Claudine Thomas Email & Phone Number

Raleigh, Nc, Us

Raleigh, Nc, Us

• Responsible for managing a team of direct reports supporting Operations and managing all patient lifecycle process for commercial product• Acts as a liaison between internal teams, cross functional partners and external field representatives with an effort to drive business results and employee engagement• Develop assessment and resource plans, partner with internal departmental teams to ensure optimal support and programs are provided while driving employee engagement and coaching for performance improvement• Domain expertise in all therapeutic areas and full lifecycle processes. Solve customer issues that may arise across all therapy areas and all process workgroups within area of responsibility. Solve business plan gaps and issues identified through trend analysis and metric indicators.

Raleigh-Durham, North Carolina Area

• Developed strategies to assist associates in meeting goals.• Provided daily direction to call center associates.• Created and implemented process improvements to reduce workloads and bolster callback efficiency.• Provided detailed monthly departmental reports and updates to senior management.• Cross trained to assist the Request Processing and Scheduling Team• Investigated and resolved customer inquiries and complaints quickly.• Directed personnel training and mentored team members to promote productivity, accuracy and commitment to friendly service.

Cary, Nc

• Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.• Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.• Supervised 15 call center representatives in providing excellent customer service to callers requiring assistance for healthcare and insurance issues.• Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.• Executed Monthly Performance Plans with representatives to to identify production gaps.

Cary, Nc

Responsible for creating and implementing training programs and overseeing the development of resources. Set performance metrics, evaluated productivity, and helped employees create long-term work goals within the organization for purposes of career advancement. Responsible for overseeing 2 Xerox sites for IBC. Responsible for setting up training classes by opening requisitions, looking for training space, trainer and training schedule.

Newport News, Va

• Applied coaching techniques and tools to support managers and team members in improving performance.• Identified quality trends to investigate system flaws, process inefficiencies and training needs.• Maintained quality assurance procedure documentation.• Determined quality department standards, practices and procedures.• Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.• Executed Monthly Performance Plans with representatives to to identify production gaps.

Middleburg Heights, Oh

• Handled 8 specialty laboratories and assisted the patient's on health insurance benefits, insurance billing and the reimbursement process• Accessed patient information through variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.• Educated patients on health insurance benefits, insurance billing and reimbursement processes.• Answered patient questions and fielded complaints.• Followed up calls made to clients and offered payment plans to help with their medical bills.

Alameda, Ca

Opened new customer accounts, including checking, savings and lines of credit. Processed sales referrals and promoted bank services and products. Established new customer accounts including checking, savings, lines of credit and loans. Balanced daily cash deposits and bank vault inventory with a zero error rate. Researched and resolved customer issues on personal savings, checking and lines of credit accounts. Delivered prompt, accurate and excellent customer service.

Created training manuals targeted at resolving even the most difficult customer issues. Monitoredthe daily activities of up to 20 customer support teams. Developed, implemented and monitoredprograms to maximize customer satisfaction and manage on-site customer service representatives.Addressed negative customer feedback immediately. Effectively communicated with team members to maintain clearly defined expectations.