Richa Sharma

Growth Path: Feb'19 - Feb'23: Assistant Manager (AR) Mar'23: Deputy Manager

• Led the successful transition of 5 CDOs across multiple Lines of Business (LOBs).
• Managed a team of 121 employees, including 5 Assistant Managers and 1 Management Trainee across AR, Payment Posting, Charge Entry, and Credit Balance.
• Oversaw AR metrics such as aging analysis, denial trends, resolution rates, and collection effectiveness to drive performance improvements.
• Applied the DMAIC (Define, Measure, Analyze, Improve, Control) approach to identify root causes, implement corrective actions, and sustain process improvements.
• Championed quality management initiatives, including error analysis, compliance audits, and performance monitoring to ensure adherence to SLAs and KPIs.
• Delivered structured training programs including Process Training, Refresher Training, Cross Training, and Compliance Training across multiple locations.
• Maintained and updated Client SOPs regularly, ensuring team alignment and process consistency.
• Used diverse training strategies such as group discussions, role plays, hands-on sessions, and feedback mechanisms to enhance learning and retention.
• Created Error Analysis Reports and developed action plans to improve process performance and reduce recurring issues.

• Manage a team of 15-20 team members in busy environment.
• Responsible for individual and team’s quality and productivity.
• Maintain and share the KPI of all team members each month.
• Client handling through calls and E-mails.
• Maintain all AR related reports and share with internal management and client.
• Monthly and weekly summary and dashboards to client.
• Resolving all process related issue via coordinating with Coding, EV/BV, Posting or billing team
• Research to improve the revenue cycle of the clients.