Ritika Jaswal
Cote St Luc,Canada
Summary
To work with an organization where I can work with my highest potential & get opportunity for applying innovative ideas; to make significant contributions towards mutual growth.
Medical professional with solid background in healthcare administration and patient interaction. Proven ability to efficiently manage patient records, schedule appointments, and handle insurance claims. Known for collaborative teamwork and adaptability to meet evolving office needs. Skills include managing electronic health records and patient communication.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Technical Advisor
SHERWEB
06.2023 - Current
- Company Overview: (MICROSOFT-CANADA)
- Assist and provide technical support by phone, email or chat
- Act as the first point of contact for customers, addressing inquiries, resolving issues, and providing exceptional service to ensure customer satisfaction and loyalty
- Coordinate and schedule follow ups.
- Analyze and resolve technical issues related to our Microsoft products and services, notably Office 365
- Lead customers through service configurations
- Expert in using outlook.
- Process the data entry of information of daily task and assignments
- Proactively and comprehensively document customer issues in ticketing system
- Carry out a variety of related tasks for the job’s evolution and departmental needs
- (MICROSOFT-CANADA)
Customer Service Representative
IO SOLUTIONS
01.2022 - 06.2023
- Company Overview: (ROGERS-CANADA)
- Provide exceptional technical support over email or chat
- Concluded interactions with customers, providing tooling/product advice to grow business efficiency through Products
- Upselling products and services to existing customers
- Analyze and resolve technical issues related to various telecom products and services
- Solved customer technical issues within SLA/time commitments through consistent use of the capabilities (e.g., first call response, swarming, timely communications, case documentation, etc
- Handling all other related tasks per the job’s evolution and departmental needs
- Through interactions with customers provide tooling/product advice to grow services efficiency through Mastero/V21/Oneview
- Deliver and follow up on problem resolutions and customer satisfaction
- Answer incoming communications from customers about telecommunication products requests
- Lead customers through service configurations and OneSource
- Deliver and follow up on problem resolutions and customer satisfaction
- Proactively and comprehensively document customer issues in ticketing systems
- Knowledge of Microsoft Word, Excel, PowerPoint, and other Office Programs
- Reach and attain sales objectives tailored to each client's needs to ensure that they are satisfied
- Provide exceptional customers and technical support by phone or email or chat
- (ROGERS-CANADA)
Quality Process Executive
SNYDER TECHNOLOGIES
04.2021 - 10.2022
- Company Overview: ICON PLC
- Review Hospital summary and medical information and documents.
- Monitor and track progress of filing workload to ensure an efficient workflow
- Work directly with internal and external clients to request additional information or explanations
- We use the EMR system for medical documents
- Proactively document customer issues in ticketing systems
- Document lifecycle management, formatting, complete manual processing, document SME support, document release management, process supporting documents and facilitating obsolete documents and document interaction
- Perform Sorting, scanning and review the medical records and scans
- General administration like QA standard activities and general admin work
- Customer service which consists of general enquiry and Business Support like tool Configuration, vendor management, Inspection preparation and follow-ups
- Updating of SOP with help from clinical researchers
- ICON PLC
Pharmacovigilance Associate
Indian Pharmacopoeia Commission
07.2019 - 09.2020
- Company Overview: (UPC-Sweden)
- Responsible for Review and triaging of Adverse drug reaction information from source documents.
- Provide awareness about drug reaction to patients.
- Schedule existing patients who have not been in for a time
- We review Patient records and hospital summary
- Hospital summary and medical information documents
- Regular follow-ups with the reporter and performing follow-up with HCP and consumers
- ADR form information was entered in Vigiflow
- The Causality assessment team confirms the causality and then information was delegated to IPC for quality assessment of data
- Provide training/seminar to HCP, Nurse and patients on ADR reporting
- Document all relevant clinical information in compliance with protocol
- Assist with maintaining the Quality of ICSR reporting
- (UPC-Sweden)
Senior Drug Safety Associate
Wipro
06.2015 - 03.2018
- Company Overview: PFIZER
- Responsible to revising and updating the SOP's/WIs and all related trainings
- Handling of Triage/expeditable ADR reporting within the timeline by the internal and external clients
- Perform quality check on adverse event reports as per the guidelines
- Answering queries raised by clients, Primary and medical review for clarification, if required
- Review and perform literature and clinical reports for safety information
- Follow up activity of HCP/ Non-HCP letter, other company letter
- Case closure activity and routing cases to next workflow, as appropriate
- Support and contribute to the implementation and improvements on CAPA plans
- Providing real-time floor support for day-to-day activities
- Follow the FDA/international regulations, CIOMS, MedWatch reports
- Responsible for the training for new PV associates and give them on floor help
- Maintain the agreements within the track-wise data
- PFIZER
Medical Record Summarization for Medical Insurance (Process Associate)
GENPACT
07.2014 - 04.2015
- Filter and categorize medical records based on presence or absence of per-defined criteria within the records
- Data entry into program specific databases
- Sorting and filing of incoming
- Summarizing, Review and sorting of hospital records and drug history of patients
- Co-relation between diseases, sign and symptoms, investigations, drugs, procedure etc
- Collect, scan and document all pertinent clinical information in compliance with SOP/protocol
Medical Record Summarization for Medical Insurance (Process Associate)
INODATA-ISOGEN LTD.
04.2013 - 07.2014
- Filter and categorize medical records based on presence or absence of per-defined criteria within the records
- Data entry into program specific databases
- Summarizing, Sorting and filing of incoming Hospital summary and medical information documents
- Review and sorting of hospital records and drug history of patients
- Co-relation between diseases, sign and symptoms, investigations, drugs, procedure etc
- Collect, scan and document all pertinent clinical information in compliance with SOP/protocol
- Provide approval for insurance claim based on medical records
- Maintain the medical records of claims
Quality Assurance (Officer)
DAFFOHILS LABORATORIES PVT. LTD.
08.2012 - 02.2013
- Working with operating staff to establish procedures, standards, systems, and procedures
- Specifying quality requirements of raw materials with suppliers
- Investigating and setting standards for quality and health and safety
- Supervising technical or laboratory staff
- Ensure that appropriate manufacturing in-process controls are implemented
- Approve or reject drug products manufactured, processed, packed, or held under contract by another company, i.e., final product release is not delegated to a contractor
Education
M.Pharma -
Uttarakhand Technical University
01.2012
B. Pharma -
Uttarakhand Technical University
01.2010
Skills
- Customer service
- Data entry
- Office administration
- Time management
- Administrative support
- Computer skills
- Microsoft Outlook
- Patient care and confidentiality
- HIPAA compliance
- Patient demographics
Certification
Registered Pharmacist, 1948, Pharmacy Act
Disclaimer
I declare that the entries made in the columns of this proforma are correct and true to the best of my knowledge and nothing has been either concealed or misrepresented by me.
Languages
English
Native or Bilingual
Timeline
Technical Advisor
SHERWEB
06.2023 - Current
Customer Service Representative
IO SOLUTIONS
01.2022 - 06.2023
Quality Process Executive
SNYDER TECHNOLOGIES
04.2021 - 10.2022
Pharmacovigilance Associate
Indian Pharmacopoeia Commission
07.2019 - 09.2020
Senior Drug Safety Associate
Wipro
06.2015 - 03.2018
Medical Record Summarization for Medical Insurance (Process Associate)
GENPACT
07.2014 - 04.2015
Medical Record Summarization for Medical Insurance (Process Associate)
INODATA-ISOGEN LTD.
04.2013 - 07.2014
Quality Assurance (Officer)
DAFFOHILS LABORATORIES PVT. LTD.
08.2012 - 02.2013
B. Pharma -
Uttarakhand Technical University
M.Pharma -
Uttarakhand Technical University
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