senior manager - client services and account managenemnt

SUMMARY OF QUALIFICATIONS

Driven senior-level advisor in client services role, business development, partner programs, integrated marketing and corporate planning with an outstanding reputation for transitioning goals into gains that help power branding and profitability.

16 years of progressive experience in US Healthcare-Provider and Payor domain alongside Quality assurance /Client and Transition Services. Regularly delivers against aggressive goals to help companies exceed their business objectives.

Ability to engage executive management, line of business owners, program stakeholders, partners, customers and colleagues to respond to product/process and thought leadership themes that will differentiate the company and increase revenues.

Dynamic manager, inspiring teams to produce outstanding results. Proven ability to define, organize and execute day-to-day operations within budgetary and time constraints.

Manage, nurture and grow client relationships. Charged with ensuring client satisfaction, program retention, and the identification of new program opportunities, individuals work across the internal organization to achieve client program objectives and performance standards.

Domain expertise in US Healthcare Payor and Provider Services

Account/Program Management :Planning & Execution

Account Profit & Loss and Review Budgetary compliance

Business Development, Transition & Service Delivery

Effective in establishing long lasting Client Relations

Program/Vendor Management

Process Solutioning Analysis & Implementation

Executive Relationships

Multi- geographies Performance Management

Collaborate for Clinical Audits- and Utilization Management to assess medical necessity of service

CORE SKILL AREAS

Audits,Process Governance &Oversight

Licensing, Certification,Compliance UR (US Healthcare)

Business excellence-Cross Functional Management

Six Sigma & Lean Methodologies

Succession /Business Continuity /Risk Management

Sales Force Portal Tracking and Maintenance

Writing, Editing and Proposals, Presentations – Contract

Management Negotiations

Advanced Excel and PowerPoint Knowledge with High End technical Proficiency in MS office functions

PROFESSIONAL EXPEREIENCE

Month /Year

Designation/ Title

Company

Jan 2015 To Date

Sr.Manager-Client Services and Account Management

HGS

April 2012 To Dec2014

Sr.Manager-Operations

April 2010-Mar 2012

Manager-Operations

Feb 2008- Mar 2010

Deputy Manager-Operations

August 2001 – February 2008

Revenue Cycle /Transition Management/Re-Engineering consultant for Jackson Memorial Hospital-Miami

Deloitte Consulting

Senior Manager- Client Services & Account Management

NY, USA, on L1A Visa: 2014 – August 2017

Support the delivery team being liaison between Client and Delivery teams across geographies like U.S, India and Philippines with external facing responsibilities with Clients providing back-up support to the Sales team on escalated issues. Key part of the Sales Team responsible for supporting various aspects of the sales process including producing compliant benefit summaries and managing the hand-off process to implementation for new and renewing work flows. manage work assignments in a global workforce environment with understanding of both Eastern and Western business practices and culture–Onshore and off shore Interact daily with the client and collaborate with Operations/Technology/Quality/ Business Excellence and related Delivery areas; as the team facilitates the clients work execution requirements. Assess business and financial impacts for critical business and technology functions and identify acceptable recovery time objectives for all functions. Handle Business relationships, with revenue tuning to approx. $15 M, also assist Sr. Vice President- HGS Global Client Services& Solutions in managing other Healthcare business relationship; estimated revenue of approx. USD $70M and Over .

Key Responsibilities:

Strategic Business Advisor

Client service delivery performance and relationship management

Interdepartmental liaison educating managers and departmental heads in the implementation of HIPPA Compliance

Contract Management and negotiations

Governance & oversight

Implementation and transition management

Issue escalation management

Process improvements and Value addition

Strategic planning & alignment

Understand and anticipate client’s needs and communicate to the team

Develop compelling solutions to client issues

Tap into the wider resources within HGS to develop solutions

Bring fresh insight to client’s business that will help them deliver competitive advantage

Develop join strategies that are mutually beneficial to all partners within the account

Communicate strategy and direction effectively across the team

Business Manager

Performance delivery for over 500 FTE

Business manager being comfortable with the MIS and forecasting process

Retain responsibility for overall profit and loss and growth of the program

Responsible for ensuring key business metrics are delivered

Partner with other departments to determine additional resources needed

Act as the client and company advocate internally on cross functional teams

Relationship Architect

Build and manage relationships involving all stake holders and influential bodies

Create relationships with all levels within the organization from ground floor to CEO

Ability to build trust in all stakeholders and establish influence across functions

Building client relationships that focus on warm personal interactions

PROFESSIONAL EXPEREIENCE

Senior Manager- Operations

IND, 2012 – 2014

Performance delivery for over 450 FTE

Demonstrates a vision for the Line of Business

Build the financial & valuation models as per the client requirement

Reviewing of budgets & analysis of the variances

Preparation of financial forecasts & tracking performance

Analyzing & summarizing financial results benchmarked to KPIs

Assisting the team in the execution of different projects

Provides solutions to organizational challenges

Responsible for Financial decisions – Administrative Cost,Contracts /Amendments

Officer In-charge for the Location during disaster/contingency Planning

Identify new/additional business prospects & help in the project expansion

Ensure smooth functioning of Day to Day operations

Demonstrate complete understanding of Client's requirements, facilitate the Operating System and ensure that the Team exceeds the Customer's expectations

Forecast and monitor short-term & long term workloads, plan shrinkage and initiate appropriate courses of action.

Oversee the development of intra-day volume forecasts. Provide weekly work schedules that optimize the available staff while balancing associate needs with service level requirements.

Process time-off requests and update daily schedule exceptions

Proactive priority changes in Symposium for agents to maintain and balance service levels across all queues.

Prepare Monthly Invoice Details.

Ensure activity transition between the QA Department and Training Department to enhance the team performance

Responsible for staffing during migration of processes. Co-ordinate with Transport Department for Logistics

Complete Ownership of Reports

Deliver the Service Level as required by the Contractual Obligations of the Project

Generate Reports and analyze them to provide inputs to increase efficiency

Escalate any critical issues to the concerned Authorities like Disciplinary issues, Leave, Salary etc.

Maintain relevant documentation as required by the Client/Customer

Enhancing customer experience & coordination

Maintaining/Adherence to the Attrition the set threshold

Initiate process improvement activities

Identify Knowledge gaps, Process gaps, Language gaps and facilitate appropriate Training, Coaching and Mentoring

Devise Monthly Plans and determine the Monitoring & Performance Evaluation Methods.

Analyze Performance Patterns and enforce preventive actions

Conflict Management

PROFESSIONAL EXPEREIENCE

Senior Analyst

IND, 2001 – 2008

Overall responsibility of the project team/ team leads, to assign, review and analyze accounts receivable. Work on reports, identify and resolve issues escalate problems as appropriate & communicate project status in weekly & monthly business meets.

Key Responsibilities:

One of the Leads for a project team of over 55 FTE

Handle a team size of over 25 (process associates /associate analyst /team leads)

Coordination with clients to ensure that the desired targets and objectives are met and thereby ensuring total client satisfaction.

Build and maintain client relationships

Build a strong team which can stand on its own and achieve the desired targets with high quality scores

Coordinate with the quality team for updates, process changes and quality control monitoring

Plan strategy and roadmap to resolve the AR (Accounts receivables)

Identify trends and design the team strategy accordingly

Monitor quality/productivity and forecast expected cash collection (approximate)

Prepare process flows and work flows in coordination with client and onsite representatives to be executed on floor at the onset of project

Cash Analysis of various assignments to the team is done to maximize cash on project

Consolidate various client reports as and when special assignments are completed

Motivate team to far exceed the Client expectations

Periodic feedback to the team on performance with regards to productivity and quality

Identify and groom top performers to perform at the next level

Half yearly and Annual Performance Reviews for the team

Resource allocation for a given project

Accounts receivable resolution & Cash acceleration

Data Reporting & Analysis

Generate reports of high complexity level.

PROFESSIONAL EXPEREIENCE

Onsite Transition Management- Onsite Consultant

FL, USA, on L1 Visa: 2004 – 2005

A.Onsite Transition Management- Onsite Consultant - Worked as a Liaison between Deloitte and the client, as an Onsite coordinator for Project ‘Jackson Memorial Hospital’ Miami

Responsible for studying the processes of the client, gathering all information that would be required for the India team to take off.

Work through the initial period of pilot testing and establish firm communication channels with the client for all types of escalations.

Part of Re-engineering Team for cash acceleration at client site

Worked on implementation of Client processes by training the Deloitte offshore team from client site.

Was responsible for a team of 5 at the client site

Identify loop-holes in general Claim follow-up process and provided Client with new Process flows enabling quick cash collection

Performed major Onsite activities on the project which involved handling complete billing activities and interacting with client on various issues for resolution.

Was the liaison between the client and the Deloitte offshore team.

Supported the Project management by independently managing and sending out correspondence to patients and appeal letters to payer.

Single point of contact for the client on all MCR related issues.

B.Client relationship management:

Regularly reviews the performance on the program with the client and ensures that the program is indeed running according to client expectations.

Submits periodic reports to the superiors on the performance and the growth plans available with the client.

Works out the impact of the requests and the requirements of the client in terms of time, effort and resource cost and makes appropriate decision based on the context.

Responsible for future growth from the client and works on increasing the value add as also the revenue share for the client.

C. Insurance Knowledge Sourcing consultant:

Operational ambassador for mirroring the onsite operational model at client site. (Louisville, KY USA and Wisconsin, Green bay USA).

Enriched with functional knowledge of vendor management from a US Health Insurance standpoint.

D.Business Analyst:

Develop project plan including cost/benefit analysis for system enhancements that meet business requirement.

Develop cost models to translate current expenditure into financial service models to support revenue goals.

Provide prompt financial results to management in-regard to overall financial performance, plant KPIs.

Design tracking approach for revenue leakage in the process, aside analytical tools for decision making

E.Report Generation

Report on weekly account review to Management

Weekly production and quality report to Managemen

KEY CONTRIBUTION

Productivity Improvement Project -Case Study published in Indian statistical Institute journal 2011

Secured Utilization review license for Kansas certification for HGS

Operational Portfolio Process Expansion adding Clinical Review Capability

Performed Analysis on the AR and reduced the AR through automations, thus minimizing manual intervention.

Out of the original Accounts Receivable Reduction Target of US $169 million, the team successfully reduced Accounts Receivables by US$ 140 million which includes cash collections to the tune of $100 million in Deloitte Consulting.

Coordinated the Action code and Denial code Mapping and Standardization along with process standardization for the quality team.

Groomed several sub-ordinates to Team Lead and managers positions

Performed quality reviews for the project team focused audits

Inventory worth 5 M was right sized the team in two days.

Ensured that Team maintained a 100% financial accuracy during insurance claims adjudication

Suggested several Process development and procedural changes to improve Productivity and Quality for the project team

Timely delivery of reports with very high accuracy eg: Bad –Debt report with 99% accuracy.

Leading e-premis inventory clean-up: Premis team cleaned up close to 2000+ accounts in a week.

Liquidation action plan was successfully implemented on the AR to right size the inventory.

The process was awarded champions of perfect service (Value Add’s to the customers)

Recognized for Continuous Growth and Value Generation Insights

Translating Opportunity into Growth

EDUCATIONAL CREDENTIALS

OSMANIA UNIVERSITY, IND

Bachelor of Science, Microbiology, Genetics & Chemistry

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