Experience

OmniGuide

• United States
• Medical Equipment Manufacturing
• 1 - 100 Employee

• Customer Relations Manager

  • Nov 2019 - Present

  Responsible for managing the administrative and operational activity with within the Customer Service Department providing support for all processes and workflows that enable a high-level of efficient customer service. Includes managing contract administration, pricing and negotiation. Responsible for managing the administrative and operational activity with within the Customer Service Department providing support for all processes and workflows that enable a high-level of efficient customer service. Includes managing contract administration, pricing and negotiation.



Compass Medical

• Medical Practices
• 1 - 100 Employee

• Centralized Referral Manager

  • Jul 2018 - Jun 2019

  Responsible for overseeing all functions of the referral department including but not limited to the hiring, training and development of staff. A customer -service and leadership-focused position working directly with patients and their families, insurance representatives,doctors and other medical personnel in a dynamic and professional environment to provide the highest level of quality healthcare to all patients.-Performs as the liaison between providers and patients- Develops short and long term work plans for goals of the department-Oversees daily office operations and delegates to assigned coordinators-Develops guidelines for prioritizing work activities and modifying activities as necessary-Identifies trends and referral patterns- works with management for resolution-Responsible for the recruitment ,hiring,orientation, development and evaluation of referral coordinators, including disciplinary actions-Serves as the liaison and collaborates with the site managers and specialty offices to forge better relationships, with the goal of improving our patient services



Best Doctors

• Member Experience Supervisor

  • Aug 2017 - May 2018

  Leads team to process incoming phone calls, warm transfer and/or schedule intakes, and provide the highest level of service to members. Responsible for ensuring the team meets the timely processing of members’ cases, timely follow ups and various service level metrics such as speed of answer and live answer rate.  Manages daily operations and needs of all Member Experience Coordinators (Inbound/Outbound) and Find Best Doctors Service Line. Monitors, reports and track daily call volume metrics  Oversee all queues such as outbound, email and client portals to ensure prompt and thorough follow through  Assists team members with challenges and problem solving in real time  Provides coaching and corrective action for staff  Conducts staff evaluations and hiring assessments  Act as point of escalation from members as well as inter departmental issues as needed  Collaborate with management team to develop and maintain S.O.P’s and scripting for department  Identify and develop process improvement initiatives  Mentor staff and identify job development and progression  Coordinates staff work shifts and breaks to ensure appropriate phone coverage at all times



Blue Cross Blue Shield of Massachusetts

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Member Service Operational Manager

  • 2013 - Dec 2015

  Coached, developed, trained and managed a team of 24 newly-hired employees and one supervisor as they assimilated and integrated into their new roles within specialized customer service teams. Provided baseline training for product and services, operational excellence, building customer relationships, managing escalated issues, and demonstrating effective problem solving to ensure high performing customer service teams and customer satisfaction.* Implemented continuous business process improvement techniques, identifying issues and opportunities to improve efficiency and implement solutions to improve day to day operations. * Handled and resolved customer escalated issues, assessed problem and implemented a plan of action to address customer need.* Consistently achieved call handle time, quality and first call resolution goals.* Achieved retention goals by actively coaching and engaging representatives, instilling a positive customer oriented culture and developing and implementing career development plans.* Developed team capability through cross training, open communications and individually targeted skill development.

• Customer Service Operational Manager

  • 2012 - 2013

  Managed a team of 20 employees and two supervisors piloting a new member servicing model emphasizing member satisfaction and cultivating an environment dedicated to providing customer excellence and satisfaction.* Trained team on new Service Edge model with a focus on engaging and motivating team members to meet and exceed a higher standard set for quality and call center performance. * Provided front-line leadership support to a team of employees practicing a specialized a pilot customer service engagement model designed to strengthen member education, accountability and decision-making to ultimately impact the quality and affordability of healthcare.

• Customer Service Pharmacy Manager

  • 2011 - 2012

  Managed a newly formed pharmacy team implemented to provide highly skilled and technically knowledgeable customer service representatives to ensure improved delivery of service excellence to our members and navigation for our pharmacy programs. * Through ongoing training developed a team of pharmacy subject matter experts educating customers on benefits and processes resulting in a decrease in repeat phone calls and improved productivity within the service center.* Fostered and maintained a relationship with corporate pharmacy vendor, ensuring open lines of communication on member inquiries, resolving access to care needs, and trending elevated issues to seek to prevent reoccurrences.* Communicated with internal stakeholders to forecast impact of pharmacy changes and collaborated for resolution to assure smooth implementation.

• Customer Service New Hire Employee Manager

  • 2008 - 2011

  Led a team of two supervisors and 40 – 60 new hire customer service employees inspiring the creation of an award winning training model, Blue Progressions (an experiential learning model).



Blue Cross Blue Shield Association

• United States
• Insurance
• 700 & Above Employee

• Customer Service Supervisor and Trainer

  • 2000 - 2008

  Supported the development of a world-class learning center for new hire customer service employees through the delivery of creative facilitation, training and coaching techniques. Supported the development of a world-class learning center for new hire customer service employees through the delivery of creative facilitation, training and coaching techniques.