Operations Manager

• Jul 2018 - Present

Training Manager

• Dec 2013 - Present

Healthcare/ Customer Service Professional

• Jan 1997 - Present

To provide and promote exceptional customer service through direct contact with customers, coaching and mentoring staff, and/or providing training for Customer Service staff. Customer Service Training

Quality Assurance Coordinator II

• Apr 2007 - Dec 2013

Train Customer Relations staff on insurance plan benefits, eligibility, and claims. Monitor and evaluate staff performance for quality assurance.

Quality Assurance Coordinator II

• Jul 2004 - Sep 2005

Train call center representatives to answer medical insurance eligibility, benefit, and claim inquiries.Provide on-the-job training for new employees.Assist with walk-in customers and phone inquiries to ensure department performance goals are met.Evaluate accuracy, timeliness, and performance of call center representatives.Collaborate with management to identify employee training needs and implement training plan.Customer Service Management

Senior Teleservice Representative

• Jan 1997 - Jul 1999

Answer patient eligibility, benefit, and claim inquiries from medical providers.Identify, research, and resolve provider issues using multiple computer applications.Recommend process improvements.Received Certificate of Completion for Medical Terminology course.Achieved AAPC Certification as a Certified Professional Coder.

Supervisor

• Oct 2005 - Mar 2007

Manage customer service call center staff. Ensure call center meets performance goals by monitoring employee performance and implementing employee development plans. Assist representatives in case management of complex and escalated cases. Manage customer service call center staff. Ensure call center meets performance goals by monitoring employee performance and implementing employee development plans. Assist representatives in case management of complex and escalated cases.

Customer Service Analyst

• Aug 1999 - Jun 2004

Senior Inquiry Analyst

• Jan 1997 - Jul 1999

Audit call center inquiries for accuracy and completeness.Present quarterly call center performance reports to department management and executives. Maintain open communication and positive working relationship with department management.Customer Service