Experience

UHealthSolutions

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

• Call Center Supervisor

  • Feb 2015 - Present

  -Responsible for the recruitment, supervisions, training and evaluation of multiple staff within varying roles and skill levels- Lead the process of making complex eligibility coverage determinations for a current membership of 44,000+ senior citizens and disabled individuals in the state of Massachusetts for the Executive Office of Elder Affairs - Accountable for area of specialists focused on member advocacy, special projects, and client based customized products - Participated in the successful development and testing of various systems, databases and reports - Direct client and vendor involvement to facilitate multifaceted projects and program initiatives - Assist with the development and execution of policies, procedures & training material for various departments - Advanced involvement with different levels of claims data and reporting - Experienced in an array of contact center functionality, procedures, work force management and quality programs for multiple clients - Collaborate with a diverse management team to effectively meet the vision, mission and values of the organization

• Benefit Coordination Specialist

  • Oct 2012 - Feb 2015

  -Accountable for providing member advocacy, special projects, and client based customized products-Participated in the successful development and testing of various systems, databases and reports-Experienced with multiple contact center procedures, functionality, workforce management and quality programs for clients-Deliver high quality and accurate work, both written and oral communication-Serve as a liaison to resolve escalated issues while meeting project deadlines and assuring quality of work-Direct client and vendor involvement to facilitate complex projects and program initiatives -Work closely with management, clients and business partners on special projects-Key contributor to system and database development initiatives -Provide consistent support, mentorship and feedback to multiple departments

• Member Services Representative

  • Sep 2007 - Oct 2012

  -Worked closely with supervisors to ensure quality based processes-Responsible for providing accurate feedback through quality checking of completed applications-Delivered high quality and accurate work, both written and oral communication-Participated in multiple testing initiatives on new databases and systems -Assisted in premium reconciliation in recouping over $900,000 in overpaid premium subsidies to over 33 Medicare Part D Plans-Utilized to train new employees on program functions, operating internal systems and complexity of application requirements-Assisted in the creation of training modules in addition to completing Online E-Learning initiatives