Build and manage a team of application support employees who are be responsible for monitoring data feeds to identify relevant events
Ensuring that the support team is properly equipped to interpret relevant events and make required decisions
Creating and maintaining schedule to provide support services 24x7 a week and 365 days a year, which may include hands-on support from this role
Ensuring reporting occurs for all data feed variations which are successfully or unsuccessfully validated as a relevant event as defined by the client̢۪s SOP and alert review process
Performing all necessary functions to effectively manage and lead a team of application support resources throughout the employee life cycle – hiring, motivating, application support training, providing guidance, shift scheduling, performance management and daily & weekly reporting to client
Taking ownership of defining, implementing, reviewing and improving processes, within the scope of the published alert review process, including communicating to all stakeholders in advance of any changes
Partnering with engineering team to support, maintain and enhance applications and systems to provide the functionality and optimal performance (as per SLA) promised
Providing activity reports defined by the client̢۪s SOP and alert review process to both client and engineers
Assisting with various other tasks as directed

 Oversee the operations of multiple medical billing services, which may encompass medical, charge entry, claims submissions, payment posting, follow-up, and/or reimbursement management.
 Tele converse with the providers on regular basis to ensure the smooth running of operations.
 Participate and provide updates regarding operations in daily management meetings.
 Serve as principal liaison with managers and administrators of assigned client components on day-to-day issues within specified areas of billing operations.
 Ensure that the activities of the operations teams within the group are conducted in a manner that is consistent with overall department protocol, and are in compliance with Federal law.
 Ensure that the activities of the operations teams within the group are conducted in a manner that is consistent with overall department protocol, and are in compliance with Federal law.
 Oversee the supervision of personnel, which includes work allocation, Attendance and problem resolution.
Evaluate & motivate employees to achieve peak productivity and performance.
 Review and interpret operational data to assess need for procedural revisions and enhancements; participate in the design and implementation of specific systems to enhance revenue and operating efficiency.
 Provide advice and assistance to senior management in the planning, implementation, and evaluation of existing operations, systems, and procedures.
Provide, oversee, and/or coordinate the provision of training for new and existing staff on applicable operating policies & protocols

 Develop the most effective working strategy for Client Services.
 Process re-engineering by using futuristic approaches for procedural enhancement;
 Identify training needs & Implement a workable training plan.
 Resolve issues that cause team friction.
 Performance review, evaluation, & appraisal.
 Verify accuracy of procedural reports related to;
 Incident Management (SLAs,)
 Service Management (Client feedback surveys)
 Telecons with Clients and Project Managers to ensure customer satisfaction, discuss different topics, most importantly;
 Participate in Quality standards meeting with external auditors.
 Frequently monitor different tools & software to streamline tasks.
 Value addition to increase profitability.
 Communication & Behavioral training for employees.
 Designed effective training programs for both new and existing call center employees.
 Provided training on how to use the equipment and the proper scripts to use.
 Provided ongoing training regarding customer service skills.
 Trained staff concerning privacy laws and the Do Not Call list.
 Trained all newly-hired call center staff on scripts to use for calls.
 Instructed staff on how to roll through calls and use their telephone and computer equipment.
 Provided instruction on debt collection laws and regulation

 Coordinates with Development team, engineers, administrators, and managers in all offices worldwide managing the implementation of agreed service level agreement SLA in compliance with industry standards to allow these teams to support external customers.
 Notify technical users for the resolution of critical items of customers and maintenance of critical request log.
 Develop strategies and prioritize initiative based on top management.
 Responsible for sending of off-site chargeable effort to accounts department for invoicing and maintenance of its records.
 Prepare release schedule for all customers and keeping track of all the planned shipments.
 Keep close liaison with the customers and provide them best possible service to keep them satisfied.
 Operations Life Cycle Performance Management and Decision Support.
 Incident management and problem management
 Preparing weekly and monthly reports, assisting BD team on ad-hoc reports.
 Coordinate with the development and testing team to produce software document in a timely manner.
 Scope, track and manage documentation process to ensure high quality documentation is delivered in time.
 Maintain Live Dashboard.
 Closely working with Project delivery team (Release and shipment)
 Developed professional customer service staff.
 Designed and applied programs and planned and achieved goals.
 Interacted with various call center departments regarding resource planning, human resources and help desk support.
 Received customer calls, approved calibrations and monitored CSR.
 Adhered to all applicable safety codes.
 Trained new Team Members with training materials.