Allyce S. Email & Phone Number

Henrico, Virginia, United States

Responsible for managing the company’s SQL database and supervising the EDI team. Ensures team meets state protocol, maintains production quota, as well as performing managerial tasks. Provides individual support (coaching) and training to all team members to ensure quotas are being met. Manages implementation, prioritization, and optimization of EDI related data exchanges between the state and clients. Complies with all safety rules/regulations, in conjunction with the Injury and Illness Prevention Program (“IIPP”), as well as, maintains HIPAA and Security compliance

Henrico, Virginia, United States

Responsible for the input of new worker’s compensation claims received electronically into a required state system. Researched and resolved requests from internal and external customers. Identified legal documents and processed accordingly while identifying errors and/or discrepancies on claims. Identified duplicate claims and when to submit work orders for a claim merge/delete. Maintained HIPAA compliance in all aspects of communications.

Henrico, Virginia, United States

Managed specialty team, maintained daily operations, and analyzed performance reports. Prepared and delivered monthly performance reviews for 10 direct reports. Ensured timely administrative responsibilities of timecards, spreadsheets, and team meetings. Responsible for team escalations and weekly monitored calls. Maintained floor presence while assisting team with support and questions.

Managed specialty department, maintained daily operations, and analyzed performance reports. Administered call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administered scheduling systems; communicates job expectations. Determined call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses. Developed call center systems by improving customer interaction while developing and executing user acceptance tests.

Glen Allen, Va

Assists Operations Coach with managing specialty teams, maintains daily operations, and processes account ledgers for finance department. Accountable for achieving business goals for a team of up to 15 associates within unit. Manages business level metrics to high efficiency standards. Motivates and develops associates to help them achieve their career aspirations. Defines and measures performance metrics and clearly communicates to associates.

Customer Security And Distress Support - Claims Intake Center

Managed team in reporting unit manager’s absence and maintained daily operations. Provided continuous feedback and coaching to improve and maintain high quality customer experience, effectiveness and efficiency metrics. Executed flawless management of projects assigned to unit.

Customer Security And Distress Support - Claims Intake Center

Managed all aspects of training, built and oversaw the new hire nesting program, and served as the Process, Change & Delivery (PCD) liaison. Designed and developed engaging and innovative training content leveraging adult learning concepts using a variety of software. Gathered learning data and provided recommendations for options in support of client's needs; supported the identification of process improvements. Communicated with clients and acted as a subject matter expert for any learning management systems or processes

Customer Security And Distress Support - Claims Intake Center

Assisted with facilitating new hire classes and analyzed training success rates. Point of contact for managing new hire nesting and aligning associates with peer coaches. Developed training decks for new procedures and refresher courses to comply with legal and corporate compliance, and was responsible for delivering updates to the production floor. Provided feedback and recommendations to the leadership team on training, refresher job aides, and visual management.

Customer Security And Distress Support - Claims Intake Center

Initiated claim process for customers and performed quality assurance reviews. Accurately determined claim types (dispute vs. fraud claim), mitigated invalid claims, and exercised good judgment in determining if claims were legitimate. Performed a gap analysis on business procedures to match BAU processes. Aided in increasing quality scores, agent empowerment, and minimized risk of Reg E requirements.

S.D.H.S. Family Dentistry

Managed daily operations, handled all fiscal transactions, and served as a third party customer care liaison. Entered insurance payments electronically, generated commercial claims, and mailed the appropriate claims out to assigned insurance companies. Worked with the Collection Manager to ensure that patient accounts were up to date & overdue accounts were sent to FirstPoint Collection Company.

Master’S Degree, Management Of Arts & Leadership

Bachelor’S Degree, Business Administration And Management, General

Activities and Societies: Alpha Kappa Alpha Sorority, Inc.