Team Manager
British Orient Infotel Pvt. Ltd.
Total years of experience :19 years, 4 Months
• Adhering to HIPAA (Health Insurance Portability and Accountability Act - USA) standards to ensure compliant throughout the processes
• Responsible for managing six different teams (Doctors, Medical Transcriptionists, Case loaders, Case assigners, Call Center staff, and Data Entry Operators) with regard to their deliverables and reporting
• To plan and invent an action plan to meet the client’s assured TAT in terms of quality & productivity
• Facilitated and coordinated the work of multiple teams involved in the establishment and implementation of new solutions/processes to support the Management objectives
• Attending client meetings and guiding them the processes and benefits until Go-Live
• Streamlining the current day processes and resolve closure issues
• Communication and interpersonal skills demonstrated through customer service/stakeholder management
• SPOC for all communications to US Hospitals, ER Physicians and Interpretations Radiologists
• Identify and initiate new solutions or approaches to improve operations performance and participate in the continuous improvement of Project Management policy and practices
• Evaluated quality of assigned work and products that will be delivered
• Communicated major issues with QA and helped to develop quality improvement strategy to improve the quality scores
• Pro-actively initiate Random Audit to assess the readiness, performances, documentation etc. are aligned to business standards and methodologies
• Ensured all QA tools are fully utilized
• To drive Quality and process improvements initiatives
• Delivered status reports timely and applied excellent escalation skills
• Responsible for allocation of resources to make sure there is no business impact at all times
• Scheduling Trainings for new staffs, refresher trainings and other development training as per the needs
• To ensure all process related documents are up to date with all process updates at all times
• Ensured accurate document for placement in the EMR.
• Monitored, measured, trained and improved the skills of the medical transcriptionist by evaluating error patterns and being a resource.
• Ensured all QA tools are fully utilized
• Pro-actively initiate Random Audit to assess the readiness, performances, documentation etc. are aligned to business standards and methodologies
• Continuously reviewed and edited templates to ensure Joint Commission guidelines are adhered to.
• Continual update of transcription/IME reference information.
• Conducted quarterly and yearly medical transcription audits.
• Scheduling Trainings for new staffs, refresher trainings and other development training as per the needs
AUDITOR, QUALITY (January 2015 to November 2015)
• Ensured accurate document for placement in the electronic medical record.
• Monitored, measured, trained to improve the skills of the Quality Analyst Team by evaluating error patterns and being a resource for improvement
• Trained new-hire and on-going transcriptionists.
• Continuously updated Quality Assurance Training Manual and account specifics.
• Continuously reviewed and edited templates to ensure Joint Commission guidelines are adhered.
• Continual update of transcription reference information.
• Review and conduct quarterly and yearly transcription audits.
TEAM MANAGER, PRODUCTION AND QUALITY (January 2014 to January 2015)
• Managed the use and documentation processes on Meditech as per the client’s requirement ensure that service level agreements are fulfilled.
• Ensured accurate document for placement in the electronic medical record.
• Ensured smooth operations of the business by resolving conflicts and impediments if any.
• Resolved any time management conflicts in the team as well as maintaining and updating the attendance for the team. Worked in tandem with the HR team regarding the same.
• Ensured that all HR related queries are taken care required for the team. Ensure smooth correspondence between the HR team and my team.
• Monitored, measured, trained to improve the skills of the medical transcriptionist by evaluating error patterns and being a resource.
• Training of new-hire and on-going transcriptionists
• Managed existing client base and building on potential clients so as to increase the company's productivity. Additional responsibility of Customer Service Manager as well for 3 clients (hospitals).
• Maintained quality service to clients. Client relationship handling, setting up weekly calls with the client to discuss any issues and resolving the same at the earliest.
• Supervised a team of QCs and MLS' motivating them to exceed performance targets.
• Ensured smooth operations of the business by resolving conflicts and impediments if any.
• Resolved any time management conflicts in the team as well as maintaining and updating the attendance for the team. Worked in tandem with the HR team regarding the same.
• Trained new additions in the team to ensure smooth transition into the workflow.
• Managed attendance and leave management for the team members and ensure adequate staffing in all shifts.
• Managed existing client base and building on potential clients so as to increase the company's productivity. Managing two clients (hospitals) with an annual productivity of 15 million lines per annum.
• Maintained quality service to clients. Client relationship handling, setting up weekly calls with the client to discuss any issues and resolving the same at the earliest. To plan and invent an action plan to meet the client’s assured TAT in terms of quality & productivity
• Facilitated and coordinated the work of multiple teams involved in the establishment and implementation of new solutions/processes to support the Management objectives
• Attending client meetings and guiding them the processes and benefits until Go-Live
• Supervised a team of QCs and Editors motivating them to exceed performance targets.
• Ensured smooth operations of the business by resolving conflicts and impediments if any.
• Trained new additions in the team to ensure smooth transition into the workflow.
• Supervising a team of Editors/Transcriptionists motivating them to exceed performance targets.
• Ensuring smooth operations of the business by resolving conflicts and impediments if any.
• Manages quality in the assigned account.
• Ensures service measures are met in accordance with in specified Turn Around Time (TAT)
• Train team members on new or enhanced operation procedures & policies.
• Assist in monitoring workload.
• Ensure team members acquire necessary skills and performance attributes, in line with business and personal development needs and to identify the training needs of the team.
• Transcribing Medical Reports and maintaining feedback from the client.
• Maintaining quality service to clients with regards to the medical documentation.
• Participate in weekly and monthly team meetings and share feedback from the Manager as well as the Client Representatives.
B.Sc. in Botany.