Divya Bhatt Email and Phone Number

• Update Excel doc with information that gets updated during call with insurance/Prior Auth.• Verify billing codes in icd-10, BMS Oncology and NCCN Websites for drug approval.• Created cases in Salesforce/Fusion from all information that was gathered.• Training sessions to help other employee to get credentialed to be to do the job of BVS.

• Troubleshoot /solve/escalate monitoring tickets (ServiceNow)for SAP Team.• Participate in patching cycles for SAP Customers (Microsoft and Linux).• Complete monthly Vertex updates for various customers (including downloading updates from Vertex site).• Create the initial review of EWA reports for customers and sending to customer TLO.• Complete tasks for pre-work in SAP client copies, kernel upgrade and system copies.• Shadow/complete tasks for SAP client copies, system copies, kernel upgrade and service pack upgrade.• Audit change tickets for compliance to QMS procedures.• Participated in monthly meetings with customer to discuss issues regarding their systems.• Create monitoring ids in HANA studio/ Sybase and Maxdb for Zenoss.• Troubleshoot monitoring issues in Zenoss and SYMON check (ServiceNow) issues for team.• Adjusted tablespace and datafile issues in Linux and Windows.• Update/maintain customer/tlo information, ewa reports/reviews, change ticket information within Kacey (Sharepoint).• Create Change ticket in ServiceNow for updates necessary in production systems.• Create patching notifications for customer contacts and engineers for weekly patching windows. • PROJECT – participated in Junior Auditor activities to assist in getting company initial QMS 27001 2013 certification (review tickets, verify records, verify documentation is complete for procedures, perform open and closing meeting for audit of documentation)

• Handled troubleshooting for monitoring tickets in ServiceNow for SAP Teams.• Participated in weekend patching for customers with Microsoft Systems.• Participated in creating the initial review of EWA reports for customers and sending to customer tlo.• Assisted in implementing the EWA schedule for reports through requests in our ticketing system.• Completed monthly Vertex updates for various customers (including downloading updates from Vertex site).• Assisted in monitoring Tasks for Tidal Enterprise software.• Handled creating new ids, adjustment of roles, id deletes (Security) for SAP customer.• Participated in yearly review of SAP documentation and updating as necessary.• Shadowed/completed tasks for pre-work in SAP client copies and system copies.• Trained new analysts.• Completed transports for customers.

• Participated in data gathering and created procedures regarding handing monitoring alerts for the SAP Analyst team and implemented into ServiceNow KnowledgeBase.• Created documentation regarding standard procedures for QMS Team.• Participated in data gathering and wrote/ reviewed procedures from training sessions (Microsoft) and created new procedures in wiki and Service Now software

• Handled calls from various users (mostly IAC) created tickets and directed to appropriate resources to handle issues.• Trained employees on call handling, investigation, documentation, quality for customers (IAC, FDOC, TDAF)• Participated in data gathering and wrote/ reviewed procedures from training sessions (Microsoft) and created new procedures in wiki and Service Now software• Investigated, provided feedback to IAC and to our agents regarding handling issues within incorrectly assigned tickets also updating our procedures with updated documentation to assist the agents. • Completed CREQS for the IAC customer.

• Handled phone duties (make appointment, take questions) checked patients in/out, verified/updated insurance and entered billing information into SDMS.• Used MISYS to get updated patient information, maintained patient medical records and filing procedures.

• Reformat/restructure Benefits Administration/Cardinal Health documentation using Microsoft Word 2003 and Front Page 2003.• Wrote, rewrote, and proofread procedures for the agents.• Completed feedback forms (changes to ServiceWare/EKMS database) ensuring accurate information is available for agents. • Participated in meetings regarding ServiceWare issues, to give an author’s perspective of everyday issues with ServiceWare.• Participated in meetings with customer service representatives to handle conversion to ServiceWare.

• Reformat/restructure Benefits Administration/Cardinal Health documentation using Microsoft Word 2003 and Front Page 2003.• Perform Quality Assurance tasks on webs (check accuracy of formatting and structure).• Participate in meetings to rewrite/determine procedures for Agent use as well as Knowledge Author daily tasks.• Wrote, rewrote, and proofread procedures for the agents.• Completed feedback forms (changes to ServiceWare/EKMS database) ensuring accurate information is available for agents.