Gayathri M

Using the salesforce application, we share the claim transactions, eligibility, authorization, and referral details of the member with provider.

Handled client level escalations with the issues reported by the providers.

Took the ownership and lead the team members to work on multiple projects assigned such as NSA/IDRE, repeat threshold cases, registration cases, Inventory aged cases etc etc

Worked on various reports from salesforce for tracking the productivity of the cases that's been shared as reports on daily basis.

Analyze the claims using Facets applications for the configuration and we would communicate with various departments such as Provider File operations, Finance, Accounts payable team, Co-ordination of benefits to fix the issue.

Trained on interacting with the providers through Email, Chat, Fax Outbound and Inbound calls.

Build and nurture relationship with the providers to understand and meet their requirements while ensuring effective business delivery.

Supporting the team with all the queries and help them to achieve scores and meet their daily targets

Contribute towards the process improvements ideas on productivity accuracy and turnaround time.

I have worked on the project named TELSTRA with two different processes: ADSL and NBN.

To interact with the customer and understand their issues to arrive at the most efficient solution possible.

To coordinate with different departments and teams for better customer experience.

To work with various tools and software to understand the core reason for the customer's problem. Troubleshooting technical issues and performing IP address configuration, networking issues, hardware problems, etc.

Troubleshooting process also includes resolving any issues with the customer's computer, printer, mobile phone, etc.

To achieve monthly targets without compromising the quality of the assistance provided to the customer.