Mohd Zaffurallah

Working as a team manager of 20 QAs. Create/update SOPs as per process specification. Create high level of reports for stakeholders as per requirements. Taking care of weekly and Monthly client calls. Handling QA Attrition and Shrinkage. Onboarding Preparation: Collaborate with the recruitment team to identify and assess potential physicians for onboarding and get all necessary documentation, credentials. Rebuttal Management and addresses all relevant issues within specified timelines. Process optimization and reduce wastage. Taking care of all client emails and escalations. Collaborate/Brainstorming with Training and Operations to achieve desired outcome. Motivate and encourage team through positive communication and feedback on regular basis. Communicate intensively via video chat, Teams, calls, and screenshares with large population of new hires daily to enhance and support their Onboarding, Training, and Operations. Develop, implement, and manage multiple agents training plans per provider specifics, specialty specifics, trainee ability, and other success-guiding factors. Recommend combination of methodologies required for on the job training and trainee development. Analyse performance and identify areas of improvement. Performance management. Develop and implement new strategies based on changes and growth within the AI enabled solution service and product space.

To generate quality scores fairly and consistently, according to guidelines and formats of practice, for a defined sample of jobs sent to the client. Managed a team of 10 QAs. Ensure feedback dissemination within the defined timeline. Participate in Quality Briefings and ensuring findings, updates, trends, etc., are shared with all team members. Client Management/CSAT. Handling documentation of processes (Creation & Revision). Calibration sessions to ensure standardization. Extract data from EHR (EPIC/CERNER/NextGen) for training and quality scores. Gather, compile, model, validate, analyze data, and display the trends, develop upper-level reports to help management make well-informed decisions. Identify areas for improvement and contribute to Training and process improvement. Monitoring the key metrics for the department, identifying process improvement opportunities and driving improvements. Identify client preferences and nuances to improve service quality.

AR team data management. Throughout my work as an AR operations analyst, I've Collaborated with consumers and insurance representatives to resolve outstanding obligations in a fair and timely manner. Also took the role of a patient AR collections Analyst, validated patient Responsibility dues & reconciliation, worked on Chaser letter process. Ensured patient liabilities that occur when patients are uninsured or have deductibles and coinsurance due. To ensure feedback is given and recorded. Participation in Quality Briefings ensuring that findings, updates, trends, etc., are shared with all team members. TNI and TNA. Actively participate in client feedback calls and calibrate.

Drive Quality Service Delivery to ensure Key Performance Indicators (KPIs) are met, Process Excellence and Compliance, continuous process improvement and meet/exceed company objectives. Quality Performance Management. Transitions: Drive any transitions right from initial resource planning/pilot to Go-Live. Identify training needs. Review of transition audits from the Global Audit Team (GAT). Provide support to projects from an operational, financial and resource standpoint. Continuous learning, training requirements from identification to implementation, efficiency improvement initiatives, training effectiveness assessment. Help staff with data manipulation and other methods to improve data quality when required. Develop and implement policies, procedures, and guidelines to support the Performance Improvement team.

Complete knowledge of process. Preparing training calendar and schedule out the action plan. Conducting classroom coaching session for new hires. Generate reports for the purpose of internal and external use. Spruce up the team members on their performance. Evaluation of the effectiveness of the training sessions. Constant monitoring team performance, evaluation, feedback to the process. Follow the norm required to maintain quality standards. CSAT. Communicate required course updates to owners/Training Manager for inclusion in course edits. Remain updated with all new information which impacts the program strategies and/ or process flows. Developing training modules for better performance of the process (Presentation PPT & manuals). Co-coordinating with SPOC from operation & client side for any new updates on product & process. Feedback/Refresher sessions for bottom quartile agents. On job training(OJT) and close monitoring and giving instant feedback. Conducted offsite training. New transition set-up for pilot process. Analytical and judgmental skills Rewards and Recognition. Process Knowledge Test. Train the Trainer (TTT) for respective process as a backup trainer. Assist HR in sourcing, evaluating and selecting candidates.

Clear audits for the team and pass on the Client profile/specifics to make use of trainee. Provide feedback to Healthcare Documentation Associates (HDAs) & Healthcare Documentation Editors (HDEs). Send weekly and monthly reports to operations manager.

Worked in Vasant Scribes at different levels, starting at an entry level. I was rewarded for my dedication and hard work with a promotion every year.