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bhavika singh

@bhavikasingh

Performance Excellence Analyst at Novartis who improved quality scores from 91% to 96% and achieved ~0% calibration variance.

India

Message

At Novartis, I monitor customer interactions for HIPAA, adverse event, patient consent, and regulatory compliance. Through defect analysis, root cause identification, and corrective actions, I helped increase quality scores from 91% to 96% and achieved ~0% calibration variance.

Previously, at ADP Private Limited, I configured Workforce Now features to meet client requirements and supported implementation testing and migrations. At Sutherland Healthcare Solutions, I trained physician and billing departments on Payerpath and supported claims workflows and implementations.

Experience

Work history, roles, and key accomplishments

Current

Performance Excellence Analyst

Current

Novartis

Sep 2024 - Present (2 years 1 month)

Strengthening compliance and quality oversight by monitoring multi-channel customer interactions, ensuring adherence to HIPAA, adverse event protocols, and regulatory standards. Driving quality performance improvement, increasing quality scores from 91% to 96% through structured monitoring and CAPA-driven corrective actions.

QMS Quality Assurance Compliance Monitoring HIPAA Adverse Events Root Cause Analysis CAPA Calibration Process Improvement Excel Power BI Salesforce AI Tools Omni Channel Monitoring Agile Scrum

Customer Service Analyst – L3

ADP Private Limited

Apr 2020 - Sep 2022 (2 years 5 months)

Investigated and resolved queries, issues, and change requests raised by deployment projects, ensuring timely support and effective closure. Provided Subject Matter Expertise to clients and project teams for product-related questions, escalations, configuration needs, and implementation changes.

Workforce Now Configuration Client Management Implementation Reporting Project Coordination Issue Management Communication Skills

Implementation Engineer – L3

Sutherland Healthcare Solutions

Jun 2016 - Dec 2019 (3 years 6 months)

Trained US-based physician and billing departments on Payerpath, an internet-based revenue cycle solution. Corrected and transmitted medical claims through 837 EDI files and posted electronic payments using 835 EDI files in Allscripts Pro PM.

Payerpath Allscripts PM EDI 837 835 Medical Claims Revenue Cycle Management Customer Training Salesforce Implementation

Accounts Receivable Senior Associate / Group Lead

Dell International Services

Jun 2011 - Jun 2016 (5 years)

Managed Sales Tax Exemption activities for Global Financial Services, including live order queues, tax holds, and tax assistance requests within defined SLAs. Validated sales tax exemption certificates, updated Tax Exemption Management records, and released orders in compliance with audit guidelines.