Sriram Sathyamurthy

Issue Resolution Associate

• Act as a 'Customer Success Manager' and Primary contact for high-risk clients (Tenet & USACS Management Group)
• Supervising/Mentoring a team of 13 Revenue Cycle Analyst.
• Manages day-to-day work allocations.
• (Product-Oriented Delivery) POD segregation of client’s based on their Risk Score and Revenue Impact.
• Support Alpha/Beta tests before GTM (Go-To-Market) and at MVP (Minimum viable Product) strategy and general availability by collaborating with customer-facing teams, analyzing feature impact, and preparing communications.
• (Knowledge Centered Service) Proof Reading & Approving KCS Articles to diversify the SOP and workflow across the team members.
• SLA management, determining the team's collective SLA time in accordance with workflow and process constraints.
• Determines the "Net Promoters score" and provide utmost care to the Detractors through POD allocation.
• Manages client's renewal rate.
• Work with teams across the organization to solve issues and address challenges to improve the effectiveness.
• Represent the customer for assigned product area, demonstrating responsibility for end-to-end customer journey and touchpoints.
• Articulate the feature's value-add, and how it enhances the overall athenahealth story.
• Partner with Product Management leaders to drive portfolio and product strategy.

Issue Resolution Senior Analyst

• Facilitate New Hire Orientation and Vertical based Training.
• Conducts Refresher session to Tenured agents to fix the grey areas and cover the process entirety.
• Conducts Cross training across the vertical to manage team deficit.
• Conducts Feedback session to ensure seamless client experience.
• Perform live audits to analysts, before the resolution hits the client bucket.
• Issuing Floor Certification by verifying the important parameters that aligns to the workflow and business goals.

Issue Resolution Analyst

• *Exceeds day-to-day goals with superior quality.
• *Setting New Benchmarks