1. CHARLES B.J.
Mobile: +91 9962020274/ Email: charlesbj123@gmail.com
In quest for challenging assignments in Transition, Operations’/Project Management entailing
Client Relationship
An incisive professional with extensive experience of over15 years predominantly in Transitions, Project
Management, Operations Management, Quality and Process Management.
Currently serving in the capacity of ‘SENIOR MANAGER’
TRANSITION HIGHLIGHTS
 Have a B1/B2 US Visa.
 Travelled to US 7 Times for Process Transition & Training.
 Transitioned 7 onshore projects successfully for different companies for different verticals.
 Transitioned multiple projects in-house thru WebEx, Lync Calls.
 Created new proposals on cross selling & business expansion
 Involved in Client presentations and briefing, client tour.
 Documenting the agreed outcome &processes.
 Experienced in Pricing Negotiations with clients, solution planning.
 Following up with the Technology for smooth transitioning/process transformation.
 Working on Process Stabilization to accomplish Steady-state Operations &Continuous Process improvements.
 Working with various entities HR, Finance, Logistics, IT for process implementation and steady state
 Ensuring Continuous improvements in service levels by benchmarking the best practices.
 As a PMO have been an integral part of Manila Operations in Philippines (Business continuity planning).
 Well versed in setting up operations within India across different Cities (BCP).
 Created Training Plan, Ramp Up, Transition Timelines, Pathways, SOPs and Case studies for various processes.
PROFESSIONAL SYNOPSIS
 Proven abilities in Client Relationship Management, Transition Management. Ensuring end to end Process Mapping of
processes and defining SLAs to ensure smooth transitions. Driving continuous experience for pilot processes via KAIZEN
methodology.
 Well versed in Planning, executing, and finalizing projects within triple constraints of delivering on time, within budget and
scope objectives, including acquiring resources and coordinating efforts of team members in order to deliver projects
according to plan. Identify, effectively communicate, and resolve project issues and risks. Effectively communicate Project
status to Project Stakeholders.
 Exceptional skills in communication, presentation & mentoring to ensure thorough accountability for end to end Process
Management
 Functioning as an active part of the Escalation Matrix thereby, ensuring agile and effective Solution Management for critical
issues.
 Skills in managing teams to work in sync with the corporate set parameters & motivating them for achieving business and
individual goals.
 Exceptional track record in researching, adopting and introducing new training techniques to keep abreast with global
standards.
 Possess interpersonal, communication and organizational skills with demonstrated abilities in Team Management and
Customer Relationship Management.
Passport and Visa Details

2. Passport and Visa
Details Passport # Date of Issue Date of Expiry
Passport G0457218 October 25, 2006 October 24, 2016
US Visa B1/B2 August 8, 2007 August 6, 2017
Transition and Migration
Purpose Countries Visited Period
Process Transition Nashville, TN, USA
From Till
09-Sep-07 09-Oct-07
Process Transition Tampa, FL, USA 29-Dec-08 18-Feb-09
Process Transition Ann Arbor, MI, USA 09-Sep-09 09-Nov-09
Process Training Ann Arbor, MI, USA 12-Feb-10 05-Mar-10
Process Transition Ann Arbor, MI, USA 16-Aug-10 24-Sep-10
Process Transition Ann Arbor, MI, USA 26-Aug-11 6-Oct-11
Process Transition Irving, Texas, USA 4-Sep-12 23-Sep-12
EMPLOYMENT HIGHLIGHTS
Sep 2014 – Till Date AGS Health – Chennai
Core Business – BPO (Medical Billing [RCM]) US Healthcare – Providers
Designation: Working as Senior Manager - Client Services.
Department:
 Client Services
Roles and Responsibilities:
 Client Relationship Management
 Client Service Delivery Management
 Budget/Forecast (Revenue and Profit Management)
 Transition Management
 Business Expansion
Clients:
 Multiple Clients (End to End processes)
2012 – 2014 Access Healthcare – Chennai
Core Business – BPO (Medical Billing [RCM]) US Healthcare – Providers
Designation: Worked as Manager Operations.
Department:
 Medical Billing
Roles and Responsibilities:
 Handled Three Clients – End to End Processes (Transaction Processing& AR Calling)
 Have done Transition & Migration, travelled to Irving Texas USA for Process Transition
 Client Relationship Management
 Transition Management
 Team Management
 MIS Reporting
Clients Handled:
 MedSynergies
 CPI
 MedEvolve

3. 2009 – 2012 Truven Health Analytics (Formally Thomson Reuters) – Chennai
Core Business – IT[DBMS] US Healthcare–Payer Operations
Designation: Worked as Assistant Manager Operations.
Department:
 Data Analytics – Client Management and End User Reporting - Payer Operations
(Employers)&Health Plan (Insurance Companies)
 Overpayment Recovery – Employers& Health Plans
 COGNOS – Advantage Suite 5.0 (End User Reporting)
 Practice Leadership – Employer Norms, Market Scan, Benchmarks & Proactives
 Data Management (DBMS) – ETL (Extraction, Transformation & Loading)
Roles and Responsibilities:
 Handled Data Analytics Team for Employer, Health Plan & Practice Leadership
 Have done Transition & Migration on multiple visits to Ann Arbor, MI, USA
 Certified as Trainer
Clients Handled:
 Employers
 Health Plans
 Practice Leadership
2008 – 2009 FPG Healthcare – Chennai
Core Business – BPO (Insurance& Medical Billing [RCM]) US Healthcare – Payers & Providers
Designation: Worked as Assistant Manager Operations.
Department:
 Claims Processing – (Overpayment Recovery – Retrospective Investigation)
 Adjudication – (Hospital & Medical Claims Payment, Denials and Resolving Pend
Edits)&Preloading
 Medical Billing – Charge Entry, Payment Posting & AR Follow-up
Roles and Responsibilities:
 Head of the Claims Department in the role of Assistant Manager Claims
 Have done Transition& Migration, traveled to USA, FL (Tampa) from Dec 29, 2008 to Feb
18, 2009
 No of FTE’s58 with one Assistant Manager and three Team Leads as immediate reportees.
 Handling three departments - Over Payment Recovery Services, Adjudication – Hospital
and Medical claims
 Transition and Training
Clients Handled:
 Citrus Healthcare– Payer
 Medicare and Medicaid.
 Family Physicians Group – Provider
2006- 2008 eMids Technologies Pvt Ltd. – Bangalore
Core Business – BPO (Insurance) US Healthcare – Payers & Clearing House
Designation: Joined as Project Lead promoted and Worked as Associate Manager Operations.
Department:
 Claims Processing – (Overpayment Recovery – Retrospective Investigation) / (Fraud & Abuse
– Prospective Investigation)
 Clearing House – Matching Reports
 Medicare Advantage Reporting Services – ETL - Medicare Client Reports.
Roles and Responsibilities:
 Head of the BPO Department in the role of Associate Manager Operations
 Transitioned four projects Onshore and Offshore – Overpayment Recovery - Prospective
and Retrospective investigation, Medicare Advantage Reporting Services and Clearing
House - Matching reports.
 Have done Transition& Migration, traveled to USA, Nashville from Sep 9, 2007 to Oct 6,
2007.
 Have done Extraction, Transformation and Loading for Medicare.
 Total Number of reportees is 30.
 Handling four departments as mentioned above.

4.  Managing Team functions viz. manpower planning, recruitment, performance appraisal, etc.
 Involved in imparting training to agents and developing professionals in the field of Quality
Assurance, Quality Control, and Compliance Issues.
Clients Handled:
 AIM Healthcare (Acquired by United Healthcare - INGENIX)
 CIGNA
 BCCA (California)
 United Healthcare
 Medicare and Medicaid.
 Emdeon (Clearing House)
2005- 2006 Accenture Services Pvt Ltd – Bangalore
Core Business – BPO (US Healthcare) – CDM
Designation: Senior Process Associate.
Department:
 ACE (Alliance for Clinical Data Excellence) - Clinical Data Management.
Roles and Responsibilities:
 Working as a Senior Process Associate
 Calling Providers for mismatched queries and concerns.
 Cleaning up patient reports through Clinical Research Form’s
 Reporting Daily Production status to Team Lead.
Client:
 Wyeth Pharmaceuticals
2001- 2005 RND Softech Pvt Ltd – Coimbatore
Core Business – BPO (US Healthcare) – Providers
Designation: Senior Medical Transcriptionist.
Department:
 PR (Production) – Medical Transcription & Editing.
 Medical Billing – AR Follow-up
Roles and Responsibilities:
 Typing and Editing Medical Reports
 Uploading Medical Reports.
 Involved in training new joinees.
Clients:
 CWMC
 UMC
 Orlando
Key Deliverables
- MIS Reporting
- Statutory Compliance
- Customer Relationship Management
- Transition
- Training & Development
- Team Management
Operational / Managerial Role
Operations Management
 Ability to develop a scoreboard to monitor progress, train the new team, develop detailed procedu res, flowcharts and a
measurement framework to smoothen the process
 Setting up targets/ goals for the process – setting and maintaining Critical to Quality & Critical to Process targets for the
process.
 Coordinating integration with support functions viz. Quality, Training, Compliance & HR.
Quality & Compliance
o Setting up a robust Quality Management System based on Client requirements
o Conducting continuous audits on MIS to ensure compliance and sound functioning of the process.
o Ensuring that the teams adhere to all the quality tool and procedures.
o Taking initiatives through various programs that the team members to all the policies and procedures.
Training & Development

5.  Determining training needs and conducting programmes to enhance efficiency in oper ations towards accomplishment
of corporate objectives.
 Instrumental in bridging the communication gap between the team of auditors and the operation team.
 Adept at compiling effective Training Need Analysis to ensure process control and seamless process functioning.
 Monitoring the performance of employees to ensure efficiency in operations and meeting of KRAs.
 Conducting performance reviews of members and providing feedback on areas of improvements.
Client Servicing
 Identifying improvement areas & implementing measures to attain customer satisfaction levels.
 Taking escalations for resolving critical issues; ensuring CTQ Delivery & Business Continuity.
 Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved
service levels.
Team Management
 Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and
meeting of individual & group targets.
 Coordinating and ensuring meetings / feedback sessions happen on a regular & consistent manner, skill based & refresher
training's happen regularly.
OTHER ACCOLADES
 Completed “Train the Trainer” training in US.
 Trained on US Healthcare and Claims Processing.
 Successfully completed awareness training on HIPAA.
 Certified on “Site Contact Specialist” training and methodologies.
 Completed “CDM (Clinical Data Management)” and “CDRS (Clinical Data Review System)” training successfully.
 Completed course on RDC (Remote Data Capture).
 Completed course on Management: Strategy and Decision Making.
 Trained and certified on “Leading a Team: Team Leadership Skills”.
 Participating in Teams activities by implementing Effective Team-building Strategies.
 Completed a course on Managing a Customer Service - Oriented Culture: Customer Service Strategy.
EDUCATION & PERSONAL DETAILS
B.Sc. Electronics – Bharathiar University, Coimbatore (Tamilnadu) in the year 2001
Date of Birth: 36 yrs.
IT Skills: COGNOS, MS-Access, MS-Excel and MS-Power point.
Location: Chennai.