Apr 2021 – Nov 2021 · 7 mos · India · Remote

• Responsible for end-to-end implementation of End User Computing (EUCs) automation.
• Collaborated with stakeholders to automate business processes, eliciting requirements and change requests.
• Conducted gap analysis to identify discrepancies between current and desired business processes, enabling the implementation of targeted process improvements and efficiencies.
• Collaborated with development and technical teams to ensure smooth deployment and release of software applications, while focusing on the value proposition and facilitating a seamless transition to system integration testing (SIT) and user acceptance testing (UAT).
• Conducted product training for users by developing training materials, including user manuals and training videos, to ensure effective understanding and adoption of the product.
• Supported project managers in monitoring project timelines and deliverables.
• Prepared reports and presentations to communicate project progress and findings to the team.

May 2019 – Apr 2021 · 1 yr 11 mos · New Delhi Area, India · On-site

• Oversaw and processed client insurance data on a daily basis, ensuring accuracy, organization, and seamless access.
• Delivered ongoing support to clients’ post-policy issuance, addressing inquiries, providing updates, and ensuring satisfaction with their insurance coverage.
• Collaborated with both internal teams (underwriters, claims department) and external stakeholders (insurance carriers, clients) to ensure smooth service delivery and resolve issues.
• Assisted clients in understanding and maximizing their insurance coverage, offering tailored advice on policy updates, claims procedures, and coverage options.
• Gathered client feedback regarding their insurance policies and resolved any concerns or queries, ensuring a high level of client satisfaction.
• Performed reconciliations and data analysis of client policies and claims, providing actionable insights to management to improve processes and client offerings.
• Conducted internal audits to ensure compliance with insurance regulations and prepared necessary reports to meet industry standards and legal requirements.
• Maintained comprehensive trackers and generated reports on client interactions, policy renewals, claims, and product usage to identify trends and areas for improvement.

Apr 2018 – May 2019 · 1 yr 1 mo · Gurgaon, Haryana · On-site

• Assisted in the creation, renewal, and cancellation of insurance policies, ensuring all documentation was completed accurately and on time.
• Maintained accurate records of customer details and policy information, ensuring data integrity across all platforms.
• Processed claims efficiently, liaising with clients to ensure all necessary information was gathered for timely resolution.
• Provided exceptional customer service by responding to inquiries regarding insurance products, terms, and coverage options.
• Guided clients in understanding their insurance policies, offering tailored advice to meet their needs.
• Ensured all necessary documentation was accurately filled out and filed according to company standards.
• Assisted in preparing underwriting documents and reports for policy approval and claim processing.
• Supported the claims department in managing and tracking insurance claims, ensuring clients were kept informed throughout the process.
• Assisted clients in submitting the required documentation for claims processing.
• Provided vital support to the sales team in preparing quotes and proposals for potential clients, contributing to a streamlined sales process.
• Gathered, analysed, and organized data from various departments, ensuring data accuracy and consistency.
• Maintained up-to-date records for various business operations, ensuring all information was readily available for analysis.
• Prepared and generated routine reports (daily, weekly, monthly, and annual) for management, enabling informed decision-making.
• Created ad-hoc reports for specific projects and needs, supporting senior leadership with relevant insights.

Jan 2016 – Nov 2017 · 1 yr 10 mos · Gurgaon, Haryana · On-site

• Analysed and processed a wide range of health insurance claims, ensuring compliance with company policies and regulatory requirements in both the US and Canada.
• Reviewed medical records, billing codes, and other documentation to assess the legitimacy and accuracy of claims, ensuring proper adjudication.
• Determined appropriate claim payouts by verifying coverage, eligibility, and benefits, coordinating with healthcare providers and policyholders when needed.
• Conducted audits of high-cost or suspicious claims to ensure compliance with legal, ethical, and company standards.
• Interacted with healthcare providers, policyholders, and brokers to gather additional information and clarify any issues related to claims submissions.
• Ensured timely and accurate adjudication of claims, balancing the needs of the policyholder with company policies and guidelines.
• Managed escalated claims, working with other departments to resolve complex or disputed claims, ensuring a resolution that complies with company standards and regulations.
• Assisted in handling appeals from claimants who disputed denied claims, conducting a thorough review and re-evaluating decisions where applicable.
• Analysed claims data to identify trends in denials, fraud, or inefficiencies, presenting findings to senior management to drive process improvements.
• Developed and maintained key performance indicators (KPIs) to assess claims performance and identify opportunities for optimizing claim outcomes.
• Mentored and trained junior claims analysts, providing guidance on best practices, complex claims processing, and adherence to policies and regulations.
• Worked closely with IT and operations teams to identify and implement system improvements that would enhance claims processing efficiency.
• Assisted in the testing and implementation of new claims management software and tools to streamline workflows and improve productivity.