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Designs and delivers onboarding and ongoing training for claims administration staff, develops e-learning and classroom content, assesses training effectiveness, maintains training records, and partners with SMEs and management to improve staff skills and performance.

Design, develop and deliver training programs for voice claims administration staff (RCM). Schedule and run batch trainings, create materials, conduct call listening, perform pre/post assessments, track progress, and collaborate with management to identify training needs.

Design, develop, and deliver end-to-end reports, MIS and BI dashboards (Excel, Power BI, Access, SQL). Track KPIs, automate processes using VBA, provide operational insights to stakeholders, support transformation initiatives, and lead performance review meetings across sites.

Handle inbound calls from healthcare professionals about benefits, claims, eligibility and non-clinical utilization issues; authenticate callers, document interactions, protect PHI, use resources to resolve inquiries, support fax administration, and complete required training and certification.

Provide first-line support and debugging for .NET (C#) applications, manage and monitor Azure services, handle incidents and tickets to SLA, support deployments and testing, document fixes and runbooks, and collaborate with development and infrastructure teams to maintain stable production operations.

Entry-level role handling non-voice claims administration tasks: process claims, meet SLAs and TAT, maintain quality and productivity, learn related process areas, and support team performance through coaching, metric management, and problem-solving.

Provide on-site and remote desktop support: OS reinstallation/reimaging, hardware and software troubleshooting, backup/restore, patch and antivirus management, inventory and asset management, ticket resolution to SLA, network/data cabling, Office 365 and file server support, vendor escalation, and user communication across shifts.

Entry-level role supporting claims administration (non-voice) by processing claims, meeting SLAs and TAT, maintaining quality, and improving team productivity through adherence to metrics, coaching, and continuous learning.

Lead QA for inbound international voice contact center: manage QA team, design scorecards/audits, analyze metrics (FCR, AHT, CSAT, NPS), run RCA/CAPA, apply Six Sigma methodologies, drive continuous improvement, stakeholder alignment, and maintain compliance and QA reporting.

Perform data analysis to generate insights and support decision-making. Design and execute analysis projects, collaborate with cross-functional teams, implement best practices, troubleshoot issues, document processes, and ensure data accuracy and reliability.