Sonakshi Singh
Noida
Summary
Strategic Healthcare Revenue Cycle Management (RCM) Operations Leader with over 12 years of experience in end-to-end RCM operations, transitions, and process automation. Led large-scale teams of 150+ FTEs across multiple functions, optimizing performance and driving automation initiatives. Skilled in stakeholder management, KPI governance, and continuous improvement. Lean Six Sigma Black Belt certified, focused on building high-performing teams and delivering actionable performance strategies.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Manager - Business Lead (RCM Operations)
Commure India
Gurugram
11.2024 - Current
- Owned end-to-end RCM operations across high-volume manual workflows, ensuring productivity, quality, SLA adherence, cost management, and client satisfaction.
- Lead a 70+ member delivery organization, including Assistant Managers, Team Leads and Senior Associates, managing complex and judgment-based RCM cases.
- Own target setting, productivity planning and capacity management, translating business objectives into team-level and individual performance targets.
- Drove daily inflow-outflow, backlog, and aging analysis to balance workload and optimize capacity while mitigating SLA risks.
- Design, review and enhance operational dashboards covering productivity, quality, absenteeism and inventory, with working knowledge of SQL for reporting validation and updates.
- Perform Active FTE-level cost analysis, identifying cost drivers, utilization gaps and productivity trends and recommending actions to optimize cost per Active FTE.
- Partner with leadership to develop cost-reduction strategies through productivity improvement, automation adoption and staffing optimization.
- Work closely with a 10-member offshore automation team to translate operational workflows, business rules and exception scenarios into automation requirements.
- Identified manual-to-automation opportunities, delivering performance and cost-impact analysis to leadership for informed decision-making.
- Identified operational bottlenecks through data analysis and floor-level reviews, implementing corrective actions to enhance throughput and stability.
- Conducted root cause analysis for productivity gaps, quality leakage, and recurring operational issues, implementing preventive and corrective actions to enhance operational stability.
- Delivered data-backed operational reviews to senior leadership and clients, highlighting performance trends, risks, and improvement initiatives.
Transition Manager
Jorie AI
Noida
11.2023 - 11.2024
- Led end-to-end RCM transition and transformation initiatives covering Discovery, Requirements Gathering, KT, Process Mapping, SOP/PDD Development, UAT, Go-Live, Hypercare and Operational Handover.
- Owned transition planning and operational readiness, including staffing readiness, resource planning, KT, UAT validation, Go-Live execution and post-Go-Live stabilization.
- Managed cross-functional teams in Operations, Exception Handling, and RPA to align business requirements, timelines, and delivery objectives.
- Successfully delivered and operationalized 5 automation projects, achieving 95% CCR and managing residual volumes through structured exception handling.
- Automated approximately 4,000 Eligibility Verification inventory items within 5 days, achieving 95% CCR and improving turnaround time, throughput and scalability.
- Designed operational dashboards to track productivity, quality, absenteeism, inventory, and automation performance, utilizing SQL for reporting validation and analysis.
- Identified process bottlenecks and operational risks through data analysis and floor-level reviews and implemented corrective actions to improve throughput and service performance.
- Conducted RCA and CAPA for productivity gaps, quality issues, rework and recurring process defects, driving sustainable operational improvements.
- Led SOP standardization and continuous improvement initiatives, improving process consistency, reducing rework and supporting faster turnaround.
- Served as the primary escalation point across Operations, Quality, Training, Automation, Technology and Client stakeholders, ensuring timely issue resolution and decision-making.
- Delivered executive-level performance reviews covering operational KPIs, automation impact, productivity, risks and improvement initiatives, enabling data-driven leadership decisions.
- Mentored Team Leads and Assistant Managers to enhance leadership capability, accountability, and operational discipline within the delivery organization.
Assistant Manager - Operations
GeBBS Healthcare
Mumbai
02.2022 - 11.2023
- Managed 80+ FTEs across multiple US Healthcare RCM workflows, with accountability for productivity, quality, inventory, SLA adherence, workforce utilization and service delivery.
- Owned AR inventory management, including inventory segmentation, aging analysis, prioritization, workload allocation and resolution tracking to maintain SLA and collection performance.
- Developed and reviewed Power BI and operational dashboards covering AR productivity, quality, inventory, adherence, headcount, attrition and key business KPIs; provided data-driven insights to leadership.
- Led daily operational governance through production trackers, scorecards and performance reviews, ensuring achievement of productivity, quality and SLA targets.
- Owned target setting, productivity planning and performance governance for associates and Team Leaders, aligning operational targets with client requirements and business objectives.
- Managed workforce planning, including capacity forecasting, headcount planning, seat utilization, attendance and attrition monitoring, aligning staffing with business volumes to meet operational demands.
- Conducted regular Team Leader and vertical performance reviews, tracking productivity, quality, inventory, adherence and action plans and driving accountability for closure.
- Led process improvement and operational governance, using structured action tracking, weekly execution plans and effectiveness reviews to address performance gaps and business priorities.
- Coordinated operational readiness and resource planning for new AR projects and process changes, ensuring smooth implementation and stabilization.
- Managed complex AR inventories, including Nothing Paid / No Response (NPNR) cases, through structured prioritization, tracking and resolution governance.
- Supported annual budget planning and cost management, linking workforce utilization, productivity and operational performance with financial outcomes.
- Presented productivity, quality, inventory, SLA, workforce, financial and improvement metrics during Monthly Business Reviews and client performance reviews, providing insights to leadership and clients.
- Acted as a key stakeholder for client calls, escalations, complaints and incident management, driving timely resolution and maintaining service-delivery standards.
- Prepared weekly client review decks and management reports, highlighting performance trends, risks, root causes, action plans and improvement opportunities.
- Monitored operational compliance with ISO and internal quality/process standards, ensuring adherence to defined controls and documentation requirements.
- Partnered with QA and Operations teams to analyze AR quality and productivity trends, identify root causes and implement corrective and preventive actions.
- Mentored Team Leaders and supervisors, strengthening leadership capability, operational ownership and accountability across the delivery organization.
Assistant Manager - Operations
R1 RCM
Noida
08.2020 - 02.2022
- Managed 80+ FTEs across multiple RCM workflows including billing, registration, Accounts Receivable and escalations.
- Led daily operational governance covering productivity, quality, inventory, SLA adherence and compliance, maintaining >98% SLA performance.
- Managed workforce planning and productivity optimization to align staffing with volume demand and meet operational targets.
- Conducted cost-per-FTE and per-seat cost analysis, identifying utilization and downtime gaps and contributing to 8–12% cost efficiency improvement.
- Designed executive dashboards covering Days in AR, FPR, CCR, inventory aging, GCR, NCR, Denial%, rejection% and productivity trends.
- Owned AR and denial performance analytics, including Open AR vs. AR Days analysis, root-cause identification and corrective action tracking.
- Mentored Team Leads and Supervisors and implemented structured performance improvement initiatives.
- Delivered performance and cost reviews to senior leadership, providing actionable insights for operational decision-making.
- Supported reporting and process improvement initiatives to enhance automation readiness across RCM operations.
Team Leader - AR
Access Healthcare (formerly Pacific Global Pvt. Ltd.)
Noida
07.2018 - 04.2020
- Set daily, weekly, and monthly goals and performance metrics to align team efforts.
- Conducted performance audits and quality checks, leading team huddles that promoted continuous improvement.
- Maintained MIS reports to track attendance, quality, and production, enabling precise monitoring of team performance.
- Facilitated refresher training sessions for team members to improve skills. Handled team escalations.
- Conducted one-on-one sessions and yearly appraisals.
Quality Analyst - AR
Access Healthcare (formerly Pacific Global Pvt. Ltd.)
Noida
08.2016 - 06.2018
- Led QA team to enhance quality assurance processes across AR, IV, Correspondence, and Payment Posting.
- Conducted transactional and HIPAA regulatory audits.
- Delivered training sessions and contributed to Six Sigma projects, ensuring compliance with SLAs.
- Monitored accuracy and timeliness of outputs while collaborating with operations teams to support operational goals.
Senior AR Executive
Access Healthcare (formerly Pacific Global Pvt. Ltd.)
Noida
02.2015 - 07.2016
- Managed daily ERA and call inventory with resolution tracking.
- Coordinated with practices and escalated claim-related issues.
- Handled work order allocations and follow-ups with insurance carriers (Federal & Commercial).
- Submitted appeals with proper documentation and ensured CTQ/ CTP adherence.
- Supported training of new joiners and maintained productivity targets.
Senior Accounts Receivable Executive
nThrive (formerly e4e)
Noida
03.2014 - 01.2015
- Applied ICD-10 and CPT coding to process claims accurately.
- Resolved claim denials and rejections through collaboration with insurance companies, ensuring timely claim approvals.
- Identified and proposed workflow improvements, enhancing claims processing effectiveness.
- Met production and quality benchmarks consistently, contributing to department efficiency and service reliability.
Education
Bachelor of Commerce - Delhi
Gargi College, University of Delhi
Delhi01-2013
Higher Secondary - Noida
Bal Bharati Public School
Noida01-2010
Matriculation - Noida
Bal Bharati Public School
Noida01-2008
Skills
RCM Operations & Delivery
- RCM operations
- Accounts Receivable & Denial Management
- Eligibility Verification
- Payment Posting & Exception Management
- Inventory & Aging Management
Operational Transition
- End-to-End RCM Transition Management
- Knowledge Transfer & Process Mapping
- SOP / PDD Development
- UAT & Go-Live Readiness
- Hypercare & Operational Stabilization
Automation & Process Improvement
- RCM Process Automation
- Automation Opportunity Identification
- Business Rules & Exception Handling
- Automation vs Manual Performance Analysis
- Workflow Optimization
- Root Cause Analysis & CAPA
- Lean Six Sigma
Business & Operational Management
- Workforce & Capacity Planning
- Cost Management Strategies
- Productivity Optimization
- KPI & Dashboard Governance
- Risk and Escalation Management
- Performance Management
- Cross-functional Team Leadership
- Client & Stakeholder Management
Analytics & Reporting
- Operational Dashboards & MIS
- Trend & Variance Analysis
- Inventory / Aging Analysis
- Advanced Excel
- Data-driven Performance
- Reviews Revenue cycle operations
- RCM transition stabilization
- Accounts Receivable (AR) & Denial Management
- Eligibility and payment operations
- Process automation collaboration
- Operational strategy governance
- Cost optimization analysis
- Performance management KPIs
- Project management
- Workforce planning leadership
- Root-cause analysis
- Process Improvement Methods
- SQL reporting
- Client relationship management
- Automation implementation
- RCM operations management
- Process standardization
- Workforce optimization
- Continuous improvement initiatives
- Team management
- Cross-functional teamwork
- Led RCM operations for organizations of up to 150 FTEs across multiple healthcare workflows and leadership layers
- Delivered and operationalized 5 automation projects, achieving 95% CCR through automation and structured exception handling
- Automated approximately 4,000 Eligibility Verification inventory items within 5 days, improving turnaround time, throughput and scalability
- Maintained >98% SLA performance across an 80 FTE RCM operation
- Contributed to 8–12% cost efficiency improvement through workforce planning, FTE utilization and cost-per-seat analysis
- Built and governed operational dashboards covering Days in AR, FPR, CCR, productivity, inventory aging and quality
- Led cross-functional Operations, QA, Training, Automation, Technology and Client teams across transition and transformation initiatives
- Applied RCA, CAPA and Lean Six Sigma methodologies to address productivity gaps, quality leakage, rework and recurring operational issues
Certification
- Lean Six Sigma Black Belt Certified, 2026-58430
- Lean Six Sigma Yellow Belt Certified, 2026-58433
- CPC Certified - ICD-10, 2015
- PMP - Training InProgress (non-certified)
Disclaimer
I hereby declare that the details provided in this CV are true and accurate to the best of my knowledge. I take full responsibility for the correctness of the information shared above.
Hobbies and Interests
- State-level Hockey player (U.P.) and represented Delhi in competitive tournaments (Judo)
- Represented India in Kurash (international level)
- Trekking, camping and long-distance travel
Languages
- English
- Hindi
Timeline
Manager - Business Lead (RCM Operations)
Commure India
11.2024 - Current
Transition Manager
Jorie AI
11.2023 - 11.2024
Assistant Manager - Operations
GeBBS Healthcare
02.2022 - 11.2023
Assistant Manager - Operations
R1 RCM
08.2020 - 02.2022
Team Leader - AR
Access Healthcare (formerly Pacific Global Pvt. Ltd.)
07.2018 - 04.2020
Quality Analyst - AR
Access Healthcare (formerly Pacific Global Pvt. Ltd.)
08.2016 - 06.2018
Senior AR Executive
Access Healthcare (formerly Pacific Global Pvt. Ltd.)
02.2015 - 07.2016
Senior Accounts Receivable Executive
nThrive (formerly e4e)
03.2014 - 01.2015
Bachelor of Commerce - Delhi
Gargi College, University of Delhi
Higher Secondary - Noida
Bal Bharati Public School
Matriculation - Noida
Bal Bharati Public School