STEFANIE R.OSEÑA

Ensure that the team consistently reaches/exceeds team SLAs and KPIs. Acts as the primary POC and expert in the Disputes and Adjustment processes to serve as the escalation point for customers. Directly working with the client (GPM) and D&A analysts to ensure that best practices, policies, procedures, and process updates are cascaded and implemented within the D&A tower.

Functions as a liaison between customers and internal teams, mainly centered on providing resolution of disputes and regeneration of invoices.

• Addresses disputes raised by the Collections and Sales team, ensures seamless coordination and consultation, internal and external client-facing.
• Files billing modification requests based on the requirements of the submitter, aligning and remaining compliant with the product and business policies.
• Ensures timely and accurate responses, with ownership of the customers' issues. Places emphasis on excellent customer satisfaction and attention to detail.
• Enabled and skilled as an expert on processes and services offered by the client, supporting multiple products in resolving disputes globally.

Performed data entry and research via various systems and tracking tools. Applied knowledge of processes and related systems to assist in identifying, assessing, and resolving issues/problems. Assessed and resolved non-standard and standard issues or problems.

• Drafted booklets and contracts to clients of a United States Healthcare company in accordance with the client's preference and the specific mandates of their state.
• Ensured attention to details and adherence to company policy. Create reports, documenting errors and issues fixing.
• Conducting regular quality checks and audits to identify and address data discrepancies.