Leadership, Monitoring & CoachingPerform weekly quality scoring for Customer Service Operations DepartmentCoach team members towards quality and performance improvementMonitor phone queues and add skills or reassign Contact Center Representatives from other off phone duties to ensure and/or equate phone coverageMonitor Oracle System Cloud (OSVC) system queues to adjust personnel to ensure customer service coverageCall Center SupportResolve escalated customer issues… Show more Leadership, Monitoring & CoachingPerform weekly quality scoring for Customer Service Operations DepartmentCoach team members towards quality and performance improvementMonitor phone queues and add skills or reassign Contact Center Representatives from other off phone duties to ensure and/or equate phone coverageMonitor Oracle System Cloud (OSVC) system queues to adjust personnel to ensure customer service coverageCall Center SupportResolve escalated customer issues on the phone and via emailProvide customer service on the phone and via email as needed to support customer service operations during high volume timesResearch and investigate escalations of order inquiriesContact the customer and follow up with detail on the orderEnter and/or edit orders for impacted customersProcess returns and credits as needed for order escalationsResearch Tax Exempt certificate ordersDemonstrate knowledge on product specifications, compatible accessories, pricing, availability, substitutes and Where to Buy to provide to customers and other call center representativesDemonstrate knowledge of Business Machine Group (BMG) and Brother Mobile Solutions (BMS) warranty processesProcess warranty for BMG & BMSReporting and MetricsCreate and pull reports in S4 and Five9 to gather data for metricsCreate and pull reports in SAP to gather data for metricsReport weekly metrics to department supervisor and managerTraining & ProcessRevise old processes and adjusts them as needed to support call center best practicesCreate new processes to support best practicesAttend training and meetings where Consumer Order management issues are discussedCoordinate with supervisor, manager, Quality and other Senior Representatives to facilitate and organize agent training and coaching when neededDeliver training to agents in one on one and small group settings Show less

Ensures team members complete necessary specific work-related activities and assignments on time. Maintains outstanding internal and external customer service while demonstrating sound communication skills. Provides direction and guidance to team members by answering questions on any specific work-related issue(s) or problem(s). Resolves routine and complex issues relating to the teams' day-to-day activities and provides guidance and training on new activities. Assigns work… Show more Ensures team members complete necessary specific work-related activities and assignments on time. Maintains outstanding internal and external customer service while demonstrating sound communication skills. Provides direction and guidance to team members by answering questions on any specific work-related issue(s) or problem(s). Resolves routine and complex issues relating to the teams' day-to-day activities and provides guidance and training on new activities. Assigns work activities based on team members' skill levels. Performs a quality audit of completed activities for each team member including the recording and tracking of results. Reviews errors and completes or arranges the necessary training for each team member based on results of the audit. Compiles data and completes daily, weekly and monthly reports to ensure quality measurement goals are achieved. Maintains and controls the flow of work to and from other departments. Compiles information and completes a team productivity and quality report. Works with manager in anticipating and/or identifying any existing problems with an individual team member's productivity/ performance and also with the team as a whole with regard to workflow and productivity output. Makes professional recommendations to management regarding continuous constructive work-related activities that would further enhance or improve workflow production and results Show less

Provides FedEx express and their customers the required entry services and promotes exceptional customer service by securing relationships with express and their customers.Facilitates all necessary entry processing and cage functions to secure release of shipments in a timely and accurate manner according to cbp and oga regulations and time frames. Completes various audit activities, including complex ewsr's, high duty, abi warnings, abi errors, census rejects, high-entered value, duty… Show more Provides FedEx express and their customers the required entry services and promotes exceptional customer service by securing relationships with express and their customers.Facilitates all necessary entry processing and cage functions to secure release of shipments in a timely and accurate manner according to cbp and oga regulations and time frames. Completes various audit activities, including complex ewsr's, high duty, abi warnings, abi errors, census rejects, high-entered value, duty verification and any other tasks that fall under the FTN t/b audit functions, FDA audits, abi errors and abi warnings.Records and tracks complex audit issues to initiate corrective action. Sorts and assigns departmental incoming work and monitor daily workflow to ensure regulatory timeframes are met. Failure to meet these timeframes could cost the company and our customer dollars in potential liquidated damages and additional duty.Refer potential major problems to the manager. Corresponds in writing or by telephone with shippers, clients, and customs or other governmental agencies at all levels regarding required documentation to resolve issues that could result in millions of dollars in liquidated damages or additional duty if left unresolved.Researches and writes claims and protests to customs and border protection (CBP) on behalf of FTN, FedEx, and their customers to resolve issues related to the payment of duties, taxes and valuation.Obtain refunds or tender duties and process in FTN online billing application in conformance with FedEx billing procedures.Gathers information from FedEx/FTN systems for distribution and report building.Produces operational and trend reports for management distribution Show less

Transmit all data required for U.S. Customs and other governmental agency release and delivery. Monitor abi transmissions from automated broker interface and correct errors, when required.Determine documents for presentation to customs, retention in our file, and for distribution to our client. Coordinate additional billings and corrections to data, to correct customs entry rejects, census warnings, etc. Communicate serious customer and/or entry problems to the supervisor. Work… Show more Transmit all data required for U.S. Customs and other governmental agency release and delivery. Monitor abi transmissions from automated broker interface and correct errors, when required.Determine documents for presentation to customs, retention in our file, and for distribution to our client. Coordinate additional billings and corrections to data, to correct customs entry rejects, census warnings, etc. Communicate serious customer and/or entry problems to the supervisor. Work closely with other team members to provide a high quality of service.Identify and electronically assign document types, recognize required data elements and burst to appropriate electronic file cabinets. Input updates to data dictionaries and client master files. Complete daily and weekly production reports.To collect and enter into the import system all data required to produce customs' entry, entry summary and single-entry bonds; carrier delivery orders; FTN t&b invoices and other.Governmental agency documents.Process electronic labeling of documents (bursting), data entry, processing of standard letters/correspondence, and research missing docs in the system, and scan/index documents in image and sort reports.Arrange for the release of FedEx express shipments from custom's custody and complete all types of classification activities, process FedEx express caged shipments to ensure timely release, performs audits and quality referral functions.Analyzes documentation to determine admissibility and arrange for the type of release required with customs FTN and FedEx express systems. Researches entries on customs reports, rejected entries to determine error ownership, provide comments, penalty impact, FTN savings, and actions required bringing the entries into compliance. Interacts with various FTN teams, FedEx express and CBP port office/hub via email, letters or telephone in getting problematic entries resolved. Show less

Perform administrative work, including scheduling, maintaining files and sorting mail for the Human Resources departmentEnter employment data into computer database. Creating and maintaining electronic merit promotion. Extending verbal and written job offers.Track and update hourly employee leaves of absenceAssist HR supervisors with the hiring process, including submitting job postings online and scheduling candidate interviewsCoordinate logistics for new hire orientations and… Show more Perform administrative work, including scheduling, maintaining files and sorting mail for the Human Resources departmentEnter employment data into computer database. Creating and maintaining electronic merit promotion. Extending verbal and written job offers.Track and update hourly employee leaves of absenceAssist HR supervisors with the hiring process, including submitting job postings online and scheduling candidate interviewsCoordinate logistics for new hire orientations and employee training sessionsDevelop deep knowledge of core hire-to-retire processesReviewing candidates for minimum qualifications and eligibility requirements.Evaluating each vacancy and providing management with the potential recruitment options.Coordinating with, and advising managers and staff on technical issues involving recruitment and placement actions.Conducting recruitment/examining activities for assigned positions to include developing competency criteria, job analysis, job announcements, making qualification determinations, auditing selections.Facilitating the completion of all pre-employment forms, and identifying proper documentation to ensure the electronic personnel file is current and up to date during the recruitment and onboarding process.Excellent written and verbal communications skills - able to interface with all levels of the organization, specific strength in influencing decision makers and managing expectations Show less

Provides direction for payment posting and reconciliation, billing, and credit balance related services through collaboration with: customers, associates, clinics, internal departments, vendors, etc.Analyzes and assesses Revenue Cycle reports, workflows, and processes Assesses the business use and functions of Revenue Cycle application systems providing recommendations for optimization as necessary Supports and assists teammates in assigned area(s) in identifying and troubleshooting… Show more Provides direction for payment posting and reconciliation, billing, and credit balance related services through collaboration with: customers, associates, clinics, internal departments, vendors, etc.Analyzes and assesses Revenue Cycle reports, workflows, and processes Assesses the business use and functions of Revenue Cycle application systems providing recommendations for optimization as necessary Supports and assists teammates in assigned area(s) in identifying and troubleshooting Revenue Cycle related problems and provides recommendations for resolution • Identifies and reports on Revenue Cycle trends affecting reimbursement Analyzes all forms of Revenue Cycle Billing and/or payment transactions. Ensures timely and accurate posting, balancing, and reconciliation of all payments; Oversight of lockbox receipt Monitors daily cash reconciliation reports of payments posted and ensures that all batches posted daily correspond to amounts deposited; assures that variances are corrected in a timely manner; works collaboratively with the finance and client billing teams Runs, reviews, interprets, analyzes, and validates Revenue Cycle reports. Possesses the ability to run standard Revenue Cycle and operations reports to answer questions from department/practice managers, vendors, physicians, and other Revenue Cycle stakeholders Performs quality assurance audit. Oversee daily clearinghouse reports, unbilled claims- tracking, trending known issues, and implementing resolutions Research and resolve credit balances. Process and monitor the electronic remittance files to ensure accuracy Perform other duties as assigned Show less

Demonstrated knowledge and understanding of U.S. healthcare reimbursement mechanisms including Medicare prospective payment systems, third-party payer coverage, clinical and procedural coding.Provided support to the Director of Reimbursement with a focus on assisting with the pharmacy reimbursement efforts. Responsible for compiling and maintaining records in support of the pharmacy’s DSH programs, bad debts logs, Accounts Receivable Contractual Allowances and annual Cost Reports. Provided… Show more Demonstrated knowledge and understanding of U.S. healthcare reimbursement mechanisms including Medicare prospective payment systems, third-party payer coverage, clinical and procedural coding.Provided support to the Director of Reimbursement with a focus on assisting with the pharmacy reimbursement efforts. Responsible for compiling and maintaining records in support of the pharmacy’s DSH programs, bad debts logs, Accounts Receivable Contractual Allowances and annual Cost Reports. Provided support for budgeting and decision support services.Provide assistance with complex reimbursement, insurance benefit investigation, prior authorization, and appeal requests Act as an assigned liaison to client contacts (e.g., regional contact for sales representatives) Assist in the preparation of/or prepare reportsOversees the reimbursement program in compliance with organizational, governmental and third-party payor requirements and standards. Assists in the development of policies, procedures and standards applicable to reimbursement.Provided support information to management in the development of strategic business plans regarding reimbursement and to structure new/existing programs to ensure that those dollars are received.Resolve coding questions and complicated claim rejections/denials and identify reasons for rejections and institute corrective action to reduce denial incidenceOrganizes work, sets priorities, and determines resource requirements; coordinates with other organizations to accomplish goals; monitors progress and evaluates outcomes.Work on patients’ behalf to identify and assess reimbursement coverage option for those with insurance and or coordinate and/or investigate financial options for those without insuranceDocument all activities into the secured program application/database in the appropriate timeframes as required by the program Show less

Interview applicants to determine needed social services such as Food stamps, Medicaid, Families First, and other available services; asks applicants questions needed to complete budget forms related to their eligibility statusDetermine benefit eligibility budgets; calculates and ensures accurateness of benefits by use of computer system; procedure, rules, and regulations governing the determination of eligibility for benefits; makes decisions regarding the implementation of policy and… Show more Interview applicants to determine needed social services such as Food stamps, Medicaid, Families First, and other available services; asks applicants questions needed to complete budget forms related to their eligibility statusDetermine benefit eligibility budgets; calculates and ensures accurateness of benefits by use of computer system; procedure, rules, and regulations governing the determination of eligibility for benefits; makes decisions regarding the implementation of policy and procedure.Evaluate customers' self-sufficiency and compliance with program requirements; work activities, and supportive services that will lead to self-sufficiency; develops an individualized, mutually agreed upon work plan with the customer based on their strengths, goals, and interests. Trained new employees. Assists in coordination and collaboration with programs of other Federal agencies. Review and analysis of State laws, regulations and administrative procedures to determine compliance with legal requirements. Advanced skills in oral, written, and computer communications. Knowledge of program objectives and requirements to develop, plan, adapt, and apply new techniques and methods to solve problems. Refer customers to supportive services, education, and work-related activities; identifies relevant services and community resources based on the client's needs, including transportation, child care, clothing, education, job training, and food banks services. Show less