Customer Service Specialist Resume Example

• Manage a division of the New York State of Health Marketplace call center operations while working closely with Department of Health since 2014
• Monitor all health insurance related services such as enrollments into Medicaid, Essential Plan, Child Health Plus, Qualified Health Plans & the Delivery System Reform Incentive Payment program (DSRIP); Coverage disenrollments, 1095 A&B distributions, providing Certified Assistance Counselor support and troubleshooting complaint submissions
• Evaluate and report team's individual key performance metrics in areas of Attendance, Adherence, Return to Queue, Quality Assurance, Average Speed Answer and Wrap up errors.
  
• Discuss & address any job performance concerns with employees; work closely with Human Resource department on appropriate personnel action recommendations
• Defuse volatile customer situations calmly and courteously
• Accurately document, research and resolve customer service issues
• Initiate operation improvements to improve overall call center productivity through Focus groups
• Provide quarterly incentive to increase productivity by offering employees awards for best customer service.
  
• Met or exceeded service and quality standards every review period

• Responsible for maintaining service levels within the calls center which include average time to answer, average handling times, and average abandon calls
• Promote superior customer service skills
• Self-motivate and work independently as well as in a team environment
• Handle constructive feedback and make decisions in a very fast paced environment
• Directs day-to-day administrative operations, with continual monitoring of operational policies and procedures to ensure efficient work flow and compliance
• Develops and monitors all aspects of the call center departments under the supervisor
• Prepares reports for management as necessary
• Communicates with Managers, Doctors and other Supervisors at different practices
• Participates in staff recruitment and retention activities. Interviews, hires, counsels and terminates staff and conducts yearly performance appraisals. Ensures staffing needs are consistently met
• Ensures department policies and procedures are adhered to and compliment with current guidelines
• Attends administrative and committee meetings as required.
  

Responsible for oversight of Physician Access Services Department. Provides direct supervision for assigned staff, including but not limited to contract management, financial and/or administrative staff and clerical staff. Ensures the successful coordination and delivery of business activity and service within the department. Physician Access Services is located at Mount Sinai Corporate Headquarters near Grand Central. Department helps physicians and patients with scheduling of outpatient appointments throughout the health system.

• Plans and schedules work for staff to ensure proper distribution of assignments and adequate staffing, space and facilities for subsequent performance of duties
• Ensures adequate staffing for unexpected/emergency coverage.
  Provides work direction, guidance, coaching and training for staff.
  Establishes, reviews and revises work processes and procedures to ensure efficient and effective administrative activities
• Makes recommendations regarding fiscal and staffing requirements of the unit to assist in the preparation of budgetary recommendations.
  Compiles information reflecting expenditures and develops comparisons
• Assists in the development of new methods, procedures and/or processes to increase efficiency and to improve service deliver, production, equipment performance, scheduling and quality control
• Establishes and maintains liaison with other departments, units or care centers, as well as within own department, to ensure effective coordination of work activities
• Supervises and coordinates various personnel activities including, but not limited to, hiring, performance appraisals, training, disciplining and making salary increase recommendations
• Fosters an environment of open communication and team work in support of the department and organization's goals and objectives
  Ensures compliance with department and organization policies & procedures
• Other duties as assigned