SHALEM RAJ K
Hyderabad
Summary
Operations Manager with 15 Years of experience in strengthening Compliance, Improving Processes, and Elevating Output, Quality, and Customer Satisfaction, Extensive knowledge of process optimization and Data Analysis. Over all 15 years of experience in Life Science effectively handling the multiple Line of Businesses like PV, CDM, RCM, Contact Center & Compliance Management. Abilities in coordinating with internal/external customers for running successful business operations and experience of implementing procedures and service standards for Business excellence. Involved in Preparing SOW’s, Addendum’s or Change Request, Preparing the Process Maps to see that we are under compliance with MSA & SOW and all the Internal Policies of the Organization.
Overview
19
19
years of professional experience
Work History
Service Delivery Manager
Cognizant
12.2017 - Current
- OPERATIONS PMO MANAGER / SERVICE DELIVERY MANAGER
- Highly analytical and process-driven professional with 8+ years of experience in PMO operations and service delivery within IT/BPS environments. Proven ability to enhance project delivery efficiency by 20-30% through the implementation of standardized methodologies, governance, and automation tools. Expertise in managing cross-functional teams, reducing operational costs, and achieving high-level SLA compliance
- PMO Governance & Operations: Project Lifecycle Management, Portfolio Management, Risk & Issue Management, Process Improvement.
- Service Delivery: SLA/KPI Management, Client Relationship Management, Vendor Management.
- Tools & Methodologies: MS Project, SharePoint, SAP, Jira, Agile/Scrum, Waterfall.
- Leadership: Team Mentoring, Resource Allocation, Cross-functional Coordination.
- Led the Project Management Office team, increasing project delivery efficiency by 20%.
- Developed and implemented new PMO procedures, resulting in a 15% improvement in project quality.
- Managed the daily operations of the governance forum, ensuring compliance with KPIs for Channel Support & Operations.
- Spearheaded a portfolio management initiative that increased project alignment with business objectives
- Optimized resource allocation, achieving a 10% cost reduction in project delivery.
Assistant Manager
WNS
04.2017 - 10.2017
- Over Sight of Multiple Teams, Medical Bill Review, Provider Selection, FLC and Data Entry, Effectively Handled direct reports and Indirect Reports up to 52 FTE’s
- Effectively Managed Employees for Job performance Metrics, Trained, Coached and Monitored staff to ensure adherence to Quality Metrics.
- Effectively Managed Quality reports which help to understand the Knowledge levels and thinking abilities of Individuals
- Developed a Production Tracker and Bill Journal Notes tool and received certification on Kaizen.
- Took initiative to drive employee engagement through Process Improvement, Recognition, and Growth & Development Opportunities.
Assistant Manager & Senior Consultant
IHBS
04.2016 - 03.2017
- Strengthened the Company business by providing the immense support to start the Company in Hyderabad, from recruitment to requirements and from Location to Licenses
- Provided both positive and constructive feedback to both Management and Team
- Involved in Training the New Joiners in the Organization, I trained the Team on the US Healthcare Process, Terminologies, RCM End to End process and Basic coding concepts, CPT’s ICD 10, Denials and Resolutions, Calling Etiquette
- IHBS is a start-up, a California based Laboratory, We do Radiology billing, and I am like an Administrative Backup for the Business Owners.
Assistant Manager RCM
Arzt Healthcare
05.2013 - 03.2016
- Major challenge is to understand the Work Load and determine the required resources based on the budget and mostly we hired fresher’s and then I have to implement Training modules.
- Involved in Training the New Joiners in the Organization, I trained the Team on the US Healthcare Process, Terminologies, RCM End to End process and Basic coding concepts, CPT’s ICD 10, Denials and Resolutions, Calling Etiquette
- Conducted annual performance reviews. Identified and mentored high-potential staff, preparing them for positions involving greater responsibility. I ensure that everyone is following the Company policies and rules.
- Arzt Healthcare is also a Start up, I handled Eligibility and Benefits Verification, Account Receivables and Denial Management.
Team Lead Billing
ModuleMD
06.2011 - 05.2013
- Specialized in Medicare & Medicaid Denials
- Involved in Training the New Joiners in the Organization, I trained the Team on the US Healthcare Process, Terminologies, RCM End to End process and Basic coding concepts, CPT’s ICD 10, Denials and Resolutions, Calling Etiquette
- Conducted annual performance reviews.
Team Leader
Phycare Services
05.2007 - 06.2011
Education
B.Sc - Comp (Maths, Statistics, and Computer Science)
Osmania University
Hyderabad01.2003
Skills
Quality monitoring
New client onboarding
Project creation
End point configurations
Client relationships
Project planning
Project implementation
Operations support
Billing & invoicing
PERSONAL DETAILS
English
Hindi
Telugu
DECLARATION
I hereby declare that the information furnished above is true to the best of my knowledge. Date: Place: Hyderabad (K. SHALEM RAJ)
Timeline
Service Delivery Manager
Cognizant
12.2017 - Current
Assistant Manager
WNS
04.2017 - 10.2017
Assistant Manager & Senior Consultant
IHBS
04.2016 - 03.2017
Assistant Manager RCM
Arzt Healthcare
05.2013 - 03.2016
Team Lead Billing
ModuleMD
06.2011 - 05.2013
Team Leader
Phycare Services
05.2007 - 06.2011
B.Sc - Comp (Maths, Statistics, and Computer Science)
Osmania University