of Hospitality Management -
Rai University - Gurgaon
Skills
- Requirement gathering
- Project Scheduling
- Continuous Improvements
- Team Player
- Digital transformation
- Improving end customer experience
- Improving Digital adoption
- Strategic Planning
- Change management
- Organizational benefits identification and prioritization
- Problem solver
- Learning and innovation skills
- Certified SCRUM Master
- Lean Six Sigma Blackbelt
- Lean Six Sigma Greenbelt
- PMP Trained
- PAHM AHM250 certified
- Process improvement
- Strategic planning
- Continuous improvement implementation
Languages
English
Proficient (C2)
C2
Hindi
First Language
Certification
- Six Sigma Black Belt - QAI Global, Issued April 2016
- Six Sigma Green Belt -Optum, Issues Sept 2014
- Scrum Master - Scrum Alliance®, Issued Jun 2023
- AHM-250 - AHIP, Issued 2012
Accomplishments
- Service Hero in 2013, for going above the resposibility to help customer by fixing the issues permanantly
- Best Team Lead for Qtr. On Qtr during my tenure and Domain Expert
Languages
- English
- Hindi
- English
- Hindi
Personal Information
- Father's Name: Mr. Promod Kumar Bhatnagar
- Mother's Name: Mrs. Usha Bhatnagar
- Title: Sr. Manager Process Excellence
- Date of Birth: 06/10/1983
- Nationality: Indian
- Marital Status: Married
Disclaimer
I do hereby declare that the particulars of information and facts stated here are true and complete to the best of my knowledge and belief.
Timeline
Sr. Manager Process Excellence
Firstsource Pvt Ltd.
01.2024 - Current
Sr. Manager Six Sigma
Optum, UnitedHealth Group
09.2022 - 12.2023
Six Sigma Consultant
Optum, UnitedHealth Group
07.2019 - 08.2022
Sr. Quality Constant
Optum, UnitedHealth Group
03.2017 - 06.2019
Quality Consultant
Optum, UnitedHealth Group
03.2014 - 03.2017
Domain Expert
Optum, UnitedHealth Group
03.2011 - 03.2014
Quality Specialist
Optum, UnitedHealth Group
11.2007 - 03.2011
Subject Matter Expert (Team Lead) - Claims
IBM Daksh
01.2007 - 10.2007
Claim Associate
IBM Daksh
07.2006 - 01.2007
Executive PGDM: Business Analytics -
Institute Of Management Technology - Ghaziabad
Bachelor of Commerce: Commerce -
EIILM University - Sikkim
Bachelor of Hospitality Management -
Rai University - Gurgaon