Saranya Prabagaran

• Handled inbound and outbound calls to address delinquent accounts.
• Complied with federal and state laws, corporate regulations, and TCPA phone guidelines when handling debt collection.
• Facilitated payment arrangements through effective telephone communication.
• Provided detailed information about account balances across auto, credit card, mortgage, personal loan and CPI.
• Utilized sound judgment to implement effective collection solutions.
• Maintained detailed documentation regarding collection activities, customer conversations, and payment arrangements.
• Processes electronic payments using the ECM/Portal system.
• Utilize skip tracing techniques and databases to locate and contact debtors.
• Consistently staying informed on payment methods, call structures, and verification procedures.
• Resolved customer complaints swiftly and professionally to maintain customer confidence.
• Took on additional responsibilities as required, showcasing versatility in handling diverse tasks while proactively identifying and solving problems to support other departments.

Tools and Technologies: Temenos, Genesys, Swivel, Client Matrix, MS Excel, MS Word, MS Powerpoint, Lotus Notes, One Note

• Collaborated with internal and external team members to address interface issues.
• Supported both existing and new interfaces by overseeing the transfer of electronic health records.
• Contributed to gathering new requirements, development, production troubleshooting, support and testing.
• Managed health records by working closely with medical laboratories, hospitals, and pharmacies.
• Liaised with dev-ops team, account manager, and vendors.
• Skilled in HL7 interface messages including ADT, ORM, ORU, SIU, and ACK.
• Developed comprehensive report identifying problems, opportunities, and solutions for enhanced efficiency.
• Transformed complex user needs into clear and actionable business requirements.
• Handled inbound and outbound calls from US-based healthcare providers and laboratories to address tickets on ServiceNow.
• Verified production fixes post-release to confirm interface functionality.
• Expert in managing EMR error queues, handling clinical case management and providing CEDI expansion.
• Compiled Salesforce reports and conveyed analytical findings to senior leadership.
• Mapped waiting error messages by verifying HL7 segment and component details.
• Teamed up with collectors to manage EDI transactions for healthcare claims, status updates and processing.
• Ensured timely resolution of Salesforce requests by consistent monitoring and follow-ups.
• Conducted data extraction with basic SQL queries from established datasets.
• Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
• Enhanced internal knowledge sharing by creating detailed SOP documentation.
• Supervised case flow and tracked common issues across various accounts.
• Scheduled and facilitated meetings with business team to define requirements.
• Supported QA processes by ensuring thorough data validation.

Tools and Technology: Athenanet, AthenaOne, AthenaEDI, AthenaIDX, SmartHL7, Salesforce, SugarCRM, Nagios, MS SQL, MS Excel, MS Word, MS Powerpoint, Lotus Notes, One Note, ServiceNow, Jira, Kaizen, Asana, O-Help, Superscripts

• Delivered remote diagnostics and troubleshooting for multiple services such as broadband, telephone systems, wireless devices, and web-mail via phone calls, chats and emails.
• Handled escalated technical issues through inbound calls transferred by Tier 1 specialists.
• Clarified technical details to customers, and guided them through fundamental troubleshooting steps.
• Coordinated network engineer team for on-site technical issue resolution.
• Conducted root cause analysis to resolve reported issues.
• Created visually impactful dashboards using pivot tables and VLOOKUP, with data from Excel sheets.
• Engaged in training and feedback sessions to enhance service operation knowledge.
• Informed management regarding service impact trends.
• Guided junior team members to enhance customer satisfaction.
• Handled customer inquiries efficiently via live chat.
• Recorded all relevant customer information with accurate timestamps for future use.

Tools and Technology: BT Net, Resolve, DigiCare Chat, MS Excel, MS Powerpoint, MS Word, Webmail, Lync