Arrah Delos Reyes Email & Phone Number

United States

Tulsa, Oklahoma Area

- Create training documents in line with the client's process requirements.- Conduct basic US Healthcare and process specific trainings.- Hone and prepare trainees' before going live. - Ensure trainees are calibrated in terms of process knowledge and other client requirements by creating written assessments.- Conduct mock call assessments to gauge the trainees' readiness to go live.- Do floor support once the trainees start on production to answer and assist the trainees on their questions.- Conduct pre-shift and post-shift huddle to the trainees while on nesting period.- Prepare monthly knowledge check for the tenured associates.- Cascade client updates if available.- Conducts refresher trainings to those challenged associates based on the monthly knowledge check results.

Philippines

- Establish quality process maps and create Quality forms (audits form, calibration form, coaching/feedback log, escalation log, rebuttal forms)- Monitor and audit all transactions completed by the associates.- Conduct weekly huddles per team to discuss the plus and deltas of the associates.- Conduct individual coaching and counseling sessions to both performer and challenged associates. Also create action plans together with the associate to help improve his/her performance.- Participate and lead the calibration sessions both within the team, with the Operations Team and the clients.- Generate and publish daily, weekly and monthly Quality reports.- Create assessments, training materials and maintain knowledge bank for the account- Conduct process specific training to new hires- Act as SME who does floor suppprt during operation hours. - Work closely with the clients, operations and PMOs to ensure that the business is aligned with the clients' requirements and that we are meeting or exceeding their expectations.- Act as an Operations Team Lead who motivate the associates and push them to perform better on their role.- Send daily updates to the clients about the team's production. - Allocatedaily workload for each associate.

Product Research - look up profitable items from third-party suppliersTitle Optimization - create product title using keywords to increase SEO rankings of the item to optimize sales conversion Product Listing - list an item in e-Commerce website, adding productdescription, price, and other information about the item

Philippines

- Monitor and audit all transactions completed by the associates. This includes inbound call, outbound call, email and fax transactions.- Conduct weekly huddles per team to discuss the plus and deltas of the associates.- Conduct individual coaching and counseling sessions to both performer and challenged associates. Also create action plans together with the associate to help improve his/her performance.- Participate and lead the calibration sessions both within the team, with the Operations Team and the clients.- Generate and publish daily, weekly and monthly Quality reports. - Take inbound calls if needed.- Accept escalated calls.

Healthcare Specialist (inbound) - Handles benefits and eligibility concerns- Knowledge of the US Healthcare system- Answers queries about basic RCM cycleClaims Specialist (inbound)- Handles claim status and other queries- Investigates if claim was processed correctly- Explains the reason of the denial claim- Sends the claim for reprocessing once proved to be incorrectly processedNetwork Specialist (inbound, outbound, back office)- Answers all contractual questions of the provider- Provides and reviews fee schedule- Explains all the communication sent by the carrier to the providers- Initiates credentialing process