Anand S

• Sent clinical request and missing information letters to obtain incomplete information.
• Reviewed administrative guidelines whenever questions arose during processing of claims.
• Reviewed claims for accuracy before submitting for billing.
• Evaluated pending claims to identify and resolve problems blocking auto-adjudication.
• Mailed insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
• Prepared and reviewed insurance-claim forms and related documents for completeness.
• Assisted new policyholders with processing claims.
• Collaborated with fellow team members to manage large volume of claims.
• Assisted claimants, providers and clients with problems or questions regarding claims.
• Checked documentation for appropriate coding, catching errors and making revisions.
• Answered inbound calls, outbound calls, chats and emails to facilitate customer service.

● Providing customer support to PhonePe process in 4 different languages (English, Hindi, Tamil, Malayalam.)

● Proficiency in ticket handling software’s like Avaya, Ubona, Freshdesk.

● Successfully completed PhonePe customer support certification.

● Resolved an average of 120tickets per day within the time limit.

● Best performer of PhonePe customer support for January 2024 month.

● Maintaining Quality of 95% throughout from the beginning of work.

● Investigated and provided technical support to customers over the phone and via email, resulting in a 90% customer satisfaction rate for facility management application called GameX

● Resolved an average of 75% of all support tickets within the first 24 hours.

● Provided support for 500+ end users with hardware, software, and networking issues

● Successfully troubleshot complex technical problems and provided solutions to customers in a timely manner.

● Created a comprehensive knowledge base of application-related issues, and have basic knowledge in ITIL Framework enabling faster resolution times for customers

● Collaborated with cross-functional teams to identify and resolve technical problems, resulting in improved operational efficiency

● Updated the knowledge base with step-by-step solutions to common problems.