Hi, I’m
Shaik Naseer Baba
Hyderabad
Summary
Dynamic Process Specialist and Customer Support professional with over 7 years of progressive experience in healthcare operations, specializing in comprehensive revenue cycle management, including billing, claims management, follow-up, and denial resolution. Expertise in analyzing workflows to identify process gaps and implement best practices that enhance revenue recovery and operational efficiency. Recognized for a strong customer service orientation and the ability to cultivate positive relationships with clients, patients, and cross-functional teams. Demonstrated proficiency in managing escalations and resolving complex issues with empathy and professionalism, ensuring clear communication that drives client satisfaction.
Overview
8
years of professional experience
3
Certification
Work History
Cognizant Technology Solutions Private Ltd.
Process Specialist - Voice U.S Healthcare
03.2025 - Current
Job overview
- Oversaw team performance and delivered constructive feedback to boost productivity while upholding quality standards.
- Resolved problems, improved operations and provided exceptional service.
- Evaluated customer needs and feedback to drive product and service improvements.
- Performed sample testing and processing in accordance with established SOPs.
- Maintained laboratory equipment and managed inventory to ensure smooth operations.
- Troubleshot equipment malfunctions and resolved processing errors to minimize downtime.
- Documented and escalated protocol deviations in compliance with quality standards.
- Contributed to continuous improvement initiatives to enhance efficiency and accuracy.
- Collaborated with cross-functional departments and assisted in training new staff members.
- Ensured compliance with HIPAA and CLIA regulations at all times.
- Managed the complete revenue cycle process, from pre-test estimation to claims handling and payment settlements.
- Provided courtesy discounts to patients without insurance coverage or financial means to pay test fees.
- Prepared and submitted claims to insurance providers, ensuring accuracy and timely billing.
- Scheduled patient appointments for sample collection and facilitated the delivery of test results.
Optum Global Solution PVT LTD India
Subject Matter Expert (U.S Healthcare)
05.2018 - 03.2025
Job overview
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Trained new team members by relaying information on company procedures and safety requirements.
- Mentored and guided employees to foster proper completion of assigned duties
- Conducted training and mentored team members to promote productivity and commitment to friendly service
- Developed team members' skills through targeted coaching sessions, resulting in improved individual performance
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations
- Worked with team to identify areas of improvement and devised solutions based on findings
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards
- Generated reports detailing findings and recommendations
- Conducted regular reviews of operations and identified areas for improvement.
- Researched and analyzed complex claims to determine next steps and possible outcomes.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
Education
M.R.R DEGREE CollegeKODAD
Bachelor of Science
03.2017
Shivani Junior CollegeKODAD
Intermediate 12th
03.2014
Z,P,H,S, KOMARABANDA
SSC 10th
03.2012
Skills
- Claims Processing
- Claim Amount Calculations
- Communication and flexibility to work at any environment
- MS Office
- Management skills
- Problem-Solving
- Performance & Production monitoring
- Key Performance Indicators
- Coaching and Mentoring
- Shift Scheduling
- Documentation And Reporting
- Team motivation
- Time management abilities
- Problem-solving aptitude
- Process Improvement
- Analytical Skills
- Decision-Making
- Customer Relationship Management
- In bound & out Bound Communication
- Service level adherence
- Empathy & Active Listening
- Denial Management
- Patient Insurance and eligibility checking
Certification
- Advanced Excel – Certificate of Participation
- Advanced Google Product Certification – Successfully Completed
- Enhanced Communication Skills – Training Program
Languages
Telugu
Advanced (C1)
Hindi
Advanced (C1)
English
Advanced (C1)
Timeline
Process Specialist - Voice U.S Healthcare
Cognizant Technology Solutions Private Ltd.
03.2025 - Current
Subject Matter Expert (U.S Healthcare)
Optum Global Solution PVT LTD India
05.2018 - 03.2025
Shivani Junior College
Intermediate 12th
Z,P,H,S, KOMARABANDA
SSC 10th
M.R.R DEGREE College
Bachelor of Science
Hobbies
- Photography
- Watching Movies
- Reading stories
- writing short stories
- Travelling
- Playing guitar.
Awards and Achievements
- “Star Performer of the Month” for consistently exceeding claim resolution targets.
- Awarded “Best claim Follow-up Specialist” for reducing outstanding claims backlog within set timelines.
- Received “Customer Service Excellence Award” for resolving high-volume patient inquiries with empathy and professionalism.
- Acknowledged for successfully handling escalated cases and ensuring timely resolution.
- Awarded as a best Subject Matter expert for the Q1-2023 and Q3-2023
- Awarded employee of the month for more than 10 times of any employee over 3 years. Achieved SLA saver award for the month of DEC-2023
- Honored with Automation improvement award for Q2-2023 Process achievement innovative contributions to my process over 2 years (2022-2024) which improved production and Quality 22% more.
Personal Information
- Name : Shaik Naseer Baba
- Father Name : Shaik Nagul Meera
- Date of Birth : 12/08/1997
- Contact : 8466911884 / 7013515282