Unnikrishnan A
Product Delivery Head
Thiruvananthapuram
Summary
Encouraging leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
20
20
years of professional experience
5
5
Certifications
3
3
Languages
Work History
Head – Product Delivery
Travanleo Info Solutions Pvt Ltd./www.Cezta.com
9 2022 - Current
- Head of Product Delivery for Healthcare Vertical currently in Home Health Space
- Handle role of Product Owner as well as Business Analyst for this domain
- Self-motivated, with strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in team environment.
- Proved successful working within tight deadlines and fast-paced environment.
Sr Manager – Delivery (HIS/EMR/EHR)
Kameda Infologics.
03.2021 - 08.2022
- Head of Delivery – Account Management, Product Implementation, and Product Support functions
- Team Handling – 70 Member team including Project Managers, Developers, Testers, Support Agents
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Implemented and developed operational standards, policies and procedures.
- Provided strong leadership to enhance team productivity and morale.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Mentored junior staff members for skill development and career progression within organization.
- Managed budgets effectively, achieving financial objectives while maintaining strict control over expenditures.
- Evaluated hiring, firing, and promotions requests.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Increased customer satisfaction with timely project deliveries and seamless communication.
Manager – Product Implementation and Support
Starmark Software / VitalAxis Inc.
12.2017 - 02.2021
- Accountable for Customer Success
- Accountable for product implementation and customer go live projects and programs
- Handle customization projects and programs based on customer needs
- Incident and Change management
- Product Support and Maintenance and Improvement Initiatives
- Learning Management Systems for Product Support (LMS) Account Management
- Run product improvement initiatives for defect free product
- Lead Product Support team of 25 agents for LIS (Lab information Systems/EMR/RCM) Lead operations of interface monitoring and support
- SLA management for Support and Implementation
- CSAT Ownership.
Freelance Consultant (US Healthcare IT/ITES services)
06.2017 - 12.2017
- Business Consulting for potential players looking to enter into US Healthcare ITES market
- Business Development Activities (IT and ITES projects) for startup and small to medium sized IT/ITES organizations
- Freelancer (Transcription/Web Contents)
Manager – Operations
Acusis Software India Pvt Ltd
11.2014 - 06.2017
- Operations Management for US Healthcare outsourced operations
- Project management and SME for platform design and automation of workflow
- Manage Operations, primarily medical Coding – Startup Division
- 2016 Design and run MIS division of Medical Coding Operations – Startup division
- 2016 Manage Operations for both inhouse and partners, Audit & approve Monthly Partner invoices Play the lead role in migration of clients from a 10 year old legacy system on to the latest technology platform with minimal to nil disruption of deliverables
- 2015 Liaison with software development team in building support systems for automation and optimization of resources
- Act as the process owner for all software related requirements from the operations division and drive and oversee the projects to completion
- (Platform development and Migration, US payroll interface, transcription and coding workflow system) Operations, People, and performance management as location head for Bangalore and Mysore business units.
Assistant General Manager – Product Design, Support & Maintenance (EMR)
ACCENTIA TECHNOLOGIES LTD
01.2012 - 01.2014
- EMR Product Support and Maintenance – Managed end to end Implementation programs and support activities including Incident Management, Release management, Change management, Continual improvement of EHR platform
- Business Analyst , R&D, Requirement gathering, Functional requirements (business requirements documentation)
- Conducted EMR/HER Implementation Training for Onsite Team and end users/clients
- Designed Help and Support System
- Responsible for MU and CQM requirements as well as EMR compliance measures
- Responsible for client MU Attestation (Meaningful use and CQMs)
Senior Manager –Operations (Revenue Cycle Management)
ACCENTIA TECHNOLOGIES LTD
01.2007 - 01.2014
- Initiated Launch of new Business Vertical – Medical Billing and AR Division (Project initiation – Oversee Recruitment, Training, Pilot, and Go Live.) Developed and implemented processes and systems
- Developed Standard operating procedures for smoother operations
- Set up performance management measures
- Set daily/weekly/monthly/quarterly targets and monitor progress
- Established systems to monitor customer satisfaction
- Monitored Performance management and Employee engagement
- Handled Account transition and migration
- Managed Capacity and staffing plans
- Reviewed performance with internal and external clients with weekly conference calls
- Created payments and reward structure for high performing individuals
- Handled complete Recruitment and Training process
- Handled transition and migration of existing and new accounts.
Senior Manager (Medical Transcription Proofing and Medical Coding Services)
ACCENTIA TECHNOLOGIES LTD
06.2006 - 11.2007
- Operations Management – QA/QC Division Monitor fulfillment of SLA – Turn Around Time (TAT) of 2/4/8/12/24 hours and 100% Accuracy Ensuring Staff Scheduling 24 x 7 coverage Client Point of Contact Team Strength of 40+ senior level proofreaders and Coders
Senior Manager (Production-Transcription Services)
ACCENTIA TECHNOLOGIES LTD
11.2004 - 06.2006
- Operations Management – Production Division Monitor fulfillment of SLA – Turn Around Time (TAT) of 2/4/8/12/24 hours and 98% Accuracy Ensuring Staff Scheduling 24 x 7 coverage Client Point of Contact Managing a team of 300+ employees including, Production Managers, Team Leaders, Quality Controllers, Medical Transcriptionists, and associated support departments
- Review/refresher training for teams.
Manager (Production-Transcription Services)
ACCENTIA TECHNOLOGIES LTD
06.2004 - 11.2004
- Operations Management – Production Division Monitor fulfillment of SLA – Turn Around Time (TAT) of 2/4/8/12/24 hours and 98% Accuracy Ensuring Staff Scheduling 24 x 7 coverage
Education
Bachelor of Arts - Economics
University of Kerala
ThiruvananthapraumSkills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Computer Skills
- Customer Service
- Problem-Solving
- Team Management
- Excellent Communication
- Organization and Time Management
- Calm Under Pressure
- Supervision and leadership
Certification
ITIL Foundation – Ver 3.0 Certified. 2016
Professional Snapshot
Operations and Project Management professional with 25 years of experience in Operations, Account Management, People and performance management, Project and Program management, Customer Success, Product Support, SLA Management, Incident and Change management, and Product implementation.
Currentlocation
Trivandrum, India
Personal Information
- Notice Period: 60 Days
- Visa Status: B1 US Visa valid 2029
Timeline
Sr Manager – Delivery (HIS/EMR/EHR)
Kameda Infologics.
03.2021 - 08.2022
Manager – Product Implementation and Support
Starmark Software / VitalAxis Inc.
12.2017 - 02.2021
Freelance Consultant (US Healthcare IT/ITES services)
06.2017 - 12.2017
Manager – Operations
Acusis Software India Pvt Ltd
11.2014 - 06.2017
Assistant General Manager – Product Design, Support & Maintenance (EMR)
ACCENTIA TECHNOLOGIES LTD
01.2012 - 01.2014
Senior Manager –Operations (Revenue Cycle Management)
ACCENTIA TECHNOLOGIES LTD
01.2007 - 01.2014
Senior Manager (Medical Transcription Proofing and Medical Coding Services)
ACCENTIA TECHNOLOGIES LTD
06.2006 - 11.2007
Senior Manager (Production-Transcription Services)
ACCENTIA TECHNOLOGIES LTD
11.2004 - 06.2006
Manager (Production-Transcription Services)
ACCENTIA TECHNOLOGIES LTD
06.2004 - 11.2004
Head – Product Delivery
Travanleo Info Solutions Pvt Ltd./www.Cezta.com
9 2022 - Current
Bachelor of Arts - Economics
University of Kerala
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