Headline

Process Developer at Genpact

About

Insurance Operations Professional with specialising in Health Insurance Claims Processin Claims Adjudication, Operations Management, Customer Service, and Employee Training. Currently working as a Process Developer, specializing in end-to-end health insurance claims administration, including claim intake, eligibility verification, documentation review, policy interpretation, compliance validation, and claims resolution. Proven track record of processing high-volume claims while maintaining 98% accuracy and 99% SLA adherence. Experienced in handling life, accident, sickness, wellness, cancer, and disability claims, ensuring compliance with organizational and regulatory standards. Strong background in training and people development, with experience onboarding, mentoring, and coaching 30+ employees across multiple batches. Skilled in stakeholder management, process improvement, quality assurance, workflow management, and cross-functional collaboration to drive operational efficiency and customer satisfaction. Recognized through multiple Rewards & Recognition (R&R) awards for delivering consistent quality, operational excellence, and client-focused results. Passionate about continuous learning, problem-solving, and contributing to high-performing teams in insurance and business operations. Core Competencies: Health Insurance Claims • Claims Adjudication • Insurance Operations • Benefits Verification • Compliance Management • Process Improvement • Quality Assurance • Stakeholder Management • Training & Development • Operational Excellence • Customer Service • Reporting & Analytics • Microsoft Excel

Location

Delhi

Work experience

Process Developer at GENPACT, Jan 2024 - Present · 2 yrs 6 mos, Noida, Uttar Pradesh, India, Process end-to-end health insurance claims across life, accident, sickness, wellness, cancer, and disability categories. • Review claim documentation, validate information, and ensure compliance with policy guidelines and organizational standards. • Manage new claim creation and existing claim cases while maintaining accuracy and productivity targets. • Coordinate workflow allocation and support team operations to ensure timely claim processing. • Maintain claim records and financial data to support reporting, audits, and compliance requirements. • Collaborate with onshore stakeholders to resolve claim-related queries and ensure timely case resolution. • Handle high-volume workloads while consistently meeting service level agreements (SLAs). • Train and mentor new team members on process requirements, quality standards, and operational procedures. • Contribute to process efficiency through knowledge sharing and continuous improvement initiatives.

Process Trainer at Teleperformance, Nov 2021 - Jan 2024 · 2 yrs 3 mos, Gurugram, Haryana, India, Designed and delivered training programs for new hires and existing employees. • Conducted onboarding sessions and knowledge transfer activities to ensure process readiness. • Identified skill gaps and implemented targeted training interventions to improve employee performance. • Monitored trainee progress through assessments, evaluations, and coaching sessions. • Developed and maintained training materials, process documents, and knowledge resources. • Collaborated with operations teams to align training programs with business requirements and process updates. • Conducted quality reviews and calibration sessions to maintain consistency in service delivery. Supported performance improvement initiatives through coaching and continuous learning programs.

Customer Delight at Macrobiotics Herbals Pvt. Ltd., 2019 - 2020 · 1 yr, New Delhi, Delhi, India, Managed customer interactions through chat support, ensuring high levels of customer satisfaction. Assisted customers with product recommendations and order-related inquiries. • • • • Processed customer orders and maintained accurate transaction records within Shopify. Coordinated order fulfillment activities to ensure timely and accurate delivery. Trained and onboarded new employees on customer service processes and operational procedures. • Managed billing, invoicing, and petty cash records. • Generated monthly sales and operational reports for management review. • Supported day-to-day business operations and team coordination activities.

Education

Master of Arts - MA, Economics, Indira Gandhi National Open University

Bachelor of Commerce - BCom, Bachelor's of commerce, Delhi University