Divya Sablok

Workflow Optimization: Identify and eliminate inefficiencies in current workflows, particularly those that impact service delivery, cost, or resource utilization. Implement best practices for process optimization, ensuring the alignment of team schedules, forecasting accuracy, and real-time resource allocation. Data Management and Reporting: Work with data models and reports that support effective decision-making in workforce management. Managing reports to track workforce metrics, including service level adherence, agent productivity, and other key performance indicators (KPIs)

Service Level Monitoring: Tracked and analyzed Service Level (SL) issues across all queues/skills for global operations. Impact Reporting: Prepared weekly reports highlighting Service Level impacts and performance trends. Client Reporting: Compiled and presented daily, weekly, monthly, and quarterly process summary reports and presentations for clients. Team Oversight: Managed daily team activities, ensuring operational efficiency and resolving real-time issues.

Real-Time Management (RTM): Monitor queues, break adherence, and schedule adherence in real-time. Call Flow Management: Manage call flow to ensure efficient handling of incoming calls. Reporting: Generate hourly and half-hourly reports to track and reduce Average Handle Time (AHT). RTM Tools: Utilize CUIC and WebView for real-time call flow monitoring to maintain AHT targets. Schedule Monitoring: Oversee real-time adherence to schedules and implement necessary changes to optimize performance.

Claims Handling: Process and review incoming medical claims for accuracy and compliance. Customer Service: Provide high-level support to stakeholders, addressing inquiries and issues promptly. Investigation and Research: Conduct detailed investigations to verify claim information. Review and Negotiation: Interpret policy terms and negotiate settlements when necessary.