Rueban Sugumar

- I worked in the Purchasing Department.

I will be responsible for the end-to-end project handling process.

Once the project was confirmed, we needed to review the entire project requirements and conduct the meeting with the internal development team, design team, and testing team.

We will be the ones who directly contact the client in terms of various modes of communication (Skype, WhatsApp, Telegram, Slack, and email, as well as through phone calls).

We will be structuring the modules sheet with the help of the technical team, and we should confirm with the client.

We will explain the complete project flow to the internal team, as well as to the client.

Once the project is initiated, we will fully coordinate with the development team, design team, and testing team; also, if required, we need to get in touch with the SEO team.

We will be fully responsible until the project delivery.

Participate in US/UK client calls, and understand the quality requirements, both from a process perspective, and for the target.

Identify the method to achieve the quality targets, and implement the same in consultation with the operations manager and leads.

Collect data on individual transactions (Chart, Claim, and EOB) on the error.

Provide face-to-face feedback, and also send emails with the types of errors on a daily basis.

Train the employees to minimize errors and improve performance.

Provide input to the training team about common mistakes made to enhance the training curriculum.

Generate QA reports on a daily, weekly, and monthly basis.

Conduct an online test in the specified time every week regarding important client updates, general medical billing, and previous issues that were solved.

Project Details:

Ø MSI – (Registration and Verification of Benefits)

Roles and Responsibilities:

Assigning inventory on a daily basis to the team.

Conduct a sunrise meeting before the shift starts, and a weekly quality review meeting.

Prepared client report on a weekly basis and invoiced on a monthly basis.

Manage the productivity tracker and update it with the team to know where we are standing.

Continuously monitor the productivity of the team, and provide adequate support when required.

Maintain the QAP parameters, and for the last three months, our team scored more than 89% in the internal audit conducted by the L2 team.

Follow up on client emails.

Participate in client calls, both for quality and project purposes.

Worked as a Citibank customer service executive, taking care of complaints and queries of corporate account holders.

Worked as a Vodafone customer service executive, taking care of complaints and queries of corporate account holders.