Analytical Quality Analyst who believes that good customer service can be achieved by analyzing performance numbers. Adept at training new customer service representatives, delivering accurate reports and developing effective training courses. Specializes in Us healthcare industry.
Overview
10
10
years of professional experience
17
17
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Senior Quality Analyst
Ally Smart Business Process Solutions
Chennai
07.2022 - Current
Working with operations management team to ensure proper procedures are being followed
Conducting client meetings to discuss calls that agents take on behalf of that specific client
Providing subject matter expertise during the design/development phases of learning programs
Conducting entry level complex training sessions for new or cross-trained employees
Ensuring all training materials were up to date with changes that may have occurred
Providing coaching opportunities to associates as needed
Initiating reports to management on a weekly and monthly basis of the quality scores for each associate
Driving quality improvement with through more effective launch of new programs.
Certified in Lean Six Sigma Black Belt based on which few projects has been implemented and brought improvements in few business areas which had reduced the revenue leakage
Quality Control
OMEGA Health Care Management Services
CHENNAI
06.2019 - 06.2022
Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity
To conduct calibration sessions with operations and training team
To conduct regular Feedback sessions for agents based on the reports
Assistance for continues quality improvement
Providing trainings to agents on quality parameters, KRA's and expectations
Attend client calls on monthly basis on issues and clarifications if needed.
Monitored KPIs to proactively address bottlenecks and quality issues.
Developed training materials, SOPs and work instructions to supplement new team member onboarding.
Resolution based audit, audit calls, email, etc.,
Sr. Executive RCM
OMEGA Health Care Management Services
CHENNAI
05.2018 - 05.2019
Closely monitoring and examining each stage of the entire production process
Work closely with Leads/supervisor to provide assistance in process improvement
Calibrate quality in Production to make efficient work
Worked in denial and medical Billing to resolve the claims to get the payments
Team Mentor to train people, taking responsibility to ensure making the clients satisfaction
Increased Revenue Collections and investigated Past due accounts to minimize the unpaid claims
Worked on special project team to reduce A/R management days.
Executive RCM
Chakra Info Solutions
Vellore
11.2013 - 01.2018
Working on Denials, refunds and Rejection
Reduce the AR over 120 bucket and follow up with insurance company
Preparing the appeals and send to insurance carrier
We Possess an American Neutralized accent and follow up to the claims for Collection of payments
All Issues are well analyzed before making the call
We are team ensure all information received via Inbound call.
Education
Bachelor of Computer Applications - Computer Science
Indian School Of Business Management
Chhattisgarh, India
06.2019 - 05.2022
High School Diploma -
Vedavalli Higher Sec School
Walajapet, India
06.2007 - 05.2009
GED -
Anne Marie Matric School
Kaveripakkam, India
06.1995 - 05.2007
Skills
Quality Improvement
undefined
Certification
Lean Six Sigma Black Belt
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Lean Six Sigma Black Belt
02-2023
Senior Quality Analyst
Ally Smart Business Process Solutions
07.2022 - Current
Quality Control
OMEGA Health Care Management Services
06.2019 - 06.2022
Bachelor of Computer Applications - Computer Science
Indian School Of Business Management
06.2019 - 05.2022
Sr. Executive RCM
OMEGA Health Care Management Services
05.2018 - 05.2019
Executive RCM
Chakra Info Solutions
11.2013 - 01.2018
High School Diploma -
Vedavalli Higher Sec School
06.2007 - 05.2009
GED -
Anne Marie Matric School
06.1995 - 05.2007
Similar Profiles
Lowelyn Keith Barcelona TrompetaLowelyn Keith Barcelona Trompeta
Programme Advisor at GUS Education Business Process Solutions and Services Philippines, Inc, Berlin School of Business and InnovationProgramme Advisor at GUS Education Business Process Solutions and Services Philippines, Inc, Berlin School of Business and Innovation
Senior Client Support Specialist at Global Strategic Business Process SolutionsSenior Client Support Specialist at Global Strategic Business Process Solutions