Sowmya S

• Vendor Management/Vendor Onboarding
• Communicating with other stakeholders on day to day basis to ensure smooth ground operations.
• Handling Central support for ground operations by providing Trainings/handling reports/conducting audits to the ground staff.
• Managing monthly inventory process from Co-Ordination with Vendor and Ground operations to submitting the invoices for timely payments following up with Finance spocs
• Managing Payroll for BCS/OSS salaries by communicating/following up with Vendors & other stake holders to ensure timely payments.
• Managing day to day customer tickets/feedbacks.

• Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
• Developed and maintained quality assurance procedure documentation.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Administered 40/day internal quality audits and assessed results to inform corrective action measures.
• Participated in departmental meetings to establish short- and long-term strategy.
• Defined and implemented quality initiatives.
• Led process improvement projects to help operations meet and exceed quality standards
• Analyzed quality and performance data to support operational decision-making.
• Developed training materials, SOPs and work instructions to supplement new team member onboarding.
• Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
• Used Google sheets/Microsoft tools to create presentations, flowcharts and graphs detailing data analysis results.

worked as Quality Control analyst, Payroll Coordinator, Hiring & taking care of Field Operations in the Central collections team in PAN India level.

Did Quality check for the FQIP (Field Quality Improvement Program) and CPV (Contact Point Verification) process for the Field executives who do collection visits on a daily basis across the country.

Quality checks on the fake visits identification and Actual visits identification.

Post Quality analysis, moved the executive for training and if the same is repeated then the Executive will be penalized with warning letters and Travel allowance deduction.

Handled Field operations of 700+ FEs from onboarding to Offboarding which includes generating their Email access, Collection app access, Physical ID cards, ESI Cards, Resetting passwords, disabling the access when the FE Resigns.

Handled the payroll data for the Field executives on collating their Travel allowance data, Incentives data, Attendance data and other reimbursements for timely salary disbursal.

Managed FEs hiring by coordinating with the TA team and Field team based on the Location and Collection money requirement.

In Logixhealth Solutions as an auditor, I worked for the Inbound Patient Call Center Process. Doing the Call audits for the users, based on the communication, call management and process knowledge, AHT(Average Hold Time), ATT(Average Talk Time) as the core audit parameters.

Maintaining the quality reports on a daily basis and sending out the monthly quality percentage to the users by calculating it from the overall monthly reports.

Giving one on one feedback, which would let the users not repeat the errors in the future.

Educating the users on the errors and having them corrected if they are corrective errors. Providing OJT to the users.

Also worked on preparing standard training content.

• Worked in Omega Healthcare Management as an RCM Process trainer for 1.8yrs from January 2015 - October 2017.
• Was also part of Risk register team (compliance team) behalf of Training department.
• Have supported my supervisor (Team Manager and Senior Manager) with team reports and trackers which exposed me to learn MS Excel better.
• As a process trainer in Omega Healthcare Management, handled 12 New Hire Training batches and 300+ freshers.
• Trained the employees on General Medical Billing, RCM, Medical Terminologies, Types of Payers (Insurances), Providers (Doctors/hospitals), Payments, basic medical codes, medical coding modifiers, the common scenarios and used to check the knowledge by giving assessments on the same. Provided the training on analyzing the accounts, making calls to the insurance companies and dealing with the general scenarios.
• Have the record of 8 batches with 100% graduation and moved from training to the floor.
• Apart from New Hire Training, I had conducted Na(k)now sessions for the existing users on the floor on a particular medical billing topic/terminologies. The session used to long for 45mins to 1hr by which I was able to help the users resolve the claims in a better way and also assessments were given to the users on the same to analyze their understanding and making the training more effective

• Worked in Omega Healthcare Management as senior AR executive in RCM vertical for 2 year and 6 months from Aug 2013 - January 2015 before being promoted as Process trainer by IJP.
• Have worked in RCM projects like IASIS, PRN, BMPG, Walker's county, SSM, CCTx, currently working in Alaska Island practice.
• As an RCM AR for 2.6yrs worked in AR calling, Charge Entry, Medical Records, Claim production status Rejections, Claim Production Error Rejection, Appeals, Issue Trackers, client mails, Escalation and client tasks as priority tasks of the process.
• Had provided OJT for the freshers regarding the general medical billing, software Training and Client protocol Training as i was the only senior in the team and was also an acting TL.