Currently leading a corporate initiative independently for the Contact Center, implementing new processes to enhance customer experience. Implemented 20+ operations and process improvement projects within a span of 6 months. Effectively collaborated with offshore partners, reducing manpower costs by 10% in 3 months. Developed innovative solutions with a heavy emphasis on operational transformation. Improved team effectiveness by introducing automation to processes, thus reducing manual tasks. Initiated interdepartmental collaboration leading to improved communication and liaison.

Increased the departmental revenue by $500k; enrolled over 600 patients in the program in 1 year. Increased patient feedback to 87% by deploying social media strategies for a patient feedback mechanism. Experience in handling diplomats, international patients, media & television celebrities, & patients with a net worth of $5 million+.

Utilized EPIC software to update patient demographics & verified insurance benefits with 98% accuracy. Exceeded productivity goals by 10-15%; recognized as a top performer for Q3-Q4 (2018). Part of a select group of specialists for processing workman’s compensation & disability claims, verifying insurance eligibility, & determining patient/ payer financial responsibilities. Experience in handling & managing insurances like Aetna, Blue Cross Blue Shield, Cigna, Medicare, Medicaid, etc. Experience in communicating with Billing & Client Services to secure appropriate billing information & verify coverage.