Gaurav Garg
Team Lead
Summary
12 Years of hands-on experience in the BPO industry engaged in US Health and Long Term Care Claims, Adjudication of Claims, Policy Holder Service. Creates dynamic and positive workplace culture to align with organizational mission and values. Trains new hires and mentors struggling workers to achieve overall team success.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
Team Lead
CHCS Service Inc
Noida
09.2021 - Current
- Client Interaction and communication.
- Yearly forecasting taking in consideration process attrition and inventory management and transitioning of New Business .
- Calibrating with On-shore teams for daily operational activities – Daily capacity, Weekly and Monthly Performance Deck.
- Responsible to meet client SLA's i.e. Production, Quality and TAT.
- Baselining to the new processes – FTEs calculation, AHT, and TAT.
- Monthly performance management to improve overall team performance and customer satisfaction to achieve annual Net Promoter Score (NPS).
- Coaching and feedback to team members to enable them to improve their performance.
- Managing project revenues, manpower and profitability for processes and taking necessary actions to meet required targets.
- Goals/Expectation setting, conducting year-end appraisals, conducting monthly one-on-ones.
- Leave & attendance system and reporting of various operational activities – TAT, Quality and Compliance.
- Managed a team of 20-25 claim specialists.
Process Lead
Capgemini
Noida
08.2011 - 08.2021
- Proficiently lead and manage teams. Ensure Key Result Area (KRA) achievement.
- Monitor Average Handling Time (AHT) and maintain Service Level Agreements (SLAs).
- Resolve complex queries and escalations.
- Conduct audits for process adherence.
- Analyze and manage essential reports for the assigned team.
- Oversee attendance and leave tracking for Aflac US health insurance.
Education
Bachelor of Science - Computer Science
Dr Bhimrao Ambedkar University
Mathura 07.2007 - 06.2010
Skills
People Management
Expertise
- Exceptional interpersonal skills for candidate training and effective communication.
- Adaptability & Multitasker
- Knowledge of Medical Terminology
- Familiarity with UB04/CMS-1450, HCFA1500, CMS-1500, ICD9&10, CPT Codes, Long term care, Authorization, Deductibles, Co-Insurance, Deny Letters, Copayment, EOB.
- Proficiency in US Healthcare, Long Term Care, Insurance claim adjudication, and audit.
- Proven ability to excel under pressure.
Certification
Data Analysis from Grras institute 2023.
Timeline
Team Lead
CHCS Service Inc
09.2021 - Current
Process Lead
Capgemini
08.2011 - 08.2021
Bachelor of Science - Computer Science
Dr Bhimrao Ambedkar University
07.2007 - 06.2010
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