Nitu Ashok Patil
Assistant Manager
Navi Mumbai,MH
Summary
Results-driven professional with over 14 years of experience in US-based healthcare and technology industries, specializing in operations, revenue cycle management (RCM), and client support. Proven track record in team leadership, process optimization, client retention, and compliance. Adept at transitioning business processes, driving workflow efficiencies, and delivering measurable improvements in service delivery.
Overview
15
15
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Assistant Manager, Operations & Customer Support
Enhancor Services Pvt. Ltd
10.2024 - Current
- Led the transition of in-house billing from an external firm, improving financial operations and accountability.
- Restructured the eClinicalWorks EMR system, optimizing workflows and reducing inefficiencies.
- Coordinated with Trizetto Provider Solutions to streamline insurance payment processing.
- Lead and manage a team of 83 billing professionals in end-to-end medical billing operations, ensuring timely and accurate claims submission and revenue cycle management.
- Monitor team performance metrics (AR days, claim denials, collections, etc.) and implement process improvements to enhance efficiency and reduce errors.
- Conduct regular performance reviews, coaching sessions, and training programs to improve team capabilities and adherence to compliance standards (HIPAA, payer guidelines).
- Collaborate with cross-functional teams (coding, credentialing, and client services) to resolve billing issues and maintain client satisfaction.
- Oversee daily workflow distribution, resource planning, and SLA adherence, maintaining operational excellence and exceeding productivity targets.
- Serve as the escalation point for complex claims issues, denials, and payer communications, ensuring prompt and effective resolutions.
- Develop reports and present key performance indicators (KPIs) and operational insights to senior leadership for strategic decision-making.
- Serve as primary Account Manager for healthcare clients, overseeing relationship growth and long-term retention.
- Handle high-priority escalations and coordinate with internal stakeholders for timely resolution.
- Oversee end-to-end charge posting operations — validating CPT, ICD-10, and HCPCS codes against encounter forms and superbills for accurate claim submission.
- Ensure correct modifier and place of service (POS) code application per payer-specific and CMS guidelines.
- Monitor charge lag reports and reconcile posted charges against appointment schedules to minimize revenue leakage.
- Audit charge entry accuracy to reduce claim rejections; train billing staff on eCW charge workflows and SOPs.
Senior Team Lead, Software Support
Connectwise, LLP
12.2021 - 10.2024
- Managed end-to-end client support operations for enterprise SaaS IT solution accounts.
- Oversaw SLA compliance, ensuring timely resolution of incidents, service requests, and high-priority escalations.
- Acted as primary escalation point for complex client issues, coordinating with product, engineering, and operations teams for rapid resolution.
- Monitored client support performance metrics, analyzing dashboards in Salesforce and JIRA to optimize workload distribution and improve service efficiency.
- Implemented process improvements, including knowledge base development and SOPs, to enhance first-call resolution and reduce escalations.
- Conducted performance reviews, coaching, and structured training programs to strengthen team capabilities and maintain high-quality client service.
- Ensured adherence to security, compliance, and data governance protocols across all client support operations.
- Collaborated with senior stakeholders to provide executive reporting, KPIs, and actionable insights for continuous service improvement.
Team Lead, Operations
eClinicalWorks India Pvt. Ltd
05.2013 - 05.2020
- Successfully managed revenue cycle processes for multiple clients, ensuring staff is motivated, monitored, and measured in line with company targets and performance standards.
- Managed end-to-end RCM processes, ensuring smooth revenue cycle execution.
- Spearheaded team performance reviews, coaching, and training to enhance productivity.
- Developed process SOPs and conducted internal audits to ensure compliance.
- Built and maintained strong client relationships, aligning processes with client needs.
Sr. Process Associate
GeBBS Healthcare Solution
10.2011 - 05.2013
- Trained new hires on payment posting and charge entry workflows.
- Audited and ensured accuracy in payment batches and patient billing records.
Education
B.A. - English
Vinayaka Mission's Sikkim University
Skills
eClinicalWorks EMR
Denial Management
Revenue Management
Customer relationship management (CRM)
Process & Product Enhancment
Employee performance evaluations
Customer relations
Team building
Certification
ITIL V4 Foundation Certification
Interests
Reading, Audiobooks, Process Optimization
DECLARATION
I hereby affirm that the information provided in this document is accurate and true to the best of my knowledge. Date: _______________ Place: Navi Mumbai (Nitu Ashok Patil)
Timeline
Assistant Manager, Operations & Customer Support
Enhancor Services Pvt. Ltd
10.2024 - Current
Senior Team Lead, Software Support
Connectwise, LLP
12.2021 - 10.2024
Team Lead, Operations
eClinicalWorks India Pvt. Ltd
05.2013 - 05.2020
Sr. Process Associate
GeBBS Healthcare Solution
10.2011 - 05.2013
B.A. - English
Vinayaka Mission's Sikkim University