RAHUL PANDEY

Operations & Team Management

• Managed Medicare and Commercial operations teams, ensuring compliance, productivity, and service quality.
• Oversaw daily operations to ensure effective service delivery and high customer satisfaction.
• Conducted regular one-on-one meetings to review performance, set goals, and provide feedback.
• Led people engagement initiatives to improve morale, retention, and team collaboration.

Performance & Capability Development

• Drove performance management through goal setting, coaching, and continuous monitoring.
• Motivated teams through recognition, mentoring, and targeted development plans.
• Designed and delivered training programs to upskill team members and improve process adherence.

Planning & Governance

• Executed capacity planning and inventory management to meet service-level requirements.
• Managed shrinkage and absenteeism through workforce planning, attendance monitoring, and corrective action plans.
• Managed FTE tracking and transaction-based billing with accuracy and compliance.
• Prepared and presented Weekly and Monthly MBRs, highlighting KPIs, trends, risks, and action plans.
• Handled client calls, addressing escalations, performance updates, and operational concerns.

Process Improvement

• Identified, developed, and implemented process improvement initiatives to enhance operational efficiency and reduce errors.
• Streamlined workflows to improve turnaround time and optimize resource utilization.

• Conducted daily team huddles to review prior-day performance and align on current-day goals and expectations.
• Implemented process improvements to streamline daily operations and improve productivity and quality.
• Mentored junior staff to enhance skill development, accuracy, and overall performance.
• Managed resource allocation based on work types, including Medicare, Hospital, and Rework claims.
• Conducted training and refresher sessions to ensure clear understanding of processes and policy updates.
• Enabled cross-utilization of resources based on available inventory and workload priorities.
• Handled daily client calls and managed client escalations to ensure timely resolution and satisfaction.
• Nominated team members for Learning and Development programs based on individual skill sets and growth potential.
• Delegated smaller or complex files to tenured resources to prepare them for higher-level responsibilities and career progression.

• Mentored and trained teams for achieving goals.
• Conducted refresher training for team members.
• Guided team to maintain and do Quality work.
• Mentored and guided SME to manage their roles and responsibilities.
• Offered one-on-one support for team members and managers to drive continuous improvement.
• Facilitated regular workshops to share best practices among staff members.