Nishant Modak

Mobile +91-9619252355 ||Email [email protected]|| LinkedIn – Nishant Modak ||

Date updated: 30/08/2024

Experience
Aditya Birla Health Insurance Company Ltd, Manager July 2024 – Present

Finops, Training & QC (Operations)

• Monitoring Refund and Cancellation TAT for Retail policies.

• Reporting Monthly TAT for Cancellation & Refund cases for Retail vertical.
• Maintain GST refund tracker for NRI customer refund cases.
• Devise Action plan for day to day working of team members.
• Monitor recurring IT issues and co-ordinate with L1 support team for permanent resolution.
• Monitor CRM/ QMS TAT for supporting other stakeholders on request closures within TAT.

Aditya Birla Health Insurance Company Ltd, Deputy Manager January 2022 – June 2024

Policy cancellation & Refund (Operations)

• Maintain consolidated MIS for proposal rejection, excess amount and policy cancellation refund for
new business and renewal.
• Monitor daily processing of refund and policy servicing activity to regulate the quality of the process.
• Handling queries raised through call centre/ email/ letter/ branches/ bank escalations/ sales to
ensure closure within TAT to maintain 100% turn around.
• Strengthen New Business operations by supporting in the routine process as per the IRDA
mandate.
• Co-ordinate with legal team on the legal concerns received from customer on the company decision
for policy cancellation & refund.
• Coordinate with branches and relevant stakeholders related to pendency closures.
• Monitor communication sent to customers through SMS for pending refund due to awaited bank
details.
• Co-ordinate with external IT team to minimize the IT issues for refund and cancellation.
• Monitor non-disclosure - company induced cancellation cases on regular basis with close co-
ordination with underwriting and claims team.
• Maintain NPS to improve customer experience in policy servicing.
• Process automation – BOT functionality management.
• Meet targets laid down by Head of department and report monthly TAT for proposal rejection and
excess refund.
• Refund reconciliation & coordination with Accounts and Finance on pendency to avoid cases
moving to Unclaimed account.
• Vendor management & billing related communications management.

IQVIA, Public Health Consultant June 2021- December 2021

Covid-19 assistance programme, IFC (World Bank)
• Support Directorate of Health Services, MP in installation of PSA plants across state and
management of the PM cares portal data.
• Support MP government in deducing effective strategy to improve supply chain management in
MPPHSCL – that includes developing a supply chain model based on the demography and financial
 capability of the state to incorporate changes in the system for effective management of drugs and
supplies across all the public health facilities in Madhya Pradesh.
• Support IQVIA in other projects in drafting letters, presentations and data analysis for other projects if
required.

Piramal Swasthya, Quality Analyst (MH and MP) July 2019 – June 2021
Aspirational District Transformation Programme
• Monthly data analysis on maternal and new-born death for districts under aspirational district for
Maharashtra and Madhya Pradesh.
• Operationalization of First Referral Units and Health and Wellness Centres by coordinating with
government officials on holistic changes required.
• Consulting the facility for Quality accreditations by empowering the staff to use Quality tools.
• Delegate in meetings conducted by the District Collector on indicators of champions of change.
• Delegate in monthly Quality meeting at State NHM to understand the district wise strategy for
assuring compliance related to Maternal and new-born health services.
• Support the organization in liasoning with other development partners by collective strategy
development for improving the maternal and new-born health services indicators of the district
• Support the organization in developing a research study and success story based on the
observations from the field and facilities.

Schiller Healthcare, Customer Service Engineer Apr 2016- Jun 2016

• Attend breakdown calls for PCMS and TMT machines, carry out preventive maintenance of the
same, installations of the equipment and training the stakeholders on proper operation of the
equipment.
• Conducted demonstration to the doctors and other health staff on using the equipment and machines
for the monitoring and diagnostics purpose with the patients.

Care Mediquip, Service and Sales Engineer, Mumbai Sep 2015- Apr 2016

• Handled Sales and Service of Monitoring, Diagnostic and Life support equipment for Mumbai region.
Responsible for all government, private and corporate accounts.
• Responsible for Service contract renewals, increase the sale of consumables, coordinate with other
service engineers to attend call on priority, provide technical support on phone to the clients.

Additional Courses
• Licentiate from Insurance institute of India, 2023.
• Cross-Programmatic Efficiency Analysis, World Health Organization, 2021.
• Audit Course on Patient Safety and Quality Improvement: Developing a Systems View, Johns
Hopkins University, 2020.
• COVID-19: Operational Planning Guidelines and Country preparedness and response, WHO, 2020.
• Pursuing the Data Science Course 2020 from Udemy (Completed more than 60 %).
• Elective on Emotional Intelligence, IIHMR, 2019.

Summer Training
Hosmac April 2018- June 2018
• Assisted in Equipment Planning Projects for Hospitals for designing the allocation of equipment in the
department as per the space availability in the respective departments
• Analysed Technical Comparison of Equipment to develop a technical specification for the client to
match their service and quality requirements.
Jupiter Hospital June 2014- July 2014
• Routine Maintenance of Medical Equipment by co-ordination with the inhouse and company engineer
to ensure optimal working of the equipment and reduce the downtime.
• Analysed routine checklist monthly to understand the TAT and effective actions that need to be taken
for proper working of Essential Medical Equipment.

Skills and Abilities

• Communication (Written and Verbal)
• Project Management
• Professional SOP writing
• Stakeholder and vendor management
• Process development
• Team management
• Extensive knowledge of Microsoft Office Suite ((Outlook, Excel, Word, Powerpoint)

Conferences and Seminars

• Seminar on coping up with triple benefits of health, Association of Health Providers India (AHPI),
2018.
• Mental Health camp, organized by NHM, Rajasthan, 2017.
• Pradanya 22nd Annual Conference, 2017 – Presented a poster on a digital application for sustainable
future model.

Training
• State level Quality training, National Health Mission, Madhya Pradesh, 2019.
• Draegar, 2018 – Maintenance of Central gas pipeline supply.
• Fluke calibration system, 2016 – Calibration of Philips monitoring, diagnosing and therapeutic
equipment.

Extra-Curricular Activities
• Completed 200 km bicycle ride aspiring to complete BRMs.
• Member of Alumni committee for the IIHMR university, 2017 – 2019.
• Won runner up prizes for Chess and Football at Annual sports meet, 2017 – 2018.
• Participated in the Jaipur half marathon organized by the AU bank in Feb, 2019.
• Presented a poster in the state level Project exhibition cum poster presentation, 2015.

Education
• The IIHMR University Jaipur
Master of Business Administration (Hospital and Health Management) June 2017-June 2019

• Watumull Institute of Electronics Engineering and Computer Technology Mumbai

B.E. in Biomedical Engineering July 2011-June 2015

Personal Information
Date of Birth: 1st May 1992
Address: Thane, Maharashtra
Linguistic skills: English, Hindi, Marathi
Marital status: Single