David Wark Email & Phone Number

Litchfield, Nh, Us

Cambridge, Massachusetts, United States

Concord, N.H.

Calibrated, communicated and achieved AHT, Service Level, ACW goals in a 32 person Call Center.Sourced and hired new employees through maintaining positive, productive working relationships with vendor Recruiting Agencies.Improved quality results of Walk-In Center, Mail Room and Call Center Operations by 6% in two months.

Bedford, N.H.

Responsible for end to end provider demographic set up, claims configuration and claims payments.Results:Documented process flowsIncreased project quality results

Salem, N.H.

Responsible for customer service results related to prior authorizations case set up, as well as health related nurse triage callers.Results:Decreased abandon rateIncreased efficiencyTrained new employeesDocumented process flows for new clients

Hooksett, N.H.

Responsible for the direction, engagement and results of 150 Call Center employees, 2 Managers and 10 Supervisors, handling 1.6 million in-bound member calls a year.Process analysis and changes resulted in:Decreased attritionIncreased customer satisfactionIncreased quality Decreased contact rateIncreased efficiency metricsIncreased employee engagement

Hooksett, N.H.

Manager of a staff of 70 employees with a goal of prompt payment of all assigned claims and appeals queues.Process analysis and improvement changes resulted in:Decreased reworkDecreased adjustments per thousandDecreased appeal rateIncreased customer satisfactionImproved employee engagementEfficient integration from Oxford Health Plans to UnitedHealthcare

Hooksett, N.H.

Supervised a team of 15-20 Claims Processors to meet or exceed required metric standards.Results:Decreased suspended claimsIncreased efficiencyReduced claim payment errors as well as total errorsImproved Operations standard procedures