Thiliban Iniyan
Chennai, Tamil Nadu, India
Summary
Dynamic Service Delivery Operations Senior Analyst with over 12 years of extensive experience in US healthcare, driving operational excellence and team performance. Expertise in Claims Adjudication, User Acceptance Testing, quality management and innovative strategies has consistently resulted in exceeding productivity, quality and Attrition targets. Demonstrated leadership in managing large teams while fostering collaboration and enhancing client interactions. Committed to implementing process improvements that elevate service delivery, and ensure compliance. Seeking to leverage comprehensive skills in process enhancement and client servicing within a reputable BPO/ITES organization.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Service Delivery Operations Senior Analyst
Accenture Solutions Private Ltd
Chennai
09.2022 - Current
- Managing team size of 32 members which working for Reconciliation of payments against the invoice billed and delivery of customer bill balance letter (discrepancy Report) to clients for further collection process.
- Ensure to achieve process Service Level Agreements / metrics i.e. productivity and quality target within the established timelines.
- Good in managing the attrition and being responsible for all operational and compliance SLA.
- Leading process with the effective monitoring of 3x3 and FMEA.
- Manage inventory within TAT through effective leave management and cross utilization.
- Maintain operations rigor around daily huddles, knowledge management, cross training etc.
- Identify opportunity areas for improvement in quality & productivity.
- Interacting with clients and internal departments to resolve issues.
- Contributed to the interviewing process and made new hire recommendations.
- Co-ordination with Work Force Management (WFM) Team to get required data for client presentations and SLA metrics.
- Participates in Weekly Manager Meetings as open forum for exchange of work-related ideas, experiences and to identify any issues encountered throughout that week.
Team Lead – Operations
Cognizant Technology Solutions
Chennai
04.2017 - 08.2022
- Handled team of 25 associates under claims adjudication and claim adjustments.
- Reduce the risk of future denials by revising processes, re-training staff, or adjusting workflow.
- Managed a high workload with a consistent record of achieving deadlines and production targets.
- Proficient in claim adjustments and repricing when it comes for Rework.
- Improved team efficiency and productivity by restructuring workflow and managing assignments.
- Helped set and manage objectives for quality, productivity and compliance.
- Drive continuous process improvements by initiating and delivering process improvement projects and ensure delivery of the project from a time, cost and quality perspective.
- Allocation of the work to the team members as per the inventory based upon the team strength.
- Drive team to achieve process Service Level Agreements / metrics i.e. productivity and quality targets within the established timelines.
- Organizing team huddles for daily updates and internal/external error sharing.
- Manage and resolve escalations and issues raised by customer/client.
- Involved in analyzing the error trends done by the client and preparing a work plan to avoid the errors in future.
Global Claims Executive
CMA CGM Shared Service Centre
Chennai
02.2015 - 03.2017
- Handled Individual investigations on shipping claims based on Damage reported by Clients.
- Coordinating with operational and technical team across different geographical areas around the world.
- Verifying various evidences and creating reports for the legal proceedings.
Claims Examiner Sr. Executive
Dell Services
Chennai
06.2010 - 01.2015
- Examination the data entered, claim image (CMS 1500 & UB04) and description of potential problem and reviews all information in order to finish the adjudication of the claim for the payment.
- Adjudicating professional & facility claims with adherence to client’s policies and procedure.
- Assigning and completing all priority Client requests and queries.
- Trained a new batch on process and conducting refresher training on new scenarios.
- Performing high $ claims audits reviews with lead.
- Provide clarifications and reviewing invalid pends for the team and ensuring on time closure.
Education
BCA - Computer Applications
K.C.S.Kasi Nadar College of Arts And Science
Chennai05-2010
Skills
- Claims Adjudication
- Team management
- Facets
- US Healthcare
- Denial management
- Payer Operations
- Process improvement
- KPI
- COB
- Operations management
- Claims
- Manual Testing
- Automation
- Repricing
- Adjustments
- Service level agreements
- Payment inquiry
- Team leadership
- Inventory management
- Escalation management
- Data Analysis
- Document preparation
- FMEA creation
- 3x3 Analysis
- HIPAA
- Test case creation
- Compliance management
- Quality control
- Client interaction
- UAT
- Problem solving
Highlights And Recognition
- Received Star Innovator Award 2 times and two Best lead award during 2022-2024 from Accenture.
- Leading Edge Award in Healthcare account for best SME during 03/2021 in Cognizant.
- Most Valuable Team Player in Cognizant 'The Unicorn/Game changer' award 7 times during 04/2018 - 08/2022.
- Appreciation from Client in Cognizant for successfully completed the UAT testing.
- Recognized as Professional Health care Process Trainer during 04/2014 in Dell BPS.
Languages
- English
- Tamil
Certification
✓Certified in Six Sigma - Yellow Belt
✓CAT C – Adjudication Training- Dell Services
✓Train the Trainer– Dell Services and Accenture
✓Certified in Microsoft Power BI
Accomplishments
●Received two Star Innovator Award and two Best lead awards during a 2022-2024 from Accenture
●Leading Edge Award in Healthcare account for best SME during Mar’21 in Cognizant
●Most Valuable Team Player in Cognizant “The Unicorn/Game changer” award 7 times during April 2018 & Aug 2022
●Appreciation from Client in Cognizant for successfully completed the UAT testing as an individual contributor during crisis situation
●Recognized as Professional Health care Process Trainer during Apr 2014 in Dell
Languages
Tamil
First Language
English
Proficient (C2)
C2
Timeline
Service Delivery Operations Senior Analyst
Accenture Solutions Private Ltd
09.2022 - Current
Team Lead – Operations
Cognizant Technology Solutions
04.2017 - 08.2022
Global Claims Executive
CMA CGM Shared Service Centre
02.2015 - 03.2017
Claims Examiner Sr. Executive
Dell Services
06.2010 - 01.2015
BCA - Computer Applications
K.C.S.Kasi Nadar College of Arts And Science
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