Daphanie V. Email & Phone Number

●Analyzes call center data and reports●Forecast and planning of call center operations●Planning of lead and reservation support, so there is no gap in overall coverage. ●Modifying agent schedules to a line with daily forecast ●Develop schedules for the overall call center

Minnesota, United States

● Send out Weekly reports of reservation specialists numbers ● Coach and train reservations specialists on mistakes that were made ● Help answer questions via chats to reservation specialist on things that reservation specialist don’t know or they are unsure of● Handle Supervisor calls when calls are escalated through reservations specialist and does Supervisor call backs to Clients when escalated email comes through Email Inbox.

● Oversees all office operations and all human resources activities for organization by processing vital documentation, obtaining and authorizing new client contracts, leading recruiting, selection, employee relations, payroll, benefits administration, and bookkeeping● Standardized employee training, improved worker knowledge and increased client satisfaction by 100% Chaired monthly meetings with executive leadership to identify opportunities for improvement and establish milestones● Spearheaded business operations by consistently seeking methods to improve profitability through new business connections and revenue generation opportunities by improved networking strategies

● Generated monthly statements to check outstanding balances.● Balanced deposits and credit card payments each day.● Explained plans for treatment and payment options. Offer resources to patient and explain the programs options available● Reviewed and corrected claim errors to facilitate smooth processing.● Created and maintained computerized record management systems to record and process data and generate reports.● Reviewed customer survey information to prioritize areas of improvement with leadership team

• Provide positive and courteous customer service at the reception desk, • scheduling service and over the phone• perform high quality customer services to patients• perform reception desk duties• secure payment for services• perform insurance verification process for billing and payment• perform scheduling and registration and other duties as assigned

● Spearheaded the mail team process and procedure by putting in process and procedures to prevent mail from not meeting Medicare D satisfactory.● Led a successfully launched the mail team Quality Assurance process by auditing outgoing mail done by mail techs and auditing client case files closed out by mail techs.

• Verify member cases in Clinical Review Engine with the member letter to ensure that everything is current and matches. • Used RX Claim to verify any missing information from cases. • Makes sure that all cases were closed in a timely matter so it was meeting turn-around times

Eagan, Mn

• Assist with preparing and files and organizing files for scanning• assist provider relations with data entry• upload scanned contract files into network contract management database • audit contract files to ensure it is being entered into the database accurately.

Bloomington, Mn

• Supervised a team of 5-7 employees• Reconciled sales• performed store opening/closing procedures• trained employees on new process• maintained the appearance of the store• assisted in meeting the store planned sales goal

Pharmacy Technician/Assistant

High School Diploma, High School Diploma