Reyhaneh Saadati Jadidi

• Assess dental claims and predeterminations as per current process notes, using documents and plan specifics to ensure a knowledge-based decision.
• Assist other colleagues on complex claims and predeterminations.
• Meet and exceed production and quality standards.
• Email correspondence, as needed, with other departments.
• Participate in team-building activities.
• Selected to participate in Continuous Improvement (CI) initiatives, known as the Team Harmony initiative. Worked closely with the OPs H&D Best Practices team to develop and implement improvement initiatives.
• Contributed to the first round of the CD/CP CI initiative, helping streamline and tailor processes to improve efficiency and ease of use for colleagues, and team members.
  
• Successfully supported the implementation of CI initiatives that enhanced operational efficiency and colleague experience.

• Served as Acting Team Leader for a dental specialist contractor team, providing day-to-day leadership and operational support.
• Designed and delivered a structured onboarding plan for new hires, including training and expectations setting.
• Supported the end-to-end onboarding journey, from initial training through release to production.
• Monitored team members’ efficiency, productivity, and quality, providing real-time coaching and feedback to support performance targets.
• Conducted regular one-on-one meetings to review performance, address development needs, and provide ongoing support.
• Led weekly team huddles, answered questions, clarified processes, and reinforced priorities.
• Acted as the first point of contact for questions, concerns, and escalations, supporting both technical and non-technical needs.
• Supported team members with attendance management, including sick days, personal days, and family emergencies.
• Maintained a supportive and inclusive environment by addressing personal concerns with professionalism, empathy, and confidentiality.
• Demonstrated strong people leadership, accountability, and decision-making while balancing business needs and employee well-being.

• Supported Client Care Representatives (CCRs) to achieve service, quality, and First Call Resolution objectives through real-time guidance and coaching.
• Provided behavioral coaching aligned with performance metrics, enhancing client experience, and operational efficiency.
• Analyzed performance trends and metrics to proactively identify coaching opportunities and knowledge gaps.
• Mentored CCRs to strengthen technical knowledge, confidence, and problem-solving capabilities.
• Collaborated closely with leadership to communicate initiatives, expectations, and process changes.
• Actively participated in Continuous Improvement (Brighter Way CI) initiatives to enhance systems and workflows.

• Managed escalated and complex client cases, requiring in-depth investigation and resolution.
• Supported CCRs in real time to improve First Call Resolution, and reduce repeat contacts.
• Owned cases end-to-end, ensuring timely resolution, and proactive communication with clients.
• Handled sensitive client interactions using a Client-for-Life approach.
• Identified trends, process gaps, and inconsistencies, and escalated insights through Continuous Improvement channels.
• Contributed to knowledge updates within Athena and Knowledge Management tools.
• Provided feedback to leaders to support targeted coaching and training initiatives.

• Delivered frontline service support across multiple product lines, including:

Medical

Dental

Gold Plans

Life

Disability

• Demonstrated strong communication, problem-solving, and multitasking skills in a high-volume environment.
• Built a solid foundation of technical knowledge and client advocacy within Sun Life operations.

• Oversaw daily dental office operations, including scheduling and staffing coordination.
• Supervised administrative staff while enhancing training and workflow efficiency.
• Managed payroll, billing, accounts receivable/payable, and insurance follow-ups.
• Maintained confidential patient and employee records with professionalism.
• Coordinated office transitions and system changes to improve operations.
• Acted as liaison between dentists, staff, and patients to ensure operational smoothness.

• Supported administrative and front-office operations in a fast-paced dental environment.
• Managed scheduling, patient records, and correspondence.
• Ensured compliance with office procedures and documentation standards.

• Delivered consistent customer service in a fast-paced, high-volume environment.
• Developed strong teamwork, time management, and communication skills.