David Cullum Email & Phone Number

Manage call center functions for the Western, Southwest, and Mountain regions. Built customer service training platform as well as processes. I currently lead a staff of 10 Benefit Specialists. Responsible for development, quality control, including call audits, letter review, reskilling of agents, etc. Projections to assess phone coverage and staffing needs. Build and strengthen relationships with insurance carrier partners. I have developed a platform that provides for top-notch service with happy employees. My philosophy is simple: Don't expect an employee to do something that you yourself have not done. Lead by example and focus on quality prevents turnover in a call center environment.

manage day to day activities for call center operations. monitor calls for quality control, open call volume, and act as a resource for difficult calls and escalated concerns.

Assisted with escalated claims, benefit interp./general customer support for life/health/ltd/std.

Greater Seattle Area

Assisted RN staff with case management cases. Composed all letters for RN's and assigned severity of case, (low, Med, High). Loaded and pended authorizations to medical staff for approval

loaded referrals for managed care plan. Pended authorizations requiring nurse/MD review to medical staff.

strengthen relationship between member services and the health plan. developed and instituted the middle of care PCP change workflow to reduce the amount of primary care physician changes while in the middle of care. Saved the healthplan an estimated $1-$2 million by preventing fee for service or multiple capitation payments.

Member Services specialist taking in-bound phone calls. Answered queue for Northern CA, Southern CA, WA, OR, and Utah as well as all national accounts. took, on average, 120+ phone calls per day. dedicated to providing top notch service while maintaining quality and queue statistics