Eudalia Lee Email and Phone Number

Performs common office related tasks such as filing, faxing, and copying.Accurately and effectively performs cash and credit transactions for services rendered.Developed, implemented, and managed tracking system for patients while in our care.Preformed Financial counseling with patients on a weekly basis to ensure a low unpaid patient responsibility of less than 2%.Performed crisis management when a patient entered facility under the influence and coordinated safe transportation.Case management to include, requesting ROI's, Coordination of Care, Referral Management and process medical record request all according to HIPPA and CFR 42 part2. Assisted patients and family members with finding the appropriate level of care wither with Valley Hope or not. Deescalated phone calls from unhappy patients and family members.Answered multi line telephone calls.Assisted in the strategy and implementation of Telecare during the COVID 19 pandemic. Worked closely with the IT department to stream line the Telecare process.Managed the Interns schedules, tasks and conducted trainings.Created process to effectively organize, store and locate paper charts.Attended quarterly trainings to comply with company and joint commission. Reviewed medical records to determined the appropriate level of care. ie: Substance abuse evaluation, Treatment summary and or Psychological Evaluation.Assigned patients to counselors according to their specific need.Created and managed patients in EHR, Citrix and KIPU. Identified barriers in current process and developed more efficient procedures and protocols. Administrative Lead for all VA patients, to include all verbal and written communication with VA representatives.Collected data to assist Program director in leadership reports and performance improvement projects.Managed and tracked the appointment calendar for all counselors and support staff.

collect UA samples and ship to lab for testing.

Analyze charge off accounts to verify if balances are in fact due and payable.Accept Incoming and place outgoing calls to customer’s informing them of various concerns regarding their account to prevent any fraudulent activities. Also educating customer on usage, billing, and end results to any investigations that have taken place.Research and analyze account thoroughly to minimize loss due to usage or fraud

 Consistent top performer in total saves, saves conversion, adherence, productivity, and after call work metrics. Effectively handle escalated calls from customers and agents requesting to disconnect service, billing concerns, issue credits, troubleshooting, and upgrades.  Assist in training Customer Service and Retention agents with questions regarding processes, navigation and billing.  Sort and research written request to leave the company. Reached out to customers and attempted to retain to their business using the company retention process.  Maintained 90 percent or higher QA average. Y-cord with agents on weekly bases to observe their techniques and look for coaching opportunities to better the customer’s experience, as well as help agents improve themselves. Lead and assist with huddles, send stats daily through email, update white board, send correspondence to team. Create team building quizzes and job aids.

Provided support for several clients with questions and concerns regarding their cable service.Troubleshooting cable, internet and phone service. Handle billing concerns, issue credits, upselling/upgrade, retaining customer as well as create new account.Handled escalated situations for different clients and assisted agents with questions and concerns