Harish Kumar Valathara Ramakrishnan
Summary
Accomplished Executive with progressive industry background and decisive leadership style. Offers strategic planning abilities, background in change management and forward-thinking mindset. Ready for challenges and focused on meeting future demands.
Overview
22
22
years of professional experience
Work History
Chief Operating Officer
Call 4 Health
03.2023 - 07.2024
- Oversaw $26 million dollar book of patient access business managing day-to-day operations to keep organization running smoothly while meeting business goals
- Spearheaded operational strategy, increasing company revenue by 11% year-over-year by implementing new business processes and leveraging data analytics.
- Drove revenue growth by 8% with the successful launch of new products and services to meet customer needs.
- Developed a robust risk management framework, mitigating operational risks and improving compliance with industry regulations.
- Established key performance indicators for each department to track progress towards organizational goals and improved efficiency by 18%
- Improved employee satisfaction and reduced turnover by 38% through the development of effective training programs and performance management systems.
- Implemented global operations and Business continuity through Business process outsourcing and workforce optimization, achieving a 32% reduction in operational cost and improved customer satisfaction by 25%.
Executive Director: Patient Access
Change Healthcare
09.2019 - 03.2023
- Responsible for patient access operations managing service delivery for the organization and healthcare systems
- Responsible for strategic and tactical planning and execution of all call center operations, overseeing over 300 employees, driving process improvements and staff efficiency.
- Responsible for managing the P&L for $29 million book of business in the contact center healthcare industry
- Develop a competent management team and business strategy to position the service line for significant growth across multiple offices.
- Responsible for strategic facilities management as it relates to expansion and/or consolidation, information systems, and communication systems and other technology needs.
- Responsible for managing work force operations supporting 1000 employees in patient access by analyzing volume trends, providing short team and long-term forecasts on volumes and staffing requirements
- Develop and implement operational procedures to ensure maximum effectiveness and efficiency of client deliverables while striving to improve customer experience. Manage and overachieve both organizational and client KPIs
- Develop expertise regarding clients and the market and their specific needs and requirements. Interact with clients and client management team as an executive sponsor to ensure client's goals are achieved and/or issues are being timely and appropriately addressed ultimately resulting in customer satisfaction and retention.
- Business planning and analysis for assessment of revenue potential in business opportunities
Vice President: Patient Access
HCI Acquisitions DBA Connect America
01.2019 - 08.2019
- Managing key performance indicators for effective customer service as well as overachieving the goals for the effective operations of multiple sites
- Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
- Managed financial planning and budgeting processes, ensuring fiscal responsibility and maximizing return on investments.
- Leveraged technology to automate workflows and streamline processes, resulting in increased productivity and cost savings across the organization.
- Enhanced company profitability by implementing strategic business plans and optimizing operational processes.
- Transformed customer experience by designing and executing comprehensive service improvement initiatives aimed at enhancing satisfaction levels.
- Championed talent development programs, promoting employee engagement and retention while enhancing overall workforce capabilities.
- Established and maintained strong relationships with customers, vendors and strategic partners.
- Maintained P&L and shouldered corporate fiscal responsibility.
Senior Director: Patient Access
HCI Acquisitions DBA Tunstall Americas
01.2012 - 01.2018
- Responsible for the execution of client business objectives and operational management of our patient access business.
- Directed design and execution of business transformation initiatives to drive performance, profit optimization and growth opportunities.
- Fostered work culture of collaboration and inclusion to increase morale and reduce turnover.
- Achieved Key Performance goals by developing and implementing strategic plans and initiatives.
- Managed risk effectively by identifying potential threats, developing contingency plans, and implementing mitigation strategies in line with overall business objectives.
- Streamlined operations for increased efficiency with process improvements and automation.
- Performed continuous evaluations of business facility, teams and policies to keep operations efficient and consistent.
- Reduced employee turnover rates by creating a positive work environment with clear expectations and support systems in place.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Manager: Operations
Allsec Technologies Ltd
01.2003 - 01.2012
- Managed Contact Center operations for various voice BFSI accounts with a size of up to 500 employees
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and Key Performance Metrics.
- Cross-trained existing employees to maximize team agility and performance.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
Education
Bachelor of Engineering, Mechanical -
Thangavelu College of Engineering, University of Madras, Chennai, India
01.2003
Skills
- Business Management: Strategic Planning, P&L Management, Compliance, Risk Management, Performance Analysis, Workforce Planning
- Operations Management: Process Optimization, Supply Chain Management, Inventory Control, Logistics, Quality Control, Business Process Improvement, Procurement, Vendor Management,Client Management, Leadership Development
- Financial Management: Budgeting, Forecasting, Cost Analysis, Financial Reporting, P&L Management, Resource Allocation
- Healthcare Management: Clinical Workflow Optimization, Regulatory Compliance, Quality Improvement, Policy Development, Risk Management
- Technology: Electronic Health Records (EHR), Healthcare Information Systems, Data Analytics, IT Infrastructure, Cybersecurity Measures, Customer Relationship Management(CRM)
Timeline
Chief Operating Officer
Call 4 Health
03.2023 - 07.2024
Executive Director: Patient Access
Change Healthcare
09.2019 - 03.2023
Vice President: Patient Access
HCI Acquisitions DBA Connect America
01.2019 - 08.2019
Senior Director: Patient Access
HCI Acquisitions DBA Tunstall Americas
01.2012 - 01.2018
Manager: Operations
Allsec Technologies Ltd
01.2003 - 01.2012
Bachelor of Engineering, Mechanical -
Thangavelu College of Engineering, University of Madras, Chennai, India
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