Emma Octavia Judon

• Responsible for day-to-day delivery services to company client and complete tasks such improving service delivery processes, communicating with other departments, overseeing employees involved in the delivery process, solving complaints
• Providing leadership, attention to details, analytical thinking, computer skills, communication and teamwork
• Direct management of a team of 31 FTE’s
• Responsible for making sure that services are being seamlessly delivered to our client
• Lead project teams, rectifying reliability issues and monitoring progress
• Provide a vital role in boosting the user experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands
• Ensures accurate, timely maintenance and synchronization of critical provider data across all provider databases and systems. Accesses and utilizes multiple software applicationsEnsures accurate, timely maintenance and synchronization of critical provider data across all provider databases and systems. Accesses and utilizes multiple software applications

The ability to manage a large amount of complex information and communicate clearly and draw sound conclusions. Support the maintenance of accurate, up-to-date provider data to include updates, changes, additions and terminations for assigned files.

• Demonstrates expertise in leading and managing both internal and external clients
• Manages assigned part of the process according to Capgemini methodology and/or agreed transition plan
• Organizes knowledge sharing sessions both within the team and cross teams
• Collaborates with client team to understand process challenges, flows, etc
• Works with designated stakeholders to gather and finalize commitments (process design, technology enhancements, process standardization, etc.)
• Maintains relationships with vendors
• Handles regular communication with the Client counterparts and build relationship with them for the future delivery
• Continually seeks out ways to improve Client satisfaction
• Builds the positive and supportive team culture and help team to improve efficiency
• Contributes to team 'Business As Usual' activities such as hiring, process improvement, service standardization, etc
• Develop, mentor, and coach junior members
• Maintain client communication and reporting

• Eligibility verification: Reviewing documents and data to confirm if individuals meet the criteria for specific programs or benefits, including income levels, employment status, demographics, etc
• Data analysis: Analyzing data from various sources to identify potential eligibility issues and discrepancies
• Customer interaction: Answering customer inquiries regarding eligibility status, explaining program guidelines, and addressing concerns in a clear and concise manner
• System updates: Maintaining accurate records within client systems by updating eligibility information and documenting interactions
• Compliance adherence: Ensuring compliance with all relevant rules, regulations, and company policies regarding eligibility determination
• Case management: Managing individual cases by investigating discrepancies, resolving issues, and documenting necessary actions
• Reporting: Generating reports on eligibility trends and identifying areas for improvement
• Required skills and qualifications: Strong attention to detail and ability to accurately interpret data, Excellent communication skills, both written and verbal, to interact with customers and stakeholders, Proficiency in using computer systems and databases to access and update information, Basic understanding of eligibility guidelines and program rules, Problem-solving abilities to resolve eligibility discrepancies and address customer inquiries effectively, Ability to work independently and as part of a team

• Hired, terminated, trained staff, assessed employee performance
• Ran monthly reports in accordance with State mandated procedures
• Supervised receptionist made quarterly patient satisfactory visits to ensure caregivers were working to the best of their abilities and our patients were receiving quality care
• Oversaw collections, while maintaining medical records for over 200 patients
• Developed and implemented office policies and procedures based of the guidelines