Provide vision of project objectivesAdvocate for providers/customers during the clinical review process Coach and helped develop team members; help resolve dysfunctional behaviorAssure that team members have the necessary education and training to effectively perform job dutiesFacilitate problem solving and collaborationIdentify, analyze, and report potential issues with pending cases and review processReview audit results with Intake Coordinators Create living documents, SOP, DES, and FAQ for Intake CoordinatorsEnsure discussions and decisions lead toward closureCommunicate team status, task accomplishment, and direction to SupervisorsServe as a focal point to communicate and resolve interface and provider issues and escalationsProvide guidance to the team based on management direction

Designated as New Hire Preceptor to assist management with candidate selection and trainingCompleted notification wizard along with ICD-9/ICD 10 and CPT Coding Provided excellent customer service to both providers and enrollees Resolved customer service inquires which included: Enter notifications, Providing status of existing notifications, and determinations if notification is requiredResolved provider and co-worker questions and/or issues Assist with offline supportHelped design audit tool and criteriaCommunicated with supervisors audit results and workflows, and recommend changes in operations to improve production and client satisfactionProvided feedback to agents on all evaluations to produce successful results Audit/Evaluate agent performance daily by monitoring and documenting calls and fax (inbound, outbound)

Prepared order entry batches and managed tracking systemPrioritized orders for order entry which increased productivity by 30%Created and assigned inquiriesPerformed QA on existing orders

Created and controlled all educational programs of over 90 students Increased math and reading averages by 20% and 24% respectivelyManaged labor expenditures and profitability according to budget Consistently kept labor under 25%Created multiple avenues for positive sales growthSecured ongoing sales upward to $10k per student Created marketing strategies to revitalize image within the communityDeveloped training materials for new hires Supervised, trained, hired, and/or terminated all part time staff of approx. 14-18 per center