Anna Bishop Email and Phone Number

The training position I maintain is responsible for being the subject matter expert on the multiple systems used for benefits, members, providers and claims look up. As KanCare was implemented I sat in an advisory role with the State and due to that I act as a resource for all Medicaid benefits and billing questions in the KanCare program while keeping current with the changes still occurring. I am also responsible for creating and updating processes in accordance with those findings. I conduct multiple training sessions for new employees and act as a mentor for new hires in CS. • Create and present materials to any stakeholder in Sunflower• Identify solutions to any problems and questions with procedures and work flows• Provide guidance on Kansas specific Medicaid policies• Liaison between corporate expectations and our Kansas state specific requirements• Report discrepancies in the KanCare intent and current processes by collecting data, examining resources and advising on corrections

As the Training Specialist, I was responsible for educating new Customer Service agents and State Agency staff in a classroom setting. In this position, I continuously kept current with all policy and procedural changes occurring within the KS Medicaid program to update and create training materials as needed for those changes. I created agendas and conducted bi-weekly training meetings for Customer Service based on trends in calls. I also met with State Agency Staff and presented to the CS Supervisor to analyze feedback, determine the training effectiveness and present education opportunities while presenting evidence of the training having been conducted. In my role I also acted as a backup on all publications to providers. I provided functional and technical knowledge for the wording that went into each bulletin.As the trainer I played an integral role in the implementation of multiple projects as HP gained new business; including EHR Incentive Payments, HIPAA Compliant Coding on claim entry, Claim Denial Corrections on the Website, and KanCare. I effectively acted as part of the project management role for both the EHR Incentive Payment Project and Claim Denial Corrections Project.• Developed and maintained no less than 20 training plan packets• Maintained documentation of curriculum creation, version updates and process owners• Wrote the Customer Service Business Practice Manual and published it monthly with updates• Supported the implementation of new policies and projects• Coordinated meetings with various skill sets across the company to meet objectives

The quality assurance specialist position I maintained was designed as a temporary position to create the Training and Quality department. The position was responsible for creating a proposal that would decide the direction of customer service at Berlin-Wheeler for their Monitronics Alarm System contract to make reminder calls, bill payment collection calls and Mobile Transportation unit. An entire quality and training program was developed that provided evaluation forms, a set of guidelines for each agent, training manuals, a dispute process, and an incentive program. After the development of the program, manual reports were established to prove the effectiveness of the agents and of the program. Weekly and monthly reports were sent to management for review. As the quality specialist I was responsible for maintaining the integrity of the program.•Evaluated each of the 100+ agents three times per month •Scheduled feedback to be delivered in the timeliest fashion•Educated all new staff in a one-on-one setting •Created weekly and monthly reports •Conducted calibration sessions with supervisors and management in each department to verify the direction of customer service on a monthly basis •In less than 2 years fully implemented a solid Training and Quality department

As a quality assurance (QA) specialist, I was responsible for monitoring agent-customer interactions against client-specified policies and procedures for Verizon Wireless. As a QA specialist I also suggested improvements at both the agent and project level through evaluations and reports to ensure client standards were maintained and/or exceeded. Duties included randomly monitoring calls to ensure the company standards were maintained, reviewing evaluations, delivering feedback to supervisors and/or agents, responding to questions regarding the review, handling administrative duties, and preparing performance evaluations documenting contact-handling procedures. I was also required to attend calibration meetings with other QA specialists to ensure that we (as a team) were maintaining the highest level of consistency in the way we monitored each agent.•Delivered unbiased evaluations•Maintained professionalism while delivering one-on-one feedback