Syed Khaja Moinuddin
Service Delivery Manager
Hyderabad
Summary
Experienced with managing service delivery operations, ensuring seamless service integration. Utilizes strategic planning and stakeholder management to enhance service efficiency and client satisfaction. Track record of implementing process improvements and leading high-performing teams.
Overview
17
17
years of professional experience
3
3
Certifications
Work History
Service Delivery Manager
Optum Global Solutions
Hyderabad
02.2023 - Current
- Leading an Appeals and Grievances team of 240+ employees, supported by 7 Assistant Managers and 9 Domain Experts/Subject Matter Experts.
- Directing strategic operations for the healthcare appeals department, overseeing the review, investigation, and resolution of complex Medical and Pharmacy (Rx) insurance claim disputes.
- Managing cross-functional teams including appeals analysts, quality auditors, and compliance personnel to ensure timely and accurate processing in line with CMS and payer-specific regulations.
- Developing and executing operational strategies that improved appeal resolution rates by 10% and reduced average handling time by 30% since 2023
- Providing operational and subject matter support for automation and analytics integration initiatives to enhance productivity and quality (CPML/CCML).
- Collaborating with clinical leadership, legal counsel, and payer representatives to resolve escalated grievances and represent the organization during CMS audits.
- Overseeing budget planning, resource allocation, and financial operations, including strategic road mapping and monthly transaction-based billing and invoicing.
- Identifying opportunities to increase revenue and mitigate revenue leakage through process optimization and strategic planning.
- Successfully transitioning new work from domestic teams and integrating new work types into existing processes.
- Managing stakeholder relationships to ensure alignment with business objectives and enhance service quality.
- Mentoring junior team members, promoting best practices in service management and customer engagement.
- Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
- Coordinated new hire recruitment, training and development.
- Leading organizational change initiatives, ensuring smooth transitions with minimal disruption to daily operations.
Deputy Manager
Optum Global Solutions
Hyderabad
10.2018 - 02.2023
Assistant Manager
Optum Global Solutions
Hyderabad
09.2015 - 10.2018
Subject Matter Expert
Optum Global Solutions
Hyderabad
12.2012 - 09.2015
Senior Associate
Inventurus Knowledge Solutions
Hyderabad
10.2010 - 12.2012
- Worked as a Full time AR Caller - Accounts receivable (AR) is the money owed to providers or medical billing companies for the medical care rendered to patients. The generated invoices are sent out to the insurance companies or patients for payment.
Process Associate
Genpact
Hyderabad
01.2009 - 02.2010
- Coordinated collection efforts for GE Money and handled customer inquiries for NMAC (Nissan).
Education
Master of Business Administration - Human Resource and Finance
Osmania University
India01.2015
Skills
Knowledge of payer and provider dynamics
M&R & Commercial Appeals & Grievances
Leadership in cross-departmental collaboration
Performance measurement and evaluation
Coaching for development
Adaptability & Resilience
Operational management
Certification
AHM 250 - AHIP HEALTHCARE MANAGEMENT
PERSONAL DETAILS
- Date of Birth: 1986-03-18
- Nationality: Indian
- Marital Status: Married
- Gender: Male
Timeline
Service Delivery Manager
Optum Global Solutions
02.2023 - Current
Deputy Manager
Optum Global Solutions
10.2018 - 02.2023
Assistant Manager
Optum Global Solutions
09.2015 - 10.2018
Subject Matter Expert
Optum Global Solutions
12.2012 - 09.2015
Senior Associate
Inventurus Knowledge Solutions
10.2010 - 12.2012
Process Associate
Genpact
01.2009 - 02.2010
Master of Business Administration - Human Resource and Finance
Osmania University