Experience

UHealthSolutions

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Contact Center Supervisor - T1 Business Portfolio

  • Oct 2021 - Present

  Under the general direction of the Contact Center Manager and Associate Director of Operations the Contact Center Supervisor is responsible for providing oversight of day-to-day operational activities as well as training for agents on client specific content and UHS content. The monitors and coordinates work efforts across all programs to ensure that client and corporate service level metrics are being attained throughout the Contact Center. The Contact Center Supervisor is the primary resource for all Member Services Representatives and must handle escalated employment issues, customer calls and client calls as necessary. Supervisor is responsible for direct performance oversight of a team of 15-20 MSRs; however Supervisors share in the responsibility for delivering quality service throughout the Contact Center in addition to direct reports. The Supervisors serve as a constant role model of behavior for the MSRs and must maintain professionalism, positivity, collaboration and a high level of quality.Contact Center Supervisors are required to work a variable schedule, which spans all hours of operation within the Contact Center. In order to maintain coverage and provide training for all programs that UHealthSolutions operates, the Contact Center Supervisor must gain and maintain a sufficient level of knowledge and understanding of multiple programs across the company.

• Training Specialist - Tier 1 Business Portfolio

  • Sep 2019 - Present

  Under the general direction of Operations Management and the UHealthSolutions Associate Director of Human Resources the Training Specialist is responsible for delivering new/ existing training materials to UHS Employees and at times Clients. Trainings may be delivered individually or as a group session virtually until further notice. The Training Specialist will also monitor, provide reporting and metrics on each trainee and training class. They will also identify and lead training initiatives that result in measurable improvements in the training quality and readiness of agents for implementation in the production system. This position requires advanced responsibility and leadership qualities to model and influence the behavior of the Contact Center staff, as well as partner with various business units to participate in training planning discussions with Operations, Human Resources, Quality Assurance, Information Technology and at times clients. The Training Specialist may be called upon to be the Lead Trainer during new hire training, employee cross-training and for the implementation of new business. Partner with existing clients in the planning and creation of new or modified program processes for MSRs.Partner with the QA Team regularly analyze quality and training metrics to identify targeted areas for quality improvement initiatives and drive the process to produce desired results. Provide individual coaching to staff as required. Maintain effective verbal and written communication between various levels of staff and management. Attend and participate in meetings and training as directedMaintain the confidentiality of all business documents and correspondence according to HIPAA, corporate, and program guidelines. Comply with established departmental policies, procedures, and objectives. Comply with all health and safety regulations and requirements of both UHealth Solutions and UMass Chan Medical School

• T1 CS Team Leader

  • Jun 2019 - Sep 2021

• APS Intake Worker

  • Jun 2018 - Jun 2019



Volvo Cars

• Sweden
• Motor Vehicle Manufacturing
• 700 & Above Employee

• Product Specialist

  • Sep 2016 - Jun 2018



Byram Healthcare

• United States
• Hospitals and Health Care
• 500 - 600 Employee

• Homecare Program Manager

  • 2008 - Dec 2015

  Oversight of home health book of business for national medical supply provider. Work closely with sales and operations to maintain current business as well grow new business. Actively support sales with current customer base as well as presenting and closing with new customers. Responsibilites include business development, sales training, marketing, RFP proposals and analytics.

• Customer Service Manager

  • 2006 - 2008

• Agency Support Specialist

  • Mar 2002 - May 2006

  Sales suport role for Home Health Agency business segment

• Customer Service Representative

  • Sep 1999 - Apr 2002