Subasni Munusamy

* Client Communication: Acted as the main point of contact for healthcare providers, patients, and clinics, ensuring prompt and accurate communication of test results, procedures, and lab services.

* Patient Records Management: Managed patient records and coordinated the flow of patient information within the pathology lab, ensuring accurate documentation and smooth processes.

* Pathology Test Coordination: Collaborated with hospitals and clinics to coordinate pathology tests, ensuring that all required forms were completed and results were followed up promptly.

* Technical Support: Provided front-line support for technical issues related to lab equipment, diagnostic systems, and software, minimizing disruptions to laboratory operations.

* Billing and Insurance Support: Assisted customers with invoices, billing inquiries, insurance verification, tax exemption (ATO) and charge explanations, ensuring accurate billing practices and quick resolution of discrepancies.

* Service Relationship Management: Maintained strong relationships with healthcare providers, ensuring seamless communication and reliable service delivery to enhance client satisfaction.

* Customer Compliance Management: Ensured adherence to compliance standards, generated weekly reports for licenses, inductions, certificates, and conducted DPS reports for national security purposes.

* Branch Compliance Coordination: Maintained up-to-date employee profiles, conducted VIVO checks, and communicated with candidates to verify passwords, ensuring accurate payroll processing.

* Managed Services Facilitation: Collaborated with Account Managers to review job requisitions, coordinated candidate placement, and provided training on MSP processes for new members.

* Efficient Payroll Processing: Managed payroll requests, ensuring approvals were obtained before processing, and coordinated submissions during weekends for timely pay runs.

* Reference Check Execution: Conducted reference checks for candidates, liaised with referees, updated profiles, and supported ad-hoc projects to expedite of daily reference check processes.

* Onboarding : Plan and coordinate the logistics of new employee onboarding, including scheduling, prepare letters and material. Assisting new hires with the completion of the necessary paperwork, including employee forms, benefits enrolment, and IT setup. Ensuring completion of paperwork and following all legal and administrative compliance when onboarding candidates.

* HR Request Resolution: Analyzed and resolved complex HR requests and issues from stakeholders, HRBPs, and employees, collaborating with internal and external counterparts to ensure effective solutions.

* Comprehensive HR Issue Management: Addressed payroll, system, leave accumulation, taxation, legal, pay, claim expenses, schedule, retirement, retrenchment, and other HR-related issues for employees.

* Primary Contact for HR Inquiries: Acted as the first point of contact for employees, line-leaders, and managers, providing advice and guidance on policies, compensation, benefits, and job grades.

* Collaborative HR Solutions: Worked collaboratively with other HR teams, departments, and vendors to provide the best resolutions and enhance the overall customer experience.

* Managed end-to-end employee documentation throughout the employee lifecycle, including onboarding, internal transfers, promotions, leave management, and exit formalities, while ensuring compliance with legal requirements and alignment with company policies.

* Handle customer billing inquiries, complaints and payment extension/ service request.

* Make requested policy and account changes.

* Consult with customers to evaluate their needs and determine best options.

* Counsel customers on option for service and coverage.

* Provide clear and all comprehensive checklist for documentation requirements.

Retro claim team

* Deal directly with customers either by telephone or emails pertaining to their flight claims.

* Respond promptly to customer inquiries.

* Submit claim for members.

* Handle and resolve customer complaints.

* Obtain and evaluate all relevant information to handle product and service inquiries.

* Set up account for new members.

* Manage members' accounts.

* Keep records of customer interactions and transactions.

* Communicate and coordinate with internal departments.

* Make new flight reservation for members using their points

Outbound team

*Callback member to advice on their cases and provide resolution.

* Educates members on product offerings and services.

* Follows up with customer via telephone or email.

* Update the outbound calls track everyday.

* Close the cases within SLA

* Provide helpdesk support to customers having hardware, software and network issues.

* Maintain up-to-date knowledge of all company products, service procedures and offerings to properly assist customers.

* Handled 150+ daily inbound calls while providing superior customer service to customers as it pertains to account support, billing and technical support.

* Escalated issues to the proper help desk associate when necessary and followed upon any escalated issues, all within a timely manner.