SUDHAKAR JAYRAM NAYAK
Mumbai
Summary
A results-driven professional with 12 years of experience in Revenue Cycle Management (RCM), excelling in roles such as AR, Senior AR, Line Trainer, Quality Analyst, and Team Leader. Strong in relationship building, analytical problem solving, and organizational skills, with a detail-oriented and adaptable approach.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Team Leader
Hexaware Technologies
Mumbai
06.2025 - Current
- Lead and manage a team of 34 FTEs supporting five key lines of business: Intake, Examiner Support, FNOL (First Notice of Loss), FROI (First Report of Injury) Claim Setup, and Payments. Act as a strategic liaison between internal stakeholders and the offshore client, Markel, ensuring smooth business transitions, process alignment, and operational efficiency. Drive service excellence by overseeing day-to-day operations, resolving escalations, and supporting continuous improvement initiatives.
- Facilitated training sessions to enhance team skills and performance.
- Coordinated project timelines and deliverables to meet client needs.
- Developed process documentation to streamline operational workflows.
- Collaborated with stakeholders to gather requirements for new projects.
- Analyzed project risks and created mitigation strategies for execution.
- Enhanced communication channels between teams to improve collaboration.
- Implemented systems for tracking employee attendance, leave requests, overtime.
- Identified opportunities for process improvements to increase efficiency and effectiveness.
- Managed day-to-day operations of the department while ensuring high standards of quality control.
Senior Team Lead
Omega Healthcare Services Pvt. Ltd.
04.2024 - 06.2025
- Led a team of 63 associates, consistently surpassing client SLAs.
- Conducted in-depth analysis of daily performance metrics, boosting team productivity by 15%
- Implemented CAPA processes to resolve client issues and prevent recurrence.
- Developed PIPs for underperforming team members, enhancing team performance by 10%
- Strengthened client relationships through regular meetings and ensured adherence to timelines.
- Optimized resource allocation and operational workflows, improving efficiency.
- Managed task assignments, attendance tracking, and contributed to recruitment and training efforts.
- Ensured 100% compliance with SLAs for six months by rigorously monitoring performance.
- Prioritized cost-effectiveness and optimal resource utilization to elevate overall operational efficiency.
- Received Appreciation from the Client for outstanding performance.
- Rewarded with the Best Quality Analyst Award.
- Best Team Lead for 2 consecutive quarters in 2024.
- Led team in delivering high-quality healthcare services and support.
- Developed and implemented training programs for new team members.
- Facilitated communication between departments to enhance workflow efficiency.
- Managed scheduling and resource allocation for optimal team productivity.
- Analysed operational processes to identify areas for improvement and innovation.
- Implemented process improvements based on feedback from customers or internal stakeholders.
- Identified opportunities for process automation or streamlining existing procedures within the department.
Team Lead
Omega Healthcare Services Pvt. Ltd.
09.2022 - 03.2024
- Managed a team of 33, driving operational performance and process improvements.
- Analyzed performance reports, delivering targeted feedback to enhance team effectiveness.
- Resolved escalated issues and streamlined workflow to reduce bottlenecks by 20%.
- Led recruitment and training efforts, ensuring the team's readiness to meet targets.
- Maintained operational excellence by overseeing daily activities and ensuring task completion.
Quality Analyst
Gebbs Healthcare Solutions
04.2016 - 08.2022
- Performed daily audits of account activities, delivering feedback based on identified discrepancies to improve accuracy.
- Developed comprehensive daily reports, weekly dashboards, and compliance reports to support data-driven decision-making.
- Identified error trends and provided targeted training to the team to improve overall performance.
- Facilitated weekly calibration sessions with clients to ensure alignment on quality standards and expectations.
- Led client calls on behalf of the Quality Team, effectively communicating insights and fostering collaborative relationships.
Senior Associate
Gebbs Healthcare Solutions
05.2014 - 04.2016
- Managed a team of 30.
- Solved queries of agents and gave floor support.
- Responsible for quality of the team & conducted training, took monthly PKTs.
- Client interaction and scenario calibration.
- Maintained document of understanding (DOU).
AR Associate
Gebbs Healthcare Solutions
04.2012 - 05.2014
- Call for claim status-worked on Denial Management.
- Worked on Rejections and Eligibility verification.
- Specialties in Radiology, Physiotherapy, and Laboratory.
Education
MBA - Operations Management
Himalayan University
Bachelor of Commerce -
Yeshwanthrao Chavan Maharashtra Open University
Skills
- Teamwork
- Time Management
- Leadership
- Effective Communication
- Critical Thinking
- Advanced Excel
- MSCIT 2007
- 7 Quality Control Tools
Certification
Lean Six Sigma Green Belt Certified
Languages
- English (Fluent)
- Hindi (Fluent)
- Telugu (Fluent)
- Gujarati (Fluent)
- Marathi (Fluent)
Personal Information
Title: Senior Team Leader
Rewards And Recognition
- Received Appreciation from the Client for outstanding performance.
- Rewarded with the Best Quality Analyst Award.
- Best Team Lead for 2 consecutive quarters in 2024.
Timeline
Senior Team Leader
Hexaware Technologies
06.2025 - Current
Senior Team Lead
Omega Healthcare Services Pvt. Ltd.
04.2024 - 06.2025
Team Lead
Omega Healthcare Services Pvt. Ltd.
09.2022 - 03.2024
Quality Analyst
Gebbs Healthcare Solutions
04.2016 - 08.2022
Senior Associate
Gebbs Healthcare Solutions
05.2014 - 04.2016
AR Associate
Gebbs Healthcare Solutions
04.2012 - 05.2014
MBA - Operations Management
Himalayan University
Bachelor of Commerce -
Yeshwanthrao Chavan Maharashtra Open University
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