Pawan B
Bangalore
Summary
Process Consultant / Senior Customer Service Associate with experience in healthcare support, customer service, and insurance processes. Dedicated and customer-focused professional skilled in handling inbound and outbound calls, resolving customer concerns, managing escalations, and assisting healthcare providers with authorization and eligibility information. Strong communication, problem-solving, and multitasking abilities with proven experience working in fast-paced environments while delivering high levels of customer satisfaction.
Overview
3
3
years of professional experience
Work History
senior Process consultant pcc
Sagility
05.2025 - Current
- Working in the healthcare domain from the payer side supporting Cigna plans.
- Assisting healthcare providers with authorization requirements and eligibility verification.
- Processing prior authorization requests accurately and efficiently.
- Proficient in using ICMS and other healthcare/insurance tools
- Providing benefit-related information and resolving provider queries.
- Maintaining accurate documentation and compliance with healthcare processes.
- Managing escalations and ensuring providers satisfaction.
- Worked as a back-floor walker, providing real-time guidance and support to team members during operations.
- Involved in reviewing and checking appeals cases, ensuring proper documentation, accuracy, and compliance with guidelines.
Sales customer service executive
First source
01.2025 - 05.2025
- Handled customer inquiries related to billing, subscriptions, and product services.
- Resolved customer complaints regarding refunds, renewals, and service issues.
- Promoted products and services through effective communication and upselling techniques.
- Maintained customer records and updated account information accurately.
- Delivered excellent customer service while achieving performance targets.
- Added value to customer purchases by upselling additional products and services.
- Identified opportunities to upsell and cross-sell products, contributing to sales targets.
Customer Service Associate
Concentrix
11.2023 - 01.2025
- Assisted customers and patients with healthcare-related support and appointment scheduling.
- Remained calm under pressure to handle customer complaints and solve problems.
- Managed high volume of customer enquiries via telephone, email, and live chat, providing prompt and courteous responses.
- Managed inbound and outbound calls while maintaining service quality standards.
- Organized and maintained medical records with accuracy.
- Handled escalations and resolved customer concerns efficiently.
- Guided customers regarding healthcare access, personal care, and service-related issues.
- Prepared reports and maintained proper documentation.
Education
Pre-University Course - Commerce
Cathedral composite pu college
Bangalore01-2019
Certificate of Higher Education -
BM English school
BangaloreSkills
- Process improvement
- Healthcare operations
- Compliance adherence
- Quality assurance strategies
- Communication Skills
- Problem Solving
- Escalation Handling
- Complaint Resolution
- Active Listening
- Team Collaboration
- Time Management
- Professional Communication
- Customer Relationship Management
- Sales Support
Languages
English
Advanced
C1
Hindi
Upper Intermediate
B2
Tamil
Proficient
C2
kannada
Upper Intermediate
B2
Hobbies and interests
- Playing Football and Volleyball
- Team Activities and Collaboration
- Learning New Technologies
- Interaction & Communication
- Fitness and Outdoor Activities
Timeline
senior Process consultant pcc
Sagility
05.2025 - Current
Sales customer service executive
First source
01.2025 - 05.2025
Customer Service Associate
Concentrix
11.2023 - 01.2025
Pre-University Course - Commerce
Cathedral composite pu college
Certificate of Higher Education -
BM English school