Vishesh Rana

CURRICULUM VITAE VISHESH RANA Mobile: - Email:-Professional Summary Currently working as Associate Process Consultant and having almost 9 years of experience of handling Benefits Administration in Health & welfare Group Benefits Domain. Associated with Conduent India since August 2011 and handling a team of 14 people. Manage and assign daily inventory including ad hoc work assignments to the team. Taking care of the leave management part and manage client deliverables accordingly. Go over on calls to discuss the ongoing work and issues and give a brief to the team on what is discussed to handle an update or situation. Support Service Delivery Manager (SDM) in terms of providing data, routine/ad hoc deliverables, and also lead the client calls in his absence Handle Annual Enrollment project that includes designing a roadmap of how and when things should occur. Align team members on activities basis upon their skills and keep track of that. Design training plans for new hires and encourage the team to be cross-trained on all the deliverables so that any unforeseen challenges can be managed efficiently. Provide individual team member feedbacks to my leads for performance ratings with supporting data that can be used at the time of performance rating discussions. Exposure in managing a diverse range of operations including Health and group benefits. Exemplary skills in designing and planning training modules Customer-focused with proficiency in solving bill issues of customers and clients Ability to work in a multicultural environment and possessing problem-solving skills A good team player demonstrating strong leadership qualities Core Competencies from Overall Experience Operations Client: Baxter Currently managing daily end-to-end routine work and client deliverables. Managing health and welfare cases as per Client\participant request i.e. Coverage verification, HIPAA, COBRA, Direct billing, Medicare, Disability, Life Insurance, and queries of the client, vendor, and third parties. Vendor Management – Sending weekly eligibility files to the vendors to ensure the eligibility of the participants and make sure the records are in sync with the system Managing new process transitions along with providing process training to other team members and new hires. Attend weekly and monthly calls with the Client team (US onshore partners) for feedback, Process updates, and new transitions Maintain Daily, Weekly, and Monthly production reports of the entire team Vendor premium billing- Generating billing summary for carriers and making payment Handling vendor discrepancies and quarterly reconciliation between client and vendor system Transitioning Tier 1 & Tier 2 activities on new clients from US counterparts Handling various operational functions such as pre-shift team briefings, providing on-floor support, and escalations. Accountable for root cause analysis for issues/escalations – internal or external for assigned clients, suggest corrective actions and mitigate the future risks. Accountable for updating client BRDs and functional specifications wherever needed. Migrations / Transitions – Involved in transitioning a Day 1 client. Accountable for User acceptance testing, writing documentation based on plan provisions, and assign offshore work as per operational readiness Successfully transitioned 100% participant services work for Day 1 implementation. Meeting the client over the phone/Webex and discuss all open agenda items (participant and process facing) and share the plan of action for the same Vendor Liaison – As a Vendor liaison, responsible for the below activities Researching participant eligibility as per the plan rules, BRDs and functional specification, interpretation of plan rules and statutory regulations governing benefit plans Resolution of issues using the Vendor manager and other databases Resolve and respond to all HW Participant and Client inquires that cannot be resolved through the assistance of a CSR Accountable for achieving a 99% accuracy rate for all transactions and must meet both internal and client contractual Service Level Agreements (SLAs) in responding to escalated issues Respond to Client and or Participants via verbal or written communication to obtain additional information, to resolve an issue, or as follow-up or closure Interact daily with the HW Team, Client HR Personnel, and Client Service Providers (Vendors), as well as other areas within the Call Center Adhere to the issue resolution turnaround times as agreed upon between the Client and Conduent Manage special projects as needed for assigned clients Process Improvements - Suggested multiple improvements due to incorrect implementation. Implemented trackers to maintain the service requests log, to make sure all the SRs handled and responded without any miss, and should meet the client’s service level agreement. Keeping a track of daily process allocation to make sure all the cases are handled without leaving them unprocessed. Client Relationship Management Accountable for high-quality services and optimum utilization of resources Responsible for streamlining the process of health and group benefits Direct interaction with client’s and vendors An integral part of ongoing escalation calls and quarterly client calls Traini Responsible for identifying, planning, and organizing training for smooth flow of operations Conducting training to enhance the process knowledge Taking sessions for the new hires and the ongoing team Responsible for evaluation and subsequently preparing customized development program Delivering training specified by clients Health and Welfare Domain session for new hires Recognition Eagle Award/Feather in the cap award for exemplary performance for client transition Part of Eagle Squad award – Team award Appreciations from Client / Vendors / onshore counterparts Organizational History Conduent, Noida Aug’11 – Presrent Associate Process Consultant Aon Hewitt, Noida Sep’09 – Aug ‘11 Process Advance Qualifications Course Institute Year B Com Delhi University- CBSE- Training Attended Personal Effectiveness US Culture Health & Group benefits Business writing skills and email etiquette Date: Place:VISHESH RANA