Bertram Serpes
Healthcare
Thane
Summary
An enthusiastic healthcare leader with excellent communication and time management skills equipped with over 23 years of experience in overseeing and managing large teams and implementing short- and long-term strategic initiatives. Ability to motivate staff and production teams to improve productivity and meet organizational objectives. Flexible, dependable shift manager with significant experience planning and maintaining work schedules, managing employee relations, and collaborating with supervisors and subordinates to ensure SLAs are met. Talented in assessing client needs and developing solutions to promote business opportunities. Established decision-maker with background in mentoring others to accomplish project milestones. Offering exemplary client relationship building prowess.
Overview
28
28
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Service Delivery Manager- MEDICAL SCRIBING
Cognizant Technology Services
5 2023 - Current
- Overseeing the daily deliverables of Medical Scribe Services in alignment with organizational goals by managing day-to-day scribe operations in DAX, onboarding new providers, exposure to multiple EHRs
- Team Management: Managing and leading a team of 120 associates including Team Leads with a clear focus on ensuring SLAs of TAT and Quality are consistently met on a daily/monthly basis in alignment with RTF, AHT, and capacity utilization/planning.
- Upskilling the team at regular intervals in alignment with respective job profiles.
- Ensuring necessary training is imparted prior to onboarding physicians.
- Performance evaluations.
- Effectively planning and executing daily case volumes.
- Client Communication: Interacting with clients to understand their specific requirements, address concerns, and handle escalations.
- Attending daily/weekly client huddles and ensuring client requirements are monitored and met.
- Quality Assurance: Implementing effective quality control measures.
- Cascading regular feedback to the team through Team Leads.
- Keeping a track of quality audits in alignment with SLAs and KPIs.
- Ensuring bottom performers are identified, coached, and groomed on a regular basis.
- Workflow Optimization: Developing and implementing efficient workflows and processes to maximize productivity and shorten turnaround times.
- Quality Improvement: Continuously seeking ways to improve the quality of documents and the efficiency of operations.
- This may involve training programs, process improvements, and staying updated with industry best practices.
- Reporting and Analytics: Monitoring reports on team performance, including productivity metrics, error rates, and client feedback.
- Using data analytics to identify trends and areas for improvement.
- Compliance: Ensuring that the team complies with relevant industry standards, legal requirements, and company policies.
- Problem Resolution: Handling escalated issues or disputes related to TAT, Quality, provider satisfaction.
- Finding effective solutions and ensuring optimum provider satisfaction.
- Attrition: Monitoring EWS and working to ensure attrition rate is kept at a minimum.
- Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
Operations Manager - Medical Transcription
Verbatim Transcription Services
02.2014 - 01.2023
- Oversee the recruitment, training, assignment, schedule, counsel, and discipline employees
- Assist in the onboarding process by interviewing potential hires and outlining clear job expectations
- Make important policy, planning, and strategic decisions
- Manage and improve team performance through performance monitoring, problem resolution, system audits and quality assurance measures
- Oversee system maintenance and upgrade implementation
- Calling for repairs and troubleshooting as needed
- Conduct feedback sessions with team members on a weekly/monthly basis
- Conducting annual performance appraisals
- Controlling attrition rate by tracking early warning signs and encouraging employee satisfaction
- Monitoring capacity planning on a regular basis.
Manager - Ops, Qlty, & Training
Infovision Software (Medical Transcription)
12.1999 - 2 2014
- Spearheading the Medical Transcription Operations, Quality, & Training Departments at Mumbai which comprised of150 MTs including floor supervisors.
- Streamlining and integrating the Operations and Quality Process
- Execution and delivering services, client interactions, performance review monitoring and productivity enhancements for Mumbai Transcription division.
- Responsible for revenue generation as per predetermined monthly budgets based on available manpower and volume projection.
- Conducted annual performance appraisals along with HR Dept.
- Controlled the attrition rate to less than 5% on a monthly basis.
- Absenteeism controlled at 10% on a monthly basis by counseling and emphasizing on prioritizing customer satisfaction at regular intervals.
- Achieved monthly budget expectations by setting higher targets in production.
- Supervised quality audits and praised top performers while ensuring weak performers were counseled and encouraged to improve.
- Conducted quality improvement meetings periodically with QAs and shared relevant customer feedback.
- Strategically reduced the training period of 6 months to 4 months by introducing OJT during the initial stages of training.
- Collaborated with various MT training institutes in Mumbai to integrate and streamline the training modules and timespan.
Sales Officer
Parle Sales & Services (now Coca-Cola India)
09.1996 - 06.1999
- Responsible for sales and marketing of Parle soft drinks for entire Navi Mumbai area
- Controlling large-volume distributors/superstockists and ensuring sufficient availability of stock
- Ensuring adequate brand visibility
- Ensuring active participation in cultural events by means of sponsorship, stalls, etc
- Meeting monthly targets
- Staying connected with the competition with regard to revised pricing, product launches, schemes, etc.
Education
BACHELOR'S DEGREE IN SCIENCE (Chemistry) -
University of Mumbai
Mumbai, Maharashtra 06.1993 - 05.1996
Skills
Strategic Planning
undefinedTimeline
Operations Manager - Medical Transcription
Verbatim Transcription Services
02.2014 - 01.2023
Manager - Ops, Qlty, & Training
Infovision Software (Medical Transcription)
12.1999 - 2 2014
Sales Officer
Parle Sales & Services (now Coca-Cola India)
09.1996 - 06.1999
BACHELOR'S DEGREE IN SCIENCE (Chemistry) -
University of Mumbai
06.1993 - 05.1996
Service Delivery Manager- MEDICAL SCRIBING
Cognizant Technology Services
5 2023 - Current
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