An organized, goal-oriented, team player that has excellent communication skills, training skills and has a keen ability to manage people. A detail-oriented, enthusiastic, problem solver with the ability to work well under pressure and meet deadlines, is self-motivated, and has excellent conflict resolution skills. A good planner with specialized skills in analysis, and customer service. An assertive and flexible, results-oriented leader with transferable skills.
Lash Group AmeriSource BergenJune 2011 to CurrentTeam Coordinator Monroeville, PA
Management Act as direct report to inbound call center team of 7.
Assist supervisor regarding the daily operations of the program.
Support department peers by cross-training in various departmental functions including the inbound and outbound call centers and the data entry processes for both Simponi and Stelara.
Supervised 10 team members, monitored weekly production and quality standards, training needs, annual reviews and corrective action requirements.
Interviewed and hired new employees.
Determined training needs and established developmental plans.
Coordinated weekly audit inventory for 20 monitored call centers and approximately 1100 weekly/monthly audits.
Maintained routine quality and production statistical reports for senior management review.
Team quality consistently exceeded quality standard of 99%.
Designed and implemented productivity improvement plans including modifications of auditor assignment.
Acted as Liaison for various call center supervisory staff to establish team specific guidelines for audit review.
Instructional Assist supervisor with staff training and education and provide feedback regarding team performance standards.
Develop a check list to ensure complete, comprehensive and consistent guidelines for mentor-representatives in training new-hires and coaching junior staff.
Act as subject matter expert in the development of Work Instruction documents for the Share Point.
Maintained informational updates for Phone Quality Monitor Presentation booklets for newly hired call center representatives.
Conducted training groups for newly hired call center representatives.
Created step-by-step guidelines for the navigation of newly acquired system-wide software.
Conducted training sessions for new software navigation.
Educated audit and/or call center staff on all policy updates and procedural modifications through electronic correspondence and regular team meetings.
Instrumental is overall weekly audit performance improvement from 65% to 90% in a four month span Analysis Monitor individual and staff weekly audit scores to determine areas of improvement in order to maintain performance standards.
Interfaced with vendor technician and company telephone technical support team in the design, testing, implementation and maintenance of the system for the Quality Audit phone team.
Analyzed business processes and workflows, relevant data, established needs, and built software reports for both agents and management levels.
Sought input from various department supervisors for the weighting of team specific audit templates and created required templates.
Performed trouble shooting and modified software components and programs.
Handled Prospective negotiations with non-participating institutions and vendors for inpatient stays, home health care and durable medical equipment requirements generated through the Medical Management Utilization department communicated and negotiated acceptable rates submitted proposals and confirmed acceptance.
Tracked all transactions.
Arlene DiVella (cell) 412-719-5963 Page 2 Visited outsource partners to evaluated business system use and client operations, and developed workflows for integration with company policy and procedures.
Reviewed, analyzed and processed call center inquires and appeals to ensure timely resolution.
Monitored audit templates for required process updates.
Audited call center staff on a weekly basis.
Administrative Monitor the Safe Returns program escalated issues.
Support the IT team in the resolution of daily cost support card exception issues.
Handle escalated issues for the Inbound Call Center team regarding eligibility and billing issues.
Escalate discrepancies in policy guidelines and/or system issues to management.
Monitored and updated phone team policy and procedure document updates on Compliance Share Point site.
Assisted in the development of team Share Pointe site.
Coordinated regular updates.
Maintained statistical reports of annual comparisons including full rates, negotiated rates and savings to senior management for the Reimbursement department.
Monitored for accuracy statistical reports for all auditor and call centers for both weekly and monthly senior management reports.
Balanced all administrative tasks including credit and collections, inside sales, purchasing, and sub-contractor negotiations until company closed due to building's structural damage.
Customer Service Provide training and support to inter-departmental associates.
Fielded inquiries from both member and provider community inquiries regarding eligibility, benefits, coordination of benefits, and claim issues.