Joy Sarah Jennifer Alfred
Bengaluru
Summary
Experienced Senior Process Associate driven to optimize processes and streamline operations for team efficiency. Decisive leader with an analytical and flexible approach to solving problems. Well established in fast-paced and challenging environments. Eager to learn with aptitude for applying new knowledge with skill and efficiency.
Overview
10
10
years of professional experience
Work History
Patient Care Representative /Senior Associate
Manipal Hospitals
01.2023 - 12.2023
- Kept detailed records of patient care and treatment plans to ensure continuity of care.
- Collaborated with other health care professionals to coordinate patient care
- Resolved customer billing disputes, resulting in improved customer satisfaction and retention
- Assumes responsibility for work activities and coordinating efforts.
- Worked with patients to schedule tests and procedures.
- Increased efficiency in multi-disciplinary meetings by preparing agendas, taking minutes, and distributing follow-up action items.
- Coordinated closely with project managers to verify billable hours, expenses incurred, and other project-specific details for accurate invoicing purposes.
- Maintained updated records of customer account information to ensure accurate and timely billing processes.
- Worked with multiple departments to check proper billing information.
- Efficiently managed high volumes of phone calls, messages, and inquiries from patients or other healthcare providers, ensuring prompt responses and resolutions.
- Improved billing accuracy by thoroughly reviewing invoices and cross-referencing data with client accounts.
- Provided excellent customer service, developing and maintaining client relationships.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
- Reviewed and reconciled customer accounts to manage accuracy of payments.
Senior Process Associate - Operations
World Network Solutions
10.2019 - 12.2022
- Maintained accurate documentation of processes, facilitating easy reference for internal audits and knowledge transfer.
- Streamlined processes by identifying inefficiencies and implementing solutions to enhance productivity.
- Leveraged accounting software to perform data entry and prepare reports and statements while minimizing errors.
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards, and adhere to accuracy standards.
- Implemented process improvements that led to significant time savings and increased accuracy in deliverables.
- Promptly mediated disputes between associates to promote better collaboration and avoid work disruption.
- Maintaining TAT
- Meeting assigned productivity Goals.
- Adhering to the SLA and understanding Quality & Auditing Parameters.
- Understand the basic professional standards & established procedures, policies before taking action & making decisions
- Worked on tools like PEGA, Salesforce, AS-400, Freshdesk & E-net.
- To maintain a Detailed log of all customer interactions & feedback for analysis and reporting.
Senior Front Office Executive /Customer Care Representative
Inamdar Multispecialty Hospital
04.2014 - 04.2019
- Resolved customer complaints in timely and effective manner, resulting in customer satisfaction
- Developed customer service standards and policies that improved customer service quality and efficiency
- Maintained customer accounts and records, ensuring accuracy and data integrity
- Developed and implemented customer feedback survey that identified areas for improvement in customer experience
- Coordinated with other departments to ensure customer inquiries and requests were handled appropriately
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
- Collaborated with healthcare team to ensure timely and accurate medical documentation, improving overall patient care.
- Stayed up-to-date with medical terminology and industry trends to maintain accuracy in transcriptions.
Education
SSC -
JD Academy
Pune, India06.2014
Programming: C,C++ - Computer Programming
TCDS Computer Education
Tamil Nadu10.2016
B.Com - Finance & Banking
Tilak Maharashtra University
Pune, India2018
Skills
- Multitasking ability
- Patient Care Coordination
- Process Analysis
- Cross-Functional Collaboration
- Time Management
- Problem-solving abilities
- Teamwork and Collaboration
- Adaptability and Flexibility
- Attention to Detail
- Professionalism
- Task Prioritization
- Analytical Skills
- Data Analysis
- Interpersonal abilities
- Customer Relationship Management (CRM)
Additional Information
- Travel
- Foreign languages
- Nature
- Cooking or baking
Languages
English
Tamil
Hindi
Marathi
Accomplishments
Received an Award of Excellence in the Year 2019 from Inamdar Hospital.
Recognized as Good Performer by World Network Services in the Year 2020.
Timeline
Patient Care Representative /Senior Associate
Manipal Hospitals
01.2023 - 12.2023
Senior Process Associate - Operations
World Network Solutions
10.2019 - 12.2022
Senior Front Office Executive /Customer Care Representative
Inamdar Multispecialty Hospital
04.2014 - 04.2019
SSC -
JD Academy
Programming: C,C++ - Computer Programming
TCDS Computer Education
B.Com - Finance & Banking
Tilak Maharashtra University
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