Carla Compton Email & Phone Number

Lisle, IL

 Recently certified as a Quality Action Team Facilitator (Project Management) Responsible for a team of 120 Customer Care Professional Developed and implemented Assist Line Expectations  Developed and trained with Leadership collaboration materials for new Team Lead. Best Practice Meetings – Facilitate meetings with Lisle and Scottsdale Leadership.

• Responsible for providing leadership, support, guidance to staff, and liaison to our pharmaceutical client Genentech. Effectively managed a team dedicated in obtaining lowest cost option for patients.
• Developed and implemented training documents to maximize efficiency.
• Created and implemented Standard Operating Procedures
• Created and implemented a formal auditing process to ensure quality and customer expectations were met or exceeded.
• Organized and… Show more Responsible for providing leadership, support, guidance to staff, and liaison to our pharmaceutical client Genentech. Effectively managed a team dedicated in obtaining lowest cost option for.
• Organized and implemented and extensive payer profile data base that resulted in reduced benefit investigation turn around time and increased team knowledge.

• Responsible for managing the member services, underwriting and sales call center as well as the membership production environment (premium processing, billing and collections). Reported to the Vice President of.
• Developed and implemented a “One Call Resolution” program within… Show more Responsible for managing the member services, underwriting and sales call center as well as the membership production environment (premium.
• Developed and implemented a “One Call Resolution” program within the Membership/Underwriting customer service area resulting in bringing our Customer Service Satisfaction survey from 78% to above 95%.
• Created and implemented a process that insured membership aged receivables did not exceed 30-day requirement.
• Established and maintained services levels of 80% calls answered in 20 seconds.
• Coordinated and participated in the creation of associate career development program.