Settypali Kraanti
Operations Team Lead
Hyderabad
Summary
Team Lead - Operations leading a healthcare operations team of 25 associates supporting US insurance customers through email and chat. Drives workforce planning, quality audits, and RCA to control shrinkage, reduce defects, and keep SLA and customer satisfaction targets on track. Delivers Salesforce case management, eligibility verification, and escalation handling while building teams through training, mentoring, and onboarding.
Overview
2
2
Languages
10
10
years of professional experience
Work History
Team Lead - Operations
Cognizant
02.2025 - Current
- Manage healthcare operations team of 25 associates facilitating support for US insurance members through email and chat
- achieved zero attrition rate through systematic engagement, mentorship, and career development planning
- Controlled 8% shrinkage via diligent enforcement of workforce planning schedule adherence and real-time supervision
- managed client and internal escalations, ensuring SLA compliance and fulfillment of customer satisfaction objectives
- Administered workforce management functions involving shrinkage control, schedule optimization, and coverage strategy.
- Developed training programs to enhance team performance and operational efficiency.
- Coordinated cross-functional teams to drive successful project outcomes and align objectives.
- Monitored key performance indicators to assess team productivity and identify areas for improvement.
- Implemented process improvements that streamlined workflows, reducing turnaround times.
- Led root cause analysis initiatives to resolve operational challenges and enhance service delivery.
- Managed complex projects with multiple deadlines, ensuring all objectives were met successfully.
- Established best practices for resource allocation, optimizing workforce utilization across projects.
- Implemented quality control measures to reduce errors and ensure consistent standards across all operations tasks.
Team Leader - Healthcare Operations
Aeries Technology
04.2022 - 12.2024
- Led a team of 30 associates in delivering efficient claims management and prior authorization services. Ensured adherence to SLA standards, focusing on quality and productivity outcomes.
- executed performance assessments and coaching to enhance team skills and address performance issues
- Collaborated with stakeholders to align project goals with organizational objectives, driving strategic initiatives forward.
- optimized dashboards and audit files to improve visibility on productivity and compliance
- Developed training programs to elevate skill levels and ensure compliance with industry standards.
- executed performance assessments, coaching, and corrective measures
- evaluated claim adjudication EOBs, underpayment issues, and denial resolutions with payers
- Set performance expectations for the team, monitored progress towards goals, and provided constructive feedback.
Senior Software Engineer (Contract)
ValueLabs
07.2021 - 01.2022
- Collaborated with development team on 2 projects to create test plans that ensured quality assurance
- Contributed to over 5 projects from initiation to completion, enhancing project lifecycle management
- Collaborated with cross-functional teams to identify, report, and troubleshoot issues, resulting in 90% customer satisfaction
- Participated in more than 5 projects from the start until the end
- Worked with cross-functional teams to identify, report, and troubleshoot issues, achieving 90% customer satisfaction
ROC Transportation Analyst-Contract
Amazon
09.2020 - 02.2021
- Reduced overall transportation costs with strategic planning and route optimization
- Optimized transportation routes by analyzing historical data and trends
- Improved on-time delivery rates by implementing efficient scheduling processes
- Enhanced freight capacity utilization through effective load consolidation strategies
- Managed relationships with carriers to ensure reliability of service providers for diverse shipping needs
- Managed relationships with carriers, maintaining a reliable network of service providers for various shipping needs
- Streamlined communication between departments to enhance coordination and decision-making processes
- Resolved issues or discrepancies in shipments to maintain service quality and delivery integrity
Claims Adjudication & Prior Authorization Analyst
OptumRx
03.2016 - 03.2020
- Conducted insurance eligibility verification and secured necessary pre-authorizations, ensuring timely processing and approval of treatments
- Conduct eligibility checks by verifying insurance coverage, benefits, and policy details before processing claims, ensuring that services align with the patient's coverage at the time of service
- Determined claim eligibility for reimbursement and evaluated claims to establish reimbursement amounts, ensuring compliance with payer guidelines.
- Decide whether the claim is eligible for reimbursement or if further action is needed. Evaluate the claim to determine the amount to be reimbursed
- This involves applying payment rules (e.g., co-pays, deductibles, coinsurance) based on the patient's insurance policy
- Identified and flagged denied claims, reviewing denial reasons to assess validity and determine if further information was necessary for resolution.
- Verified insurance coverage, benefits, and policy details during eligibility checks, ensuring alignment of services with patient coverage prior to claims processing.
Education
Bachelor of Pharmacy (B.Pharmacy) -
Maheshwara College of Pharmacy
Hyderabad, IndiaSkills
- Team supervision
- Performance evaluations
- Staff training
- Escalation management
- Workforce planning
- SOP adherence
- Key performance indicators
- Quality audits
- Root cause analysis
- Compliance documentation
- Change management
- Process mapping
- Project management
- Resource allocation
- Training curriculum development
Interests
Volunteering in social service activities, Participating in team-building and engagement activities
Timeline
Team Lead - Operations
Cognizant
02.2025 - Current
Team Leader - Healthcare Operations
Aeries Technology
04.2022 - 12.2024
Senior Software Engineer (Contract)
ValueLabs
07.2021 - 01.2022
ROC Transportation Analyst-Contract
Amazon
09.2020 - 02.2021
Claims Adjudication & Prior Authorization Analyst
OptumRx
03.2016 - 03.2020
Bachelor of Pharmacy (B.Pharmacy) -
Maheshwara College of Pharmacy