YUVARAJ. R
Issue Resolution Associate
Chennai
Summary
Seeking a challenging position in a reputed organization where my skills, talents and abilities will be utilized to the fullest and at the same time to lead the team/to be a team player (Teamwork will lead the dream works) through all the stages and garner practical experience in meeting real life challenges. Learning is my passion as I will learn things quickly and capitalize my learning into the process/workflow for the betterment.
Overview
9
9
years of professional experience
2
2
years of post-secondary education
1
1
Language
Work History
Issue Resolution Associate
Athenahealth Technology
Chennai
04.2018 - Current
- Working as an SME on Athena owned software products and working with Customer Success Managers (Belfast) to resolve their concern regarding the product functionalities
- 4 years of experience working in SALESFORCE and providing the technical support to internal team members on SALESFORCE related queries
- Creating & publishing the knowledge articles on SALEFORCE both client facing as well as internal articles on how to troubleshoot on client’s issues related to software products as well as salesforce issues
- Assisting in formulating and defining systems with a good understanding of business systems and industry requirements
- Familiar with software products named athenaclinicals, Collector, communicator, document processing, athenaOne (Mobile app), Patient portal (being used by the patients) and a Subject matter expert in all the above products including the SALESFORCE
- I would need to wok with the Customer Success Managers (from Belfast) and arrange the client call to train them on the other products of athena (Communicator, Document processing and Hospital clinicals) before their Go-Live date
- Worked with the Customer Success Managers (Belfast) through calls on escalated issues and assisted them collectively to resolve the client’s concern
- Successfully communicate technical ideas and concepts both verbally and in writing
- Queries related to the product and troubleshooting it and resolves which are accounting to the product is the key focus for the clients and delivering it in a timely manner is one of the key responsibilities
- Creating the developmental task (JIRA) and closely monitor the progress of the task
- Collaborating with the development team (IT TEAM) to resolve the developmental tasks created and reaching out to the client via call to update them on the resolution identified by the development team
- Reviewing the Known issue frequently to make sure all our clients are provided with the update/resolution as soon as it is available
- Based on the issue in which I am working, I would need to create a known issue articles and Knowledge articles by documenting the issue, root cause, troubleshooting steps and the resolution (Identified by the product team) to save our team’s time when working on the same issue in the future
- Gathering inputs from the clients for an advancement of the products, analyze them to understand the software requirements and document the same (BRD & FRD)
- Once documented the product enhancement requests, I would forward the documentation to the product team for verifying the feasibility
- After the accomplishment of these requests, communicate the same to the client and clarify their questions about the new release
- Collaborate closely with stakeholders, Development, documentation, and QA Teams to successfully deliver product that meets client requirements
- Managing/Educating the team in creating the knowledge article with the content about the products and create the articles myself about the product & its functionality
- Publishing the articles both internally as well as externally to promote the software product and its functionalities
- Achievements:
- I have joined as an Issue Resolution Analyst where the primary responsibility is to satisfy the client’s requirements related to medical billing software developed by athena (product support) and handle the product enhancement request
- I got promoted as Senior Issue Resolution Analyst from Issue Resolution Analyst (Floor Support)
- I was able to get a promotion again as Issue Resolution Associate (from Senior Issue Resolution Analyst - taken up the responsibility to manage a team as Group Coordinator (GC) and assist the team as Subject Matter Expert (SME) when they are experiencing difficulties in assisting our clients
- Handled escalations for the Collector, Enrollment, Posting and document processing verticals
- Handled the Team (with 20 Members) when my manager was affected by Covid 19 and maintained the metrics, leave coverage, addressing and resolving their queries without compromising team’s goal 2
- Medrona Billing
Senior Customer Service Representative
Medrona Billing Service
Chennai
09.2014 - 03.2018
- Work on Account Receivable department and to process the claims
- Claims and denials management
- End to end denial management and refiling the claim for processing (as per the insurance guidelines)
- Vendor management for claims and electronic remittance advice retrievals
- Calling the insurances in different parts of USA and work with them to get the payment for the claims deliberately
- Key Contributions:
- Had multiple (bulk) claims pending then worked with the Supervisor to refile the claims to the correct information and got the payment for those (bulk) claims
- Worked with the web portal department and got the access to web portals which was used by our team without having to wait on call for hours
- Conducting the team huddles for providing them the updates and circulate them via email for our process betterment
- Quality auditing for internal associates and performing timely feedback., where my Responsibilities were calling the insurances (United States) and getting the claim information for providers and working on Denials
- After a year, I became a Quality Analyst and making sure our team is meeting the Quality and providing them with the feedback asap
- Key Contributions:
- Training and monitoring team members and effectively reduced errors by quality control of the allocated work
- Received appreciation from providers and higher management in regards with the identifying the root cause on why the claims are getting denied & provided the resolution to the same
- Handled and Resolved complex issues for Hospital Clients
- Process improvements
- Excellent vendor management skills
- Was in the NIS team and maintained a quality score of 99% and above, and later the organization moved me to the QA team
- Handling a team of 15 members for the quality control department
Senior Customer Service Representative
Dell International Business Solutions Pvt Ltd
Chennai
12.2012 - 07.2014
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Greeted customers and listened closely to problems described to determine solutions.
- Resolved customer service issues using company processes and policies and provided updates to clients.
- Handled and Resolved complex issues for Hospital Clients.
- Excellent vendor management skills
- Worked on process improvement and claims analytics
Education
Bachelor of Science - Computer Science
Gurunanak Collage of Arts And Science
Velachery 06.2010 - 04.2012
Science - Science Education
The Hindu Higher Secondary School
Triplicane 07.2009 - 07.2009
SSLC -
The Hindu Hr. Sec School
06.2007 - 06.2007
Skills
Problem and issue resolution
undefinedAccomplishments
- Leading, training, coaching, monitoring, rewarding the performance of team members to ensure efficiency in business operations thereby meeting team goals and support in people developing and growth opportunities.
- I have joined as an Issue Resolution Analyst where the primary responsibility is to satisfy the client’s requirements related to medical billing software developed by athena (product support) and handle the product enhancement request.
- I got promoted as Senior Issue Resolution Analyst from Issue Resolution Analyst (Floor Support)
- I was able to get a promotion again as Issue Resolution Associate (from Senior Issue Resolution Analyst - taken up the responsibility to manage a team as Lead and assist the team as Subject Matter Expert (SME) when they are experiencing difficulties in assisting our clients
- Handled escalations for the Collector, Enrollment, Posting and document processing verticals.
- Improved the team critical business metrics from 81% to 97%.
- Implemented appropriate actions to sustain the results. Displayed the Operations control during client visits and was part of project expansion.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
Issue Resolution Associate
Athenahealth Technology
04.2018 - Current
Senior Customer Service Representative
Medrona Billing Service
09.2014 - 03.2018
Senior Customer Service Representative
Dell International Business Solutions Pvt Ltd
12.2012 - 07.2014
Bachelor of Science - Computer Science
Gurunanak Collage of Arts And Science
06.2010 - 04.2012
Science - Science Education
The Hindu Higher Secondary School
07.2009 - 07.2009
SSLC -
The Hindu Hr. Sec School
06.2007 - 06.2007
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