Operational Leader Healthcare & Insurance Operations

Barkha Sharma

Shrewsbury, MA 774-***-**** ******.*******@*****.*** linkedin.com/in/Barkha-Sharma

PROFESSIONAL SUMMARY

Operational leader with 19+ years of experience across healthcare and insurance operations, with deep expertise in offshore transitions, process optimization, HIPAA compliance, and enterprise-scale team leadership. Known for driving efficiency, reducing operational risk, and delivering consistent, high-quality outcomes in regulated environments.

PROFESSIONAL EXPERIENCE

Operational Lead – eClinicalWorks (2008–2024)

Owned end-to-end healthcare operations, leading large cross-functional teams to consistently meet SLAs, compliance, and performance targets.

Implemented data driven improvements and automation tools that improved productivity by 30% and reduction in errors to minimal.

Planned and executed offshore transition from U.S. to India, including assessment, knowledge transfer, go-live, and post-launch stabilization.

Standardized operations by designing and enforcing SOPs, significantly reducing errors and improving turnaround times resulting in reduced operational costs and accelerated service delivery.

Implemented scalable resource allocation model that optimized staffing across multiple shifts off shore and onsite increasing efficiency by 25% approximately with multiple teams managed.

Spearheaded deployment of centralized operational dashboard to improve real time monitoring of

KPI, enabling proactive decision making and service efficiency improvement.

Drove automation and workflow optimization initiatives that materially increased team productivity and throughput.

Built scalable onboarding, training, and professional development programs for new and tenured staff.

Maintained 100% HIPAA and regulatory audit compliance through continuous monitoring, controls, and corrective action plans.

Partnered with senior leadership and vendors to optimize service delivery models, improve customer outcomes, and control operating costs.

Operations Assistant Manager – Aviva Life Insurance (2005–2008)

Led policy cancellation operations at head office, managing large-scale, high-volume transaction workflows.

Supervised and coached teams to ensure accurate, timely, and fully compliant policy cancellations.

Redesigned workflows and implemented KPI dashboards to reduce turnaround time and improve service consistency.

Provided regular operational reporting, insights, and risk assessments to senior leadership.

Provided data analysis to regional managers and frontline staff, resulting in improved retention and service quality.

Streamlined customer communication process during policy cancellations resulting in tentative 16% increase in customer satisfaction scores.

Collaborated with quality department and IT department on projects under six sigma to improve the turn-round timing for cancellation process and improved departmental efficiency by 12%.

ACHIEVEMENTS

2007 awarded as best employee manager Aviva Life Insurance.

Independently transitioned process onsite (USA) to offshore (India) and stabilized successfully within 3 months increasing revenue .

Created billing stationary (2024) for support department improving efficiency by 40% and reduction in manpower in 2025 via automation.

I managed events like Halloween and Diwali during my professional tenure as key leader.

CORE SKILLS

Operational Leadership & Strategy • Process Improvement & Workflow Optimization • HIPAA & Regulatory Compliance • Offshore Transitions • Staff Training & Development • KPI & Performance Management • Risk Management • Customer Experience Enhancement.

EDUCATION

Graduate in Humanities, Delhi University

Comprehensive study of economics (micro and macro) and political science within diverse societies, enhancing cross cultural communication competencies.

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