Palash Chauhan
Noida
Summary
Professional with over 12 years of experience in driving team performance and achieving customer service level agreements. Proven track record of aligning business objectives with operational efficiency. Strong leadership skills complemented by effective planning and organizational capabilities. Committed to enhancing productivity through collaboration and process optimization.
Overview
13
13
years of professional experience
Work History
Assistant Manager of Operations
IENERGIZER IT SERVICES PVT. LTD.
Noida
11.2018 - Current
- Managed global operations for US clients, ensuring adherence to KPIs and service level agreements.
- Conducted daily meetings with clients to discuss updates and team performance.
- Oversaw 180 FTEs and seven team leaders to drive operational efficiency.
- Monitored daily performance metrics including SLAs, call quality, and productivity.
- Handled escalations related to client issues, personnel matters, policies, and processes.
- Collaborated with workforce management to maintain schedule adherence and optimize staffing.
- Prepared audit reports and performance summaries on daily, weekly, and monthly bases.
- Fostered team development through training programs and motivational events.
Subject Matter Expert
Pacific BPO PVT LTD
Noida
02.2016 - 11.2018
- Leading member of process training and compliance for entire RCM
- Train the new hires and team members
- Ensuring Client KPI & Service level agreements are met by daily performance monitoring
- Implement operational improvements, audits and effective measures to handle escalations
- Maintaining effective communication with client, onshore and leadership teams
- Looking for opportunities of automation in the existing processes to create capacity and absorb more work
- Working upon process improvement ideas by closely working with the team
- Project Management: Review and create project plans for project, global sourcing and off shoring
- Work on billing projects, Claims and check the claims status in the given time frame
- Prepare FTE estimate, project timelines
- Identify potential risks and prepare a mitigation plan
- Kaizen, Proactive action planning and execution.
Senior Analyst
Rsystems International PVT LTD
Noida
02.2015 - 02.2016
- Claim Resolution through calls/websites, reducing 60+ and 90+ AR and ensuring payment flow
- Worked on Govt
- And commercial payers
- Analyzing denial, payment trends for different payers
- Providing on job training to new hires/Conducting brain storming sessions
- Involved in daily work allocation
- Creating process SOPs
- Internal audit for new joiners/peers.
Analyst
Porteck India Infoservices
11.2012 - 01.2015
- Claim Resolution through calls/websites, reducing 60+ and 90+ AR and ensuring payment flow
- Worked on Govt
- And commercial payers
- Analyzing denial, payment trends for different payers.
Education
Bachelor of Technology - Computer Science and Engineering
B.Tech
12.2012
12th - Science (PCM)
J P Academy
Meerut, Uttar Pradesh06.2008
10th - Matriculation
J P Academy
Meerut, Uttar Pradesh06.2006
Skills
- Process improvement and excellence
- Leadership and management
- Team engagement and recognition
- SOP creation and review
- US healthcare insurance expertise
- Email communication
- Microsoft Office proficiency
- Citrix applications
- Medical management system
- Genesys and Avaya knowledge
- Client relationship management
- Project management
- Workforce planning
Industryoverview
- Preferred Provider Organization (PPO)
- Indemnity Health Insurance
- A/R Follow up & Denial Management
- Documentations & Claim submissions
- Credit Balance & Correspondence
- Benefit and Eligibility Verification
- Patient Scheduling and Documentation
- Transport and Language
- CMS/UB forms
- Customer Service
- Patient Indexing
Personal Information
- Father's Name: Mool Chand Chauhan
- Date of Birth: 06/05/1990
- Nationality: Indian
Languages
- Hindi
- English
Timeline
Assistant Manager of Operations
IENERGIZER IT SERVICES PVT. LTD.
11.2018 - Current
Subject Matter Expert
Pacific BPO PVT LTD
02.2016 - 11.2018
Senior Analyst
Rsystems International PVT LTD
02.2015 - 02.2016
Analyst
Porteck India Infoservices
11.2012 - 01.2015
Bachelor of Technology - Computer Science and Engineering
B.Tech
12th - Science (PCM)
J P Academy
10th - Matriculation
J P Academy
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