Aparna Kunhiraman

• Directed training programs and development paths for managers and supervisors.
• Oversaw the Learning and Development function for a business center with over 800 employees.
• Communicated all learning and performance objectives, schedules, and training assessments to upper management.
• Co-ordinated and conducted small group Trainings and Coaching sessions based on Project deliverables, Staff and Organizational learning needs.
• Conducted orientation sessions and organized on-the-job training for new hires.
• Trained staff during demonstrations, meetings, conferences, and workshops.
• Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
• Trained new hires to perform cross-training exercises with experienced workers.
• Planned and promoted organizational changes by working with management teams to develop departmental training strategies.

Project: Aetna International Business

• Trained new team members by relaying information on company procedures and safety requirements.
• Played an integral role in setting up two new lines of Business.
• Directed a Team of 30 FTEs ensuring timely and accurate Claims resolution aligned with Organizational Objectives and Client Contractual Obligations.
• Oversaw the successful transition over to a new Claims system and steered training of new and existing staff members on the same.
• Successfully acted as intermediary between end users and software development teams identifying opportunities for improving software, systems and users skill level.
• Ensured Client Policy and Procedural guidelines were applied accurately through Training and Claims Adjudication.
• Created a monthly report for management on the financial status of outstanding and paid claims.
• Auditing claims to make sure that they followed proper guidelines and procedures
• Mentored over a hundred new personnel, facilitating their skill development, advancement, and success.

Project: Aetna Claim Adjudication

• Played a pivotal role in setting the offshore team for managing the Aetna International business, involved in Train the trainer and training the offshore teams.
• Established and maintained quality control standards.
• Analyzed and evaluated training effectiveness and program outcomes.
• Played a key role in supervising client-supported Training for setting up a new line of business.
• Managed the implementation, and continuous improvement of training programs.
• Assisted in the development of systems training by creating new-hire training materials and job aids to support existing programs.
• Conducted Training Needs Analysis (TNA)
• Worked with several clients on developing streamlined claims resolution.
• Implemented measurements for quality assurance procedures to improve the customer experience.

Project: Aetna - Claim Adjudication

• Established and maintained quality control standards.
• Instructor led class room training for over 250 Claim Benefit Specialists
• Mentored trainees for a smooth transition from classroom training to live claims adjudication
• Handled complex high-dollar facility claims which required:

- Client-centric adaptable approach

- Deep bench of resources to maximize savings.