Sindhu Mercy Mascreen

• Manage team expectations and project SLAs.
• Monitor knowledge sharing and retention within the team.
• Ability to create and implement an action plan for improvement across KPIs.
• Ability to manage BQ/Outlier performance.
• Guided and prepared team leads and advisors for advanced responsibilities
• Be part of client reviews and provide performance trends and next steps
• Encourage Value Adds not only for client but also for the organization.
• Grooms key individuals in the team through coaching
• Develop strategies for continuous improvement, identify projects and mentor them (Changes to improve Customer Experience)
• Handling customer escalations or providing resolutions, which require a higher level of authorizations.
• Take prompt, sound and independent decisions while resolving customer issues and need
• Communicates with the team in a timely manner (skip levels, appreciation etc)
• Planning & Executing Employee Engagement & Fun Activities
• Maintain effective employee relations at all levels
• Conducts town hall meetings and focuses on the needs of employees
• Identify Training needs for the floor
• Deciding on ways to control attrition for the process
• Conducting regular 1:1s
• Works in collaboration with the Quality / Work force planning, Training & HR teams

• Verification of eligibility and benefits:
• Checking benefits of the patient insurance plan and
obtaining preauthorization for the treatment to be
received by the patient.
• Checking the claim status for the auto and worker’s
compensation insurance.
• Updating the records with the relevant information
obtained from the insurance company
• Record e-prompt with the work done daily.
• Training of new joiners and floor support to buddies
• Collate data on the non-workable accounts daily