Elizabeth Subia Email & Phone Number

San Diego, Ca, Us

Chula Vista, California, Us

Staff Leadership – Direct staff comprised of three supervisors and 30 Customer Service Specialists in daily operations in call center environment. Proactive in training and coaching staff to enhance knowledge, customer service techniques, creative problem solving and timely resolution of issues to maximize customer satisfaction.Staff Retention – Recognized for training, development and retention of 70% of new hires in Member Services.Customer Response Time – Proactive in setting best practices and standards that has resulted in a “ten second” response time level of 90% setting high standards for service excellence.Continuous Improvements – Adept in identifying and implementing continuous improvements to optimize best practices and standardized processes to ensure consistency, accuracy and enhanced services to customers.Database Administration – Acknowledged expertise as administrator of Bloomfire software, Website Administrator via Sitefinity software while ensuring accuracy and completeness and up-to-date data administration.Regulatory Requirements – Led update of company website to meet and maintain regulatory requirements at all times.

Chula Vista, California, Us

Staff Leadership – Managed daily operations in call center environment with oversight of staff of 36 agents. Staff Training - Proactive in training and coaching staff to enhance knowledge, customer service techniques, creative problem solving, and effective communications to ensure positive interactions with clients.  Focused teaching on conflict resolution and de-escalation of difficult situations to diffuse problems quickly Identified ways to use empathy to build rapport and respect with clients to foster trust and show support Showcased project leadership skills, priority setting and time management with solution-focused strategyWebsite Administrator – Effectively managed website updates, content messaging, and maintenance.Best Practices – Developed and enforced best practices, processes to streamline operations and workflow, while creating structure and uniformity within the department.Knowledge-Base – Developed a knowledge base of articles and other information pertinent to department. Trained other departments in the setup of a knowledge base.

Chula Vista, California, Us

Client Services – Liaison with Medicare customers with response to inquiries, navigation of website and other information via phone calls and home visits. Scheduled appointments in compliance with HEDIS requirements.Continuous Improvements – Identified areas of opportunity for process or procedural improvements to enhance customer service and support.Performance Metrics – Consistently met performance metrics for 40 home visits monthly, completed care plans, and maintained a 90% service level.Staff Supervision –Acting Supervisor when Director was absent.

Chula Vista, California, Us

Client Relations – Conducted customer service and support to Medi-Cal members via phone, scheduled appointments in accordance with HEDIS, and coordinated home visits. Assisted members to meet their healthcare needs.Continuous Improvement – Designed a template for documentation of calls and introduced it to department to improve efficiency and accuracy.Performance – Responded to over 70 calls daily and succeeded in successful first call resolution.

Program Management – Program Manager for all college interns and Cal Fresh Program Educator and event planner for community outreach to provide information and education on food program. Completed applications with recipients and received 90% approvals.Community Outreach – Achieved a success rate of 80% with attendance at health fairs and scheduling of qualified candidates.

Client Relations – Conducted customer service and support to T-Mobile customers via phone and face to face. Performance – Scheduled a minimum of five appointment per day and opened new lines of service with a success rate of 85%

Office Management – Managed daily office administration with oversight of front desk, customer service, patient appointment scheduling, billing and accounting support and other administrative services.Staff Supervision – Supervised staff of two and acted as trainer and mentor for new employees.Continuous Improvements – Improved billing and payments by $3500 monthly; increased appointment scheduling from 3 per day to 6 per day; successfully reduced number of denied claims by 40%.

Master Of Business Administration - Mba, Business Administration And Management, General

Project Management Certificate Program

Bachelor Of Science (B.S.), Human Services, General