Saandiip Jagtap

Project 2 - Kaseya – NetSuite

• Delivered Tier-1 & Tier-2 support for finance and workforce SaaS applications.

• Using the existing knowledge base and documentation for first-level resolution. Providing end-to-end support for billing, quotes, CPQ, RMA, and proration via NetSuite.

• Improving billing accuracy by 20% using process automation.

• Documenting SOPs, trained new hires, and created internal knowledge base articles.

Using Salesforce and Zendesk for ticketing and issue resolution.

Project 1: Hill-Rom NNC (Inbound), U.S. Healthcare.

• Handling calls and tickets.
• Creating cases and escalating to Tier 2 team based on the severity.
• Identifying cases as Critical, High, Medium & Low and assigning it to the designated Queue.
• Expertise in various ticketing tools and monitoring in Zendesk & Salesforce.
• Creating SOPs, knowledge-based articles, and training new resources.
• Auditing calls based on set parameters and CTQs.
• Identifying and giving feedback on agents' shortcomings in soft skills and process knowledge.
• Maintaining a convivial relationship with the team.

Project: ACI (Inbound) US Healthcare.

• Worked for US insurance co named ACI.
• Handled inbound calls of the provider's seeking for eligibility, benefits and Claim status.
• Coordinating with claims team regarding escalated claims.
• Maintaining 100 % quality, AHT (Average Handling Time) and FCR. (First Call Resolution).
• Sending claims for review/reprocessing.
• Maintained current knowledge of plan benefits to provide information to the providers.
• Handled Supervisor and Escalation calls.

Achievements:

• Got opportunity to audit calls for ACI.
• Worked as a auditor for same process.
• Received appreciation for being top performer.

Process: Contract Compliance (Humana), US Healthcare.

• We dealt with the contract compliance by doing analysis and downloading the relevant documents from the client application.
• Identifying the exact Health System of that particular provider and download the documents by categorizing them as Contract, Amendment, Roster & Supplemental.
• Our Health claim accuracy experts use proprietary analytics and data mining tools to find overpayments from the documents, which we download.

Process: International Voice Process, US Debt Collection, Healthcare.

• Worked as Customer Service Associate
• Collected payments which were 0-120 plus days past due.
• Helped Customers with money management and payment plans.
• Advised Customers of necessary actions and strategies for debt repayment.
• Maintained positive customer relationship and minimize bad debt exposure.
• Knowledge of FDCPA & HIPPA.
• Process: International Voice Process, US Debt Collection, Healthcare.