Job Description

• Prioritizes work as required in order to effectively respond to client needs
• Demonstrates sound understanding of client plan provisions
• Ensures knowledge of client plan provisions and supporting documentation is current and updated
• Follows all predefined procedures, adheres to all the process guidelines and ensures that performance parameters are met and/ or exceeded against SLA targets
• Ensures on-time and accurate delivery of all tasks (audits) as per Service Level Agreements
• First level quality check, proper documentation and report-out
• Timely resolution and closure of Issues assigned and Maestro tasks
• Acquire and transfer knowledge from onshore / client (as and when required
• Seeks and accepts feedback from coaches & mentors to enhance knowledge and capabilities
• Work with other supporting groups to enhance procedures and eliminate wastage.
• Provide inputs to Process lead/Team manager and build relationship with onshore teams through effective communication as relevant
• Responds promptly, thoughtfully, and effectively to changing work environments, priorities, and situations, handles multiple tasks
• Identifies system defects during course of audits and informs client teams to create system issue for the technology team to work on
• Ensures accurate billing via TRBS
• Recommends changes in documentation whenever there is a change in the process and seeks sign-off from  team
• Stays current with client plan provisions and seeks opportunities to enhance understanding through Training and taking initiatives 
   Identifies process improvements to inculcate a culture of continuous improvement by gathering data, suggesting alternatives, and knowing when and how to ask for help
• Ability to properly research, identify, and document issues/escalations
• Transparent, collaborative team player
• Conducts all business with integrity and upholds behaviors that support New Co Policies and guidelines (e.g., Code of Conduct, Data Privacy)

Health and Welfare (HW)