Cassandra Randall Email and Phone Number
Cassandra Randall work email
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Cassandra Randall personal email
More than 15 years of successful experience in call center management with recognized strengths in employee engagement, data analysis, process improvement, qualitative and quantitative measurement.
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Director Customer CareBmc Healthnet Plan/Well Sense Health PlanBoston, Ma, Us
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Director Customer CareBmc Healthnet Plan/Well Sense Health Plan Feb 2020 - PresentBoston, Massachusetts, Us -
Director, Call Center ServicesSenior Whole Health Oct 2016 - Jan 2020Cambridge, Ma, UsResponsible for the day to day operations and management of the MA, NY, and FL Call Center teams; which includes SWH switchboard operations in MA. Track and analyze call statistics to ensure compliance with regulatory standards (service levels, staffing, hours of operation, etc.). Responsible for creating and implementing process improvements. Applying Q&A measures to promote a high level of qualitative performance. Direct and coordinate the reception function and provide administrative services to the organization. Participate in organizational efforts to maintain compliance and/or satisfactory performance with CMS regulations, HEDIS measures, NCQA standards, and CAHPS surveys. Liaison with market Plan Presidents and Directors to solve issues and work projects to completion. Responsible for the creation and coordination of implementing new ACD's and/or IVR's. Provide organizational and staff training/guidance to solidify consistent call handling and customer service. Supervise and collaborate with the Facilities Coordinator to ensure day to day facilities management is applied both effectively and efficiently in MA. -
Manager, Central ServicesSenior Whole Health Aug 2014 - Oct 2016Cambridge, Ma, UsResponsible for the day to day operations and management of the switchboard which includes SWH operations in MA & NY. Track and analyze call statistics to ensure compliance with regulatory standards (service levels, staffing, hours of operation, etc.). Apply Q&A measures to promote a high level of qualitative performance. Direct and coordinate the reception function and provide administrative services to the organization. Liaison with Plan Presidents and Directors to solve issues. Provide organizational training to solidify consistent call handling and customer service. Provide daily supervision to the Facilities Coordinator.
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Manager, Contact CenterEast Boston Neighborhood Health Center Dec 2010 - Aug 2014East Boston, Ma, UsWas responsible for the day to day operations and oversight of the Contact Center; with a focus on both qualitative and quantitative metrics, process improvement, staff development, and overall support of the health center's mission. -
Call Campaign SpecialistNetwork Health Sep 2008 - Apr 2010Responsible for all aspects of creating and implementing new/prospective member call campaigns. Provided management and oversight to contracted telecommunications vendors used to satisfy regulatory requirements for Eligibility Review Verification (ERV), HEDIS measures, NCQA requirements, and Prospective Members. Was responsible for ensuring the integrity, prompt delivery, and completion of all imported data. Handled vendor training, reporting and performance. Responsible for billing reconciliation and approval. Created member marketing materials. Participated in outreach events coordinated by the Marketing team.
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Supervisor, Customer ServiceNetwork Health Aug 2007 - Sep 2008In collaboration with the other departmental Supervisors, was responsible for the oversight of the day to day operations of the call center. Handled CSR training, performance feed back and coaching, hiring, disciplinary actions, and performance evaluations. Was also responsible for ensuring departmental metric goals.
Cassandra Randall Skills
Cassandra Randall Education Details
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Cambridge College
Frequently Asked Questions about Cassandra Randall
What company does Cassandra Randall work for?
Cassandra Randall works for Bmc Healthnet Plan/well Sense Health Plan
What is Cassandra Randall's role at the current company?
Cassandra Randall's current role is Director Customer Care.
What is Cassandra Randall's email address?
Cassandra Randall's email address is ca****@****chp.org
What schools did Cassandra Randall attend?
Cassandra Randall attended Cambridge College.
What skills is Cassandra Randall known for?
Cassandra Randall has skills like Healthcare, Management, Customer Service, Call Centers, Process Improvement, Training, Healthcare Management, Coaching, Hospitals, Team Building, Leadership, Data Analysis.
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