Shahzad A.

Analyzed and adjudicated a high volume of healthcare insurance claims to ensure accuracy, compliance with regulations, and timely reimbursement across complex payer/provider ecosystems. Delivered comprehensive Revenue Cycle Management (RCM) support from claim submission through resolution to denial, which involved reducing claim rejection rates and accelerating cash flow for clients. Managed escalations with precision and empathy, consistently achieving above-target CSAT scores by resolving billing disputes and complex claim discrepancies. Utilized Power BI to track claim trends, identify bottlenecks, and present insights to leadership, enhancing team throughput by optimizing workflow queues. Collaborated with cross-functional teams including coding, billing, and IT to identify gaps and implement Standard Operating Procedures (SOPs) aimed at decreasing average handle time and enhancing first-contact resolution. Trained junior analysts on claims adjudication, compliance standards (HIPAA), and CRM best practices, contributing to overall team development. Maintained strict compliance with Service Level Agreements (SLA) across multiple client accounts while handling a high-volume ticket queue in a fast-paced shared services environment. Employed AI tools to automate repetitive claim review tasks, thus reducing manual workload and increasing efficiency.

Delivered Tier 1 and Tier 2 technical support for enterprise clients, effectively resolving hardware, software, and network issues through systematic remote diagnostics and structured troubleshooting. Managed customer interactions using Zendesk and Salesforce, ensuring that all support tickets were documented, prioritized, and resolved within the established SLA windows. Achieved high first-contact resolution rates by providing clear, step-by-step guidance tailored to various customer skill levels. Handled conflict resolution scenarios proficiently, maintaining professionalism under pressure and preserving client relationships. Collaborated with backend engineering and product teams to bring recurring issues to light, contributing to knowledge base improvements and fostering faster future resolutions.