Vinaykumar Singh

• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Maximized performance by monitoring daily activities and mentoring team members.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Collect, analyze, and interpret workforce data to
  identify trends and improve operational
  performance, ensuring data-driven decisions.
• Develop and document detailed transition plans,
  outlining scope, timelines, milestones, resource
  allocation, and work assignments for seamless
  project execution.
• Allocate tasks to team members based on
  skillsets and project needs, using scheduling and
  forecasting tools to ensure optimal workforce
  utilization and coverage.
• Track and compare actual hours worked to
  production achieved, using dashboards and
  reports to identify productivity trends and areas
  for improvement.
• Collaborate with stakeholders to understand
  business requirements and align transition
  strategies, work distribution, and productivity
  expectations with organizational goals.
• Act as the primary point of contact for clients,
  ensuring clear communication, managing
  expectations, and reporting on progress,
  timelines, and productivity metrics.
• Coordinate with internal teams (operations, IT,
  compliance, HR) to ensure collective effort,
  address staffing issues, and resolve bottlenecks
  during the transition.
• Oversee seamless migration of processes such as
  patient registration, billing, coding, payment
  posting, and denial management, ensuring
  resource allocation aligns with workload and
  timelines.

• Developed and maintained relationships with customers.
• Onboarded new employees with training and new hire documentation.
• Cross-trained existing employees to maximize team agility and performance.
• Managed and motivated employees to be productive and engaged in work.
• Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Conducting requirement gathering sessions.
• Weekly calls with customers to share the progress of the projects.
• Getting all the requirements implemented on the salesforce platform.
• Driving the UAT (User acceptance test) calls.
• Part of deploying the solution in the production environment.

• Managed a team responsible for provider configuration and data management, ensuring accuracy and consistency in all activities.
• Developed and implemented standardized processes and procedures, resulting in improved workflow and increased efficiency.
• Collaborated with cross-functional teams to optimize provider configuration and data management processes, driving operational excellence.
• Provided guidance and support to team members, fostering a culture of high performance and continuous improvement.
• Created the formulated excel sheet for maintaining the daily production tracker.
• Handled 32 members team.
• Work allocation to the team.
• Actively participating in daily inventory calls.
• Managing teams Quality
• Conducting daily team huddle.
• Conducting One on One.
• Preparing KRA’s for the Team.
• Being part of Calibration Calls.
• Quarterly and Yearly review and ratings for the team.
• Conducting 5Y’s for the team.
• Evaluating Early warning Signs and taking necessary actions.
• Publishing the daily report to the team related to production and quality.
• Actively engaging team to share best practices within the team.
• Encouraging team for process improvement programs.

• Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
• Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
• Promoted high standards through personal example to help each member understand expected behaviors and standards.

Quality Team Leader (Dec’16 – May’17)

• Handled 15 members of a team.
• Streamlined the Audit process.

Process Excellence Team Leader (June’17 – Nov’ '17)

• Was part of the T&M process across all the processes.
• Standardized the process across different Accounts.
• Created the CPT web-page with guidelines for process improvement with the help of the development team.

Coding Team Leader (Dec’17 – Aug’18)

• Created the formulated Excel sheet for production.
• Inventory management.
• Handled 32-member team.
• Work allocation to the team.
• Inspire and motivate teamwork to achieve goals
• Managing the inventory.
• Conducting Team briefing.
• Tracking of escalation from clients.
• Encourages team members, including communicating team goals and identifying areas for new training or skill checks
• Conducting One on One.
• Preparing KRA’s for the Team.
• Being part of Calibration Calls.
• Quarterly and Yearly reviews and ratings for the team.

BI (Business Intelligence) Team Leader (Oct’18 – Till date)

• Publishing the weekly / Monthly reports.
• Recommending solutions for creating more revenue and reducing costs.
• Responding quickly to client requirements.
• Ability to explain complex technical issues in a way that non-technical people may understand.
• Researching best practices in data analysis, presentation and management techniques.
• Quickly and correctly identifying underlying areas of concern.
• Prioritizing tasks by corporate goals.
• Converting data into business intelligence
• Making sure that reports are delivered accurately and on time.
• Participating in team planning sessions.
• Providing data and analysis in support of the company’s initiatives and projects.
• Building strong working relationships with cross-functional teams.

Responsibilities: As a system analyst -

• Designing the system as per the requirements of the Business.
• Preparing the DSS (Detailed System Specification) as per the designs.
• Coordinating with the Development team to make the necessary changes in the system as per Business requirements.
• Being part of User Acceptance Testing (UAT).
• Providing necessary inputs if required for the implementation of system changes.
• Timely/accurate completion of standard quality reports and analysis.

Responsibilities: As a Quality Specialist -

• Track and report daily performance updates to leadership.
• Conduct daily team huddles (process updates, metrics and targets for the day).
• Routinely analyze results of quality reviews to report error trends.
• Demonstrate high quality and root cause identification and analysis.
• Manage assigned special projects to completion within the target date.
• Demonstrate leadership in continuous improvement.
• Develop recommendations for Quality remediation plans.
• Share best practices and support team goals and objectives.
• Drive consistency and efficient processes on the team.
• Actively participate in quality improvement initiatives/meetings.
• Required to audit claims for on-shore teams and share the feedback.
• Auditing Complex Health Insurance Claims and Documented Calls of onshore PCRS agents to maintain the quality of the process

Responsibilities:

• Performing daily Compliance checks for all the team members and projects.
• Listening / barging agent calls and evaluates them on specified parameters.
• Doing Accuracy checks as and when required.
• Assisting the AM – Quality in all the quality-related initiatives.
• Working in sync with the Quality team for project deliveries.
• Giving regular feedback to the agents on their errors and Quality scores.
• Briefing the agents on measures for improving their quality.
• Help the team in achieving the set Quality standards.
• Maintaining data for the Quality Team and generating reports.

Responsibilities:

• Developed and maintained quality assurance procedure documentation.
• Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Addressed non-conformance issues, pausing production to correct errors.
• Solely responsible for the quality of the team of 24 members.
• Preparing & maintaining all Quality Related Reports.
• Responsible for finding out the root cause in case of quality immerse
• Responsible for working out remediation plans to improve the quality.
• Taking refreshers, providing training
• Handing the responsibility of work distribution & keeping track of them.
• Sent on deputation to client site (UHG Captive-Gurgaon), for providing process training.
• Was responsible for client interaction while requirement gathering & data collection.
• Helping and mentoring teams in resolving process-related problems.
• Member of the BT Team and solely responsible for system-related issues for the overall India site.

Responsibilities:

(After Joining MD’s team)

• Consolidating reports for the MD of the company.
• Attending Con-Call, relating to collections, Enterprise and Churn.
• As a part of the MD’s team need to attend the meetings.

(Before Joining MD’s team)

• Prepared a formulated Excel Sheet to make the calculations easier.
• To Help subordinates to perform better
• Acting Team head in the absence of the Team Head.
• Use to prepare daily reports to be sent to the MIS team.
• Use to prepare reports and allocation of the cases to the CSEs to be resolved.
• Handled the corporate Account billing issues.
• Handled the Escalated cases from Ratan Tata’s Office.

• Built strong relationships with field operations team to support business development opportunities and improve service.
• Listened to customers' questions and concerns to provide answers or responses.
• Collected customer information and analyzed customer needs to recommend potential products or services.
• Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
• Used to provide proper resolution to the customer’s query.
• Used to train new Executives
• Used to handle agents break timings and roaster
• Used to take care of Mobile lost cases (Verification and Disconnection).