Job Description

• Excellent knowledge on client specifics and experience in all types of enrollment & billing transactions * Experience in individual & family enrollment and or Group Enrollment * Perform quality review of claims based on the documentation pr

Excellent knowledge on client specifics and experience in all types of enrollment & billing transactions Experience in individual & family enrollment and or Group Enrollment Perform quality review of claims based on the documentation provided by client to ensure claim output meets all customer specifications Collects all findings during the audits and perform effective root cause analysis along with examiners & ops supervisors Generate multiple level of analysis from the audit findings and identify opportunities to improve overall process Circulate quality dashboards at agreed periodic intervals to all relevant stake holders Conduct 1-0-1 coaching / feedback on specific error scenarios Provide suggestions to Trainer and Ops on the slow performers who needs additional coaching / re-training on specific areas Tracks all feedback from client and provide constructive information to agents during daily quality team huddle Participates in client knowledge calibration exercise Understanding Client P&Ps and auditing documents / claims based on instruction guidelines. Record audit findings and prepare audit reports and circulate quality dashboard Organize ILP review meeting and quality briefings to update associates on any quality issues Analyze internal/client feedback and respond with details Handling Feedback sessions efficiently. Periodic knowledge calibration with client or SME. Floor troubleshooting and if required get queries clarified with client. Liaison with other functions and ensure smooth working relations. Qualifications Excellent knowledge on client specifics and experience in all types of enrollment & billing transactions Experience in individual & family enrollment and or Group Enrollment Perform quality review of claims based on the documentation provided by client to ensure claim output meets all customer specifications Collects all findings during the audits and perform effective root cause analysis along with examiners & ops supervisors Generate multiple level of analysis from the audit findings and identify opportunities to improve overall process Circulate quality dashboards at agreed periodic intervals to all relevant stake holders Conduct 1-0-1 coaching / feedback on specific error scenarios Provide suggestions to Trainer and Ops on the slow performers who needs additional coaching / re-training on specific areas Tracks all feedback from client and provide constructive information to agents during daily quality team huddle Participates in client knowledge calibration exercise Understanding Client P&Ps and auditing documents / claims based on instruction guidelines. Record audit findings and prepare audit reports and circulate quality dashboard Organize ILP review meeting and quality briefings to update associates on any quality issues Analyze internal/client feedback and respond with details Handling Feedback sessions efficiently. Periodic knowledge calibration with client or SME. Floor troubleshooting and if required get queries clarified with client. Liaison with other functions and ensure smooth working relations.

Monster