Angel Christopher Email & Phone Number

Tampa, Florida, Us

• Manage the PBM Customer Service Center teams responsible for processing daily Worker's Compensation claims, including the handling of inbound/outbound calls for pharmacy, ancillary medical services, and associated workflows which includes claims adjudication, eligibility verification, prior authorization, and some billing verification functions ensuring all service level goals, turnaround times, and key metrics are met.• Provide day-to-day leadership, guidance, and direction for the Clinical Support team activities related to processing the Clinical Intervention Programs including but not limited to Independent Pharmaceutical Evaluations (IPE), Patient Engagement, and Tele Consult processes to support the Clinical Pharmacist team.• Responsible for onboarding new clients or new client requests, tailoring workflows to meet their unique needs without compromising exceptional service for all customers by proactively identifying and resolving challenges through clear communication, collaboration, and effective prioritization with internal departments and cross-functional teams. • Manage, mentor, and act as a change agent, by developing a high-performing team in the spirit of exceptional service to all internal and external partners with the goal of establishing a culture that promotes teamwork, high morale, and productive employees, ultimately leading to better performance, job satisfaction, and retention.• Collaborate with department leaders to identify training needs, develop engaging and effective training materials, and implement a system for ongoing maintenance and updates.• Plan, analyze, and shift resources to balance the department budget ensuring end of year goals are met.

Saint Petersburg, Florida, Us

Manage the daily operations of all Member Services Training and Quality department functions ensuring KPI’s, quality control, and customer service goals are achieved in 3 call center sites with over 300 customer service agents. • Responsible for overseeing and delivering multiple projects in the creation, management, and execution of training and development programs in the Member Service, Enrollment, Claims, and Care Management departments against scope, budget, and required schedules. • Identify opportunities derived from call trends, quality data, customer satisfaction surveys, voice of the customer, and employee focus groups to facilitate the creation of training programs needed to enhance employee performance and improving customer experience through first call resolution. • Facilitate the development and implementation of the quality documents and tools used for inbound and outbound calls to customers making necessary changes to meet compliance/regulatory requirements. • Perform onsite audits with delegated vendors to ensure training, quality, and secret shopper programs meet regulatory requirements for inbound and outbound calls. • Communicate between executive leadership and call center vendor client on statement of work to ensure objectives and deliverables are met within required scope of agreement.

Saint Petersburg, Florida, Us

• Manage teams comprised of call center representatives, quality assurance representatives, and department trainers, directing their activities and monitoring their performance for the achievement of call center targets and goals. • Monitoring random inbound calls to improve the quality, minimizing errors and tracking operative performance. • Writing and conducting performance evaluations, making employment decisions, setting up performance goals and targets for assigned team. • Participate in designing the call monitoring formats and suitable quality standards. • Forecast, coordinate, and execute training needs and plans to ensure department objectives are met. • Recruit and hire new personnel for the team and for the department. • As part of the 5 Star Quality initiatives, conducted onsite visits with call center vendors to build consistent service standards and enhance current business practices.

Managed all daily operations including inventory, product knowledge, distribution flow, and office staff. • Supervised equipment maintenance, compliance conformance, and claims and billing processes. • Ensured quality standards and accreditation requirements conformed to health and safety regulations. • Built provider and customer relations by solving and investigating long-standing or complex problems and effectively communicating through various resources such as phone, fax, email, and one-on-one visits.

Operations Manager 07/2005 - 11/2006 • Responsible for the recruitment, training, development and motivation of operations staff in the Call Center, Enrollment, Compliance, and Training departments ensuring departmental performance standards are met in a cost effective, service-oriented manner. • Submitted regular reports to the V.P. of Operations on attendance, trends, activity peaks, and impacts of program implementation or system changes on sales or customers. • Planned and organized incentive programs resulting in increased attendance and productivity, and assured quality service to all internal and external customers through management of daily workflow. Compliance/Training Supervisor 09/2003 - 07/2005 • Developed, supervised, and trained a leadership team which comprised the training, quality assurance, research/resolution, carrier relations, and appeals/grievances departments. • Effectively developed business learning strategies to support management throughout the organization as it pertained to the goals and performance standards of each department. • Instrumental in documenting and implementing compliance to company policies, State and Federal COBRA law, HIPAA, and all other health insurance guidelines. Software Development Team Member/ EDI Business Analyst 01/2002 - 09/2003 • Influenced design of new company software, develop end to end test case scenarios, and delegate tasks • Analyzed and determined effective fixes to help resolve day-to-day system problems • Maintained communication with software developers and business executives Customer Service Team Lead/Carrier Liaison 06/1997 - 01/2002 • Trained and mentored agents in the Call Center and Enrollment departments focusing on customer needs. • Handled customer inquiries in the call center, input enrollment data into systems, and managed accounts. • Point of contact between customers and carrier business partners, managed escalated calls, and supported a company conversion

Education record

Education record