Mukesh Singh Kushwah is a certified management professional with over 7 years of experience in business process execution, training and development, and process improvement projects. He has expertise in accounts receivable, appeals processing, payment posting, and quality initiatives. Currently an Assistant Manager at E4E Healthcare Business LTD, his responsibilities include managing projects, teams, training programs, metrics, and process improvements.

1. Mukesh Singh Kushwah
Mobile: +91 8010628525
Email: mskushwah86@gmail.com
Career Outline
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PROFESSIONAL SYNOPSIS
 Have good knowledge of people management & Cost management.
 Good understanding on end to end project on RCM, i.e. Appeals creation, Payment posting, Account
receivable, Denial correspondence & Adjudication.
 Rich hands in implementing process improvements and quality initiatives for desired performance
levels and resolving performance bottlenecks.
 Ability to conceptualize and implement solutions for streamlining the operations & enhancing efficiency
as per industry standards.
 Change agent with proven track record in bringing about process efficiencies, reducing costs and
increasing revenues.
 Hands on experience in putting together metrics for SLA Management & KPI Measurement.
 Coordinated all program related activities and managed program level risks and issues
 Conducted Project Management Reviews (Project Review), Internal Quality Assurance Reviews
(Product / Process Review).
 Conducted Gap Analysis and defined Roadmap for Initiative in the team members
 Conducted Training on General AR Domain & Organizational quality.
 Reported Key Performance Indicators to the Management using business metrics & milestone tracker
etc.
 Conducted Weekly calls with clients and provide resolution on project related concerns and ongoing
issues.
 Closing Client Complaints and Escalation with RCA, POA and committed date.
 Worked on major areas of improvement with the help of Brain Storming Sessions & 7QC Tools.
 Framing work direction & plan for associates after assessment of their capabilities.
 Setting up targets, SOP & SLA, setting and maintaining CTQ (Critical to Quality) / CTP (Critical to
Process) targets and involved in planning for the process.
 Mapping business requirements and coordinating in developing and implementing processes in line
with pre-set guidelines; spearheading process transition initiatives.
 Helping in monitoring the overall functioning of processes, identifying improvement areas and
implementing adequate measures to maximize customer satisfaction level.
 Conducting process reviews for ensuring strict adherence to the process parameters / systems as per
defined guidelines.
 Documenting the agreed outcome & processes in Transition.
 Following up with technology for smooth transitioning/ process transformation
 Stabilizing the process to accomplish steady-state operations & continuous process improvements.
 Ensuring continuous improvements in service levels by benchmarking best practices.
 Determining training needs of Executives & Process Leaders and designing / conducting need based
training programs to enhance their operational efficiency leading to increased productivity.
 Evaluating effectiveness of training & development programs; formulating or reviewing training
strategy and determining appropriate instructional methodologies and formats.
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A Certified Management Professional with Insightful experience and expertise of 7.5 years in
execution of different Projects on key pain areas of the organization ,Training (Learning &
development)& Business processes with an objective to achieve a position which allows me to
utilize my Qualitative, and managerial skills to promote growth and foster professional
development

2. CERTIFICATIONS
 Star track certified from Ontrac institute Bangalore.
 Ongoing six sigma black belt, ISO and ISMS training from Advance Innovation Group.
PROJECTS HANDLED
1. Worked with different projects and specialties results good knowledge in different
specialty and work. Example-Urologist, Radiology, Assistant surgeon, Client and patient
appeals at different level, Adjudication.
2. Project for improving client quality score for different processes using DMAIC
methodology.
3. Derive different Projects with an aim to reduce defects, transaction time and to
streamline the processes resulting in good client quality score and expansion of project.
ORGANISATIONAL EXPERIENCE
E4E Healthcare Business LTD, as an Assistant Manager ( July-2015 till date),Team lead
(Sep. 2011 till June-2015)
Roles & Responsibilities:
 Created an environment oriented to open communications, creative thinking, cohesive team effort and
workplace trust.
 Working with functional managers and the team sponsor to obtain necessary resources to support the
team’s requirements.
 Coordinated meetings with the product committee, project manager and functional management to
discuss project impediments, needed resources or issues/delays in completing the task.
 Effectively review MSA (Measurement System Analysis) to ensure zero gap between customer
requirement and internal clients.
 Devising strategies for improving Operations & Support Functions with the help of a team of 20
trainers.
 Preparing Refresher Calendars and provide supervision in conducting Process Improvement Refresher
Trainings, General Refresher Trainings to ensure that the latest updates have been shared to meet the
business requirement efficiently.
 Identifying and delivering business/ process improvement projects on Client/ Stakeholder
requirements.
 Developing training content - handouts, outlines, agendas and syllabi. Creating training content based
on trainees specific needs.
 Developing Training Programs / Modules based on training plan requirements.
 Incorporate motivating, creative, and interactive training techniques to enhance the training
experience, in an effort to maximize learning and retention.
 Ensuring new training methodologies are incorporated into training approach.
 Collaborating with quality and operations team to obtain information required to develop training
materials on all aspects of the product.
 Mentoring and monitoring new projects for successful completion.
 Have the ability to build and drive process improvement culture (Incentive plans, OT/Stretch, Team
divination based on employee capabilities.
 Process mapping for new and existing business areas.
 Develop & maintain the performance dashboards for key process performance indicators.
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3.  Work with process owners in understanding the business needs and translate them in measurable
metrics.
 Driving the quality culture across the organization through employee engagement activities.
 Manages Relationship with various programs / process in the responsibility area.
 To Develop Strategic Plan to improve client expectation and business expansion.
 Support in development of Project Charter.
 Support change management at the organizational level, Enterprise Change Management.
 Develop a change management strategy analyzing groups being impacted by the change.
 Integrate change management activities into project plan.
 Identify, classify risk and prepare risk mitigation tactics.
 Perform stakeholder’s Analysis & communicate information based on Communication Management
Plan.
 Conduct calls with client for a smooth process.
 7QC Tools, KAIZEN, control charts.
PREVIOUS EXPERIENCE
MD Everywhere Pvt. Ltd. Apr’09 to Apr’ 11
Job Responsibilities: (Sr Claim management executive )
 Updating emails to the AM, Manager, Senior Management.
 Worked on denial received from insurance.
 Focusing on reducing the AR and correspondence backlog of clients.
 Updating Y-Meter of the team on monthly basis.
ACADEMIC QUALIFICATIONS
 Bachelor of Arts (Eco) from Jiwaji University, Gwalior.
 Higher Secondary from M.P Board Bhopal.
 High School from M.P Board Bhopal.
SKILLSET
 Key Skills : Performance & People Management, Metric Driven approach, MS
Implementation.
 Working Skillset : Pareto Analysis, QFD, FMEA,ISHIKAWA
 Operating Systems : Windows XP, Windows 7, Windows 8.
 Packages Known : MS-Office 2010
STRENGTH
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4.  Positive and enthusiastic, capable of working in diverse environments and delivering projects on
schedule.
 Proficient with DMAIC practices.
 Multitasked who works well in teams while maintaining individual initiative and drive.
 Excellent Communication, Management and team building skills.
OTHER ACHIEVEMENTS
 Participated in all India Basket Ball championship camp at L.N.I.P.E Gwalior.
PERSONAL DETAILS
 Father's name : Sh Vishwanath Singh Kushwah
 Date of Birth : 19 December 1986
 Marital Status : Married
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