Franklin Francis

Dedicated and detail-oriented professional with nearly 4 years of experience in the US Healthcare Revenue Cycle Management (RCM) domain and a strong background in global customer service. Proven track record at GeBBS Healthcare Solutions in denial management, claim analysis, and insurance follow-up. Combined with recent experience supporting North American and European markets at Amazon, demonstrating excellent communication skills, adaptability, and problem-solving abilities.

VCS Associate (Fixed-Term Contract) - Amazon - Remote

(2025-12 - 2026-06)

• Provided comprehensive virtual customer support for international markets during a 6-month contract role.
• Handled inbound customer contacts and resolved complex queries for the North American region over a 3-month period.
• Successfully transitioned to supporting the European customer base for the remaining 3 months, adapting quickly to different regional guidelines and service expectations.
• Delivered high-quality resolutions and maintained strong customer satisfaction metrics in a fast-paced remote environment.

Sr. AR Associate - GeBBS Healthcare Solutions Private Limited - Navi Mumbai

(2021-09 - 2025-07)

• Managed the end-to-end Accounts Receivable (AR) cycle for US-based healthcare providers.
• Analyzed denied claims and initiated corrective actions, including appeals and redeterminations, to secure payment.
• Followed up with insurance carriers via web portals and IVR to check claim status and resolve outstanding balances.
• Worked on reducing Days Sales Outstanding (DSO) by targeting aging buckets (90+ days).
• Maintained strict adherence to HIPAA guidelines regarding patient confidentiality.

Customer Care Executive - Kankei Relationship Marketing Services Pvt. Ltd. - Mumbai

(2019-11 - 2021-01)

• Handled inbound and outbound calls, addressing customer inquiries and resolving complaints promptly.
• Maintained a high level of professionalism and empathy to ensure customer satisfaction.
• Documented call details and feedback accurately in the CRM database.
• Collaborated with team members to improve service delivery standards.

Bachelor of Arts (B.A.) - English - Amity University, Maharashtra (2017 - 2020)

Higher Secondary Certificate (HSC) - Commerce - Wilson College, Mumbai (2015 - 2017)

Secondary School Certificate (SSC) - Our Lady of Nazareth High School (2014 - 2015)