NAVEEN.K
Mobile No.: +**–990******* ~E-Mail: ac71lo@r.postjobfree.com
A competent professional, seeking assignments in Team Management/ Process Improvement/ Quality Management preferably in Healthcare industry
PROFILE SUMMARY
A result oriented professional with 6 years 8 months of experience in:
~Process Improvement ~Operations Management ~Documentation
~Team Management ~Client Servicing ~Quality Assurance
Worked with Hinduja Global Solutions, Bangalore as Group Lead
Skilled in improving the process by using Analytical Tools – 7QC Tools, PCS, FMEA, etc.
In-depth knowledge about US Federal and State Laws governing the Insurance Policies
Proficient at providing value added customer service by resolving customer issues & ensuring their satisfaction with the
product and the service norms
Deft in managing projects and coordinating with cross-functional teams to ensure process/ project excellence
An effective communicator & negotiator with strong analytical, problem solving and organizational skills CORE COMPETENCIES
Operations Management
Coordinating with other departments on regular basis and ensuring the smooth flow of process & procedures
Forecasting trends, plan-stocking & de-stocking planning budgets and presenting figure for new ranges to senior managers Team Management
Leading and monitoring the performance of team members to ensure efficiency in operations
Conducting meetings for setting up objectives and designing or streamlining processes to ensure smooth functioning of several operations
Process Improvement
Driving change management in department and resolving operational issues by setting process of coordination and escalation
Steering improvement initiatives with focus on streamlining and managing processes with proactive planning,
introducing new concepts, steering change, etc.
Implementing process improvement framework in all process areas requiring improvement
Following a data-door approach to drive continuous improvement in compliance to quality parameters in shortest possible turn-around time
ORGANIZATIONAL EXPERIENCE
Since April’ 10 Hinduja Global Solutions, Bangalore Growth Path:
April’10 to April’14 Senior Claim Processing Executive Since Dec 16 Group Lead
Role
As Group Lead
Heading a team size of 24 FTEs for managing day-to-day operations including balancing the workloads, attendance,
attrition and outrage to minimize customer impact
Drafting production and quality reports and sharing the status with clients on monthly basis
Supervising the process/ function performance regularly and recommending appropriate corrective actions in case of
deviation by taking process improvement prospects
Improving team efficiency by driving up KRAs and feedback scores to team members
Involved in conducting performance appraisal for anniversary and annual review
Emphasizing on Refresher Training to bridge the knowledge gap among the team members
Identifying the loopholes of the team members and grooming them by proper training
Responsible for recruitment and selection of staff
Liaising with the clients for resolving process related issues & updates
Understanding all the binding laws & regulations related to project and the ethics & compliance of HIPAA
Understanding ESCM requirements and following 84 best practices
Interacting with other departments such as HR, Admin and IT for ensuring the proper execution of process
Laying down various parameters for incentives in conjunction with Manager and calculating monthly incentives of direct reporters and team members
Role
As Senior Claim Processing Executive
Resolved several problems quickly to prevent escalation and provided solutions for the same
Imparted training to the new hires for better productivity
Served as Lead Backup in managing the team and managed new project planning
Documented & consolidated production reports
Provided updates related to the implementation of process on the floor and mentored the new joiners Highlights:
Accredited with Zero Attrition Award from entire globe of Hinduja Global Solutions
Suggested changes which resulted in increasing performance and savings of $254,000 for Clients using PCS tools EDUCATION
1. B.com (Bachelor of commerce) from University of Bangalore, Bangalore in 2008 NOTABLE ACCOMPLISHMENTS
Certified in 6 processes and appreciated by top management for the process namely Provider Correspondence, Duplicates, COB, Negative Balance, CCP & MTV Prepay
Appreciated by US Counterpart for outstanding performance
Bagged Zero Attrition Award from entire globe of Hinduja Global Solutions
Successfully accomplished GB Projects to reduce errors & rework as per the quality parameters
Deftly completed FMEA Project for sub-process and reviewed work progress of the same on every 6 months once
Recommended changes for increasing the performance and savings for clients PERSONAL DETAILS
Date of Birth: 17th April 1986
Present Address: #33, 3rd cross vinayaka layout Nayandhalli Languages Known: English, Hindi, Kannada and Telugu Location Preference: Bangalore – 560035