Emily Fox-Squairs Email & Phone Number

Responsible for the analysis functions of the Provider Customer Service Program activities for Medicare Jurisdiction 6 (J6) and Jurisdiction K (JK) Part A/B, Home Health and Hospice (HH+H) providers. This includes adhering to applicable Medicare policies and CMS regulations as well as ensuring that all contractually-required deliverables are met across all of our call centers.

Special assignment focused on improving our self-service technologies. I managed a team that was responsible for developing, testing, and implementing process improvement solutions for self-service systems. During this time, our customer satisfaction with our self-service technologies improved 20 percent. This was the highest improvement since the inception of our self-service tools.

Coordinate, develop, and implement educational programs to the healthcare provider community. Educate providers as mandated changes are implemented, monitor affects of changes, and resolve issues to meet expectations. Manage cultural differences, and develop strategies that not only address the culture differences but also bring standardization and consistency to all of our sites. Act as the Web site Point of Contact to make sure all material is reviewed, approved, and 508 compliant prior to being posted to our Web site and/or used as educational tools.

Led a team of up to 35 customer service representatives in developing in-depth knowledge of the Medicare Part A, Home Health and Hospice programs to support multiple functional operations. Focused not only on financial objectives, but customer service, operational improvement, and application of innovation and technology goals to improve overall performance.

Bachelor Of Science (B.S.), Double Major: Business Administration, Management & Operations And Human Resources, Graduated Summa Cum Laude With A 4.0 Gpa

Associates, Humanities

Associate Of Arts (A.A.), Liberal Arts And Sciences, General Studies And Humanities

Courses taken at Syracuse University were used towards my A.A. received at Onondaga Community College.