Lovina Fernandes
Khadki
Summary
Proficient in working and running successful method-oriented operations and taking initiatives for business excellence through process improvement Domain Expertise: BPO Operations/Transitions/Team Management
Overview
15
15
years of professional experience
Work History
COTIVITI India Pvt Ltd.
Team Coach
Pune
12.2018 - Current
- Transitioned new projects
- Auditing US Healthcare Claims
- Managing tasks that will help to meet the SLA targets
- Delegate the work, prepare assignments based on weekly, monthly data load and ensure maximum productivity is contributed by the team
- Keep team posted on the volumes so that there is no miss on the TAT.
- Co-ordinating and connecting with Onshore on weekly basis to discuss on the overall performance and to discuss on any open items
- Providing floor support
- Working on various Provider Contracts
- Collaborating with QA
- Managing and preparing daily updates on IDs, Gross ID reports and Productivity report
- Team bonding activities
- Identifying and pursuing potential claims with high $ to meet the assigned budget
- Provided training to new hires
- Handling multiple clients and various reports inlined with these projects
- SOP creation and updating them on daily basis
- Reviewing, evaluating, and updating query trackers
- Maintaining attendance tracker
- Identifying and finding ways to improve and simplify the process which may lead to Customer Satisfaction
- Preparing Monthly Performance Review Deck
Conduent
Analyst
Pune
10.2017 - 09.2018
- The same roles and responsibilities as it were in ADP. Wage works took over ADP CHSA product along with the existing manpower and partnered with Conduent to serve its clients in US.
ADP Pvt.Ltd
Analyst
Pune
12.2010 - 09.2017
- Leading and Supporting Operational Initiatives within the Division and Other Departments
- Processed US healthcare claims, claims adjudication, worked on appeals and resolved Tier 2 cases
- Allocated work within the team and ensuring SLA’s are met weekly/monthly
- Handling key tasks to understand the requirement and ensuring the work is done appropriately to meet the SLA’s of the Business
- Played a key role by working on all the critical clients/tasks and provided 100% quality.
- Help the Leadership team in Monthly reports
- Training and Mentoring new associates in the team and ensuring smooth transition from training to Operations
- As integral part of Innovation team, continue to motivate and engage associates towards process Innovation ideas
- Prepare training materials SOP’s, updating them as and when received Client level changes on proces level
- Prepare and publish the weekly and monthly score card – Dashboard for the Team.
- Provide positive and constructive feedback to the associates.
Education
Post Graduation - Banking and Finance
01.2011
B.Com. - undefined
Pune University
01.2010
Skills
Exceptional interpersonal, team building and communication skills including presentation skills(ie experience with Microsoft PowerPoint
Excellent verbal and written communication skills, Sense of responsibility
Excellent Time management and Leadership skills
Proficient in Microsoft Office including Excel and Power point,good with emails, MS office and Microsoft PowerPoint skills
Decision Making
Willing to take more responsibilities as needed and devote the time necessary to complete deadlines
Languages Known
English
Hindi
Marathi
Accomplishments
- Received “Award of Excellence Award” multiple times
PROFILE SUMMARY
- Innovative Team Coach with expertise in Back Office Operations & Client Relations
- Industry Experience: 14 years of varied experience in FSA/CHSA US Health Care Claims benefits Team, US Healthcare Contract Compliance Claims Team.
- Domain Expertise: Flexible Spending Accounts and Contract Compliance
- Skilled in helping support functions such as Training & Quality
- Strong Turnaround, Leadership, Mentoring and Client Management skills
CORE COMPETENCIES
- Team Coach, with proven success in executing strategic initiatives and improving delivery within existing processes.
- An excellent communicator of vision and direction to the team.
- Assessing the Business Unit feedback, evaluating areas of improvements & providing critical feedback to the Leadership on improvements and achieving higher customer satisfaction metrics
- Conducting root-cause analysis and taking preventive measures for repeated escalations
- Leading, training, Quality audits and monitoring performance of the team for maintaining excellence in the service operations
PERSONAL DETAILS
- Date of Birth: 1989-07-10
- Marital Status: Single.
- Address:Satyam Society, 8 Mulla Road, Block B, Room No-3, Khadki Pune 411003
Timeline
COTIVITI India Pvt Ltd.
Team Coach
12.2018 - Current
Conduent
Analyst
10.2017 - 09.2018
ADP Pvt.Ltd
Analyst
12.2010 - 09.2017
Post Graduation - Banking and Finance
B.Com. - undefined
Pune University