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.
• 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

• 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