Volunteer Work/Community Involvement
Shanmugaraj Venkatesan
Coimbatore,TN
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Experienced in Healthcare (Provider & Payer process) with over 9 years of experience in Healthcare industry. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
BPO Team Lead
NTTDATA Information Processing Services
Coimbatore, Tamilnadu
01.2022 - Current
- Maintained regulatory compliance in team file outcomes.
- Mentored and guided employees to foster proper completion of assigned duties.
- Communicated with staff, leaders and peers to coordinate successful collaboration with other departments.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Assisted with new hire processing and existing training programs.
- Determined appropriateness of payers to protect organization and minimize risk.
- Coordinated weekly meetings for internal and external groups.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Initiated timely response to emails, voicemails and written correspondence.
- Implemented new working processes to deliver multiple improvements.
Process and Comm. Training Analyst
NTTDATA Information Processing Services
Coimbatore, Tamilnadu
09.2019 - 01.2022
- Adhering to process training framework – Implementation and adherence – Role based training/TACM
- Supporting Provider, Payer, Life and BOI vertical teams in training related activities.
- Training delivery and effectiveness - Conducting Healthcare & Life vertical foundation training sessions for new joiners
- Conducting awareness sessions on QMS, ISMS & HIPAA – for new hires during foundation training.
- Process training framework – Implementation and adherence – Role based training/TACM
- Supported on process document (SOP) preparation for Banking vertical process
- Supporting Life vertical teams to streamlining foundation training schedule, revamped Life foundation training content
- Content management – vertical/service line level
- Knowledge management, Training and Organizational wide initiatives'
- Supporting and working on training process improvements
- E-learning & blended learning model - Supported Instruction designers on creating blended e-learning contents
Process and Comm. Training Sr. Representative
NTTDATA Information Processing Services
Coimbatore, Tamilnadu
11.2016 - 09.2019
- Conducted healthcare foundation trainings session for new joiners who joined for Provider and Payer vertical teams.
- Adhered to all training activities as per defined process.
- Support training partners in both Payer and Provider vertical by conduct audits every month and report audit finding on deviation and process non adherence.
- Always adhered to defined learning path and training schedules.
- Conducted awareness sessions on QMS, ISMS & HIPAA – for new hires during foundation training session.
- Frequently reviewing training content and tests Question bank for any updates and maintain material as of industry updates for Provider and payer vertical.
- Supporting Provider TP process on revamping Provider Level 2 ARM content and Physician Billing Content.
- Supporting Payer process on revamping Payer Level 2 Adjudication content
- Contributed and support team on knowledge management initiatives
- Always provided extensive support to payer and provider verticals to maintain flawless training schedule and training Ops related activities.
- Provide colleagues with regular and reliable information, including updates on own activities.
Training and Quality Executive
Firstsource Solutions
Chennai, Tamilnadu
11.2013 - 10.2016
- Updated quality control standards, methods and procedures to meet compliance requirements.
- Improved quality processes for increased efficiency and effectiveness.
- Rejected defective products and approved correct products.
- Mentored and encouraged employees to strive for excellence while fostering professional growth.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Evaluated quality problems and performed root cause analysis to identify and resolve issues.
- Managed and monitored HIPAA compliance program in process
- Created and maintained training process related documents
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction
HC & Customer Service Sr. Rep
Firstsource Solutions
Chennai, Tamilnadu
10.2012 - 11.2013
- Adjudicate HCFA/UB claim forms based on electronic claim instruction
through online Tool. - Match limit as per policy (DED&OOP) and reimburse exact excess amount to provider.
- Worked in account reconciliation process to maintain policy holders Out of pocket expenses in their respective buckets.
Printing Press Operator Assistant
Lakshmi Printers
Salem, Tamilnadu
02.2010 - 02.2011
- Adjusted controls to regulate flow of ink and dampening solution to plate cylinder.
- Prepared and operated offset printing press for maximum efficiency and production.
- Adjusted press during production runs to maintain specific registration and color densities
Education
Associate of Arts - Diploma in Printing Technology
Institute of Printing Technology
Chennai 07.2006 - 07.2009
Skills
Orientation and training
Training and mentorship
Schedule Management
Data organization
Training material development
Online training experience
MS Office
Instructional strategies
Training program development
Subject matter expertise
Interests
Traveling
Cooking
Music
Timeline
BPO Team Lead
NTTDATA Information Processing Services
01.2022 - Current
Process and Comm. Training Analyst
NTTDATA Information Processing Services
09.2019 - 01.2022
Process and Comm. Training Sr. Representative
NTTDATA Information Processing Services
11.2016 - 09.2019
Training and Quality Executive
Firstsource Solutions
11.2013 - 10.2016
HC & Customer Service Sr. Rep
Firstsource Solutions
10.2012 - 11.2013
Printing Press Operator Assistant
Lakshmi Printers
02.2010 - 02.2011
Associate of Arts - Diploma in Printing Technology
Institute of Printing Technology
07.2006 - 07.2009