Franchesca Mccoy Email & Phone Number

Melissa, Tx, Us

Melissa, Tx, Us

Pleasant Grove, Utah, United States

Team Lead is responsible for the success of our customers:- Support, lead and foster growth of an international four person team of T1 support specialists - Built and maintain a complete internal knowledge base and SOPs to promote self sufficiency for customer support and other internal departments- Investigate, analyze, and present customer trends via data intake on our cloud-based communication platform- Host weekly huddles to review metrics and identify areas of opportunity to continue to achieve high quality customer support - Be a liason for cross department collaborations to achieve quarterly rocksAs a subject matter expert for LocalMed: - to ensure Tier 1 Reps questions can be quickly answered and client escalations can be handled in a timely fashion.- Identify and propose solutions to key blockers that are keeping individuals and Tier 1 from achieving at a high level.- Foster a healthy team culture by living the company core values, maintaining a customer-centric mindset and align around trained leadership methodologies.- Advocate for our customers and the Support department through fostering relationships with the Support Department Leadership.- Own and coordinate customer escalations from Tier 1 and ensure that all customers reach a successful resolution.

Pleasant Grove, Utah, United States

Gained knowledge to become a product expert in order to best support customers, team members, and internal departments via live chat, email and phone. -Remote troubleshooting-install, uninstall applications-application navigation assistance Collaborate with different teams and roles to implement changes, product launches, and lasting solutions for customers. -Submit product feature requests from customers-participate in brainstorming new updatesEffective communication to provide the best customer service and identify situations requiring escalation to the appropriate channel. -Gather all information/screenshots for escalations to Tier 2 support-Identify potential bugs -follow up on open tickets to ensure the customer is completely taken care ofOverall as part of T1 Support:Maintained a 96% CSAT with 800+ customer reviewsClosed over 3,000 support chatsRecognized multiple times for company core values such as "Ownership Over Order-taking"

Remote

Provide support for management, including solutions development, internal tracking systems, and sales team communicationCustomer support for over 50 clients and their patients - multitask, tactfully handle less than ideal situations, strong problem-solving skillsConfidentiality- handles financial and personal information for clients and their patients appropriatelyDetail oriented- accurately complete supporting paperwork and data entry as required, accurately capture client informationAdapt flawlessly to remote work with empathy, collaborative problem solving, time management, digital literacy, and oral communicationVirtually assist leadership/executive team with assigned tasks and projects under strict deadlinesIdentified issues, analyzed information and provided solutions to problems.Used coordination and planning skills to achieve results according to schedule.Completed paperwork, recognizing discrepancies and promptly addressing for resolution.Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.Skilled in providing product and service information to clients over the telephone.Competent in answering telephone calls in accordance with instructions provided by the clientSpecial talent for scheduling and confirming appointments over the telephone

Plano, Texas, United States

Obtain patients’ insurance information, and ensure that insurance companies verify it.Translate and explain insurance details, and compliance procedures to patients and their families.Prepare insurance education materials and distribute them to patients, to help them understand the basics.Assist patients in the processing of insurance claims, by following up on denied and unpaid claims.Contact insurance companies on the panel, and inquire into the status of outstanding and denied claims.Determine additional documentation required to get claimed passed, and work towards obtaining it.Perform periodic insurance audits and present results and recommendations to the management.Coordinate and liaise with insurance companies regarding eligibility, payments, approvals, and reconciliation requirements.Prepare insurance forms, and associated required documents to be presented to insurance companies.Establish and maintain hard copies and electronic records of insurance certificate files.Coordinate, process, and follow up on insurance payments, and appeal claims.Generate and submit pre-estimate treatment requests, and ensure that they are tracked on time.Ascertain the security and confidentiality of all patient information, regarding insurance coverage.

Carrollton, Texas

Manage doctor’s schedules/employee schedules receive phone calls for patient’s scheduling appointments maintain a even patient flow per doctor call insurance company to verify benefits and formulate an estimate communicate with patient about insurance prepare a pre-estimated quote to the patient before their appointment offer payment plans if necessary schedule lunch opportunities with potential offices/referring doctors handle necessary licensing, N2O, RDA, Doctor check in patients and obtain required documentationverify which services were rendered and charge appropriately when checking out a patient make follow up appointments if doctor calls for itSend accurate end of day reports to the appropriate destination such as our chief doctor attach requirements (xrays..etc) to insurance claim to be submitted in a timely manner communicate with billing department when claims are sent and if corrections need to be madecalculate daily, monthly, and yearly goals to analyze the best way to increase production calculate a monthly budget for supplies such as dental or office necessities

Carrollton, Texas

• Prepares treatment room for patient by following prescribed procedures and protocols.• Prepares patient for dental treatment by welcoming, comforting, seating, and draping patient.• Provides information to patients and employees by answering questions and requests.• Provides instrumentation by sterilizing and delivering instruments to treatment area; positioning instruments for dentist's access; suctioning; passing instruments.• Provides diagnostic information by exposing and developing radiographic photographs. • Maintains patient appearance and cleaning and polishing removable appliances.• Helps dentist manage dental and medical emergencies by maintaining cpr certification, emergency drug and oxygen supply, and emergency telephone directory.• Documents dental care services by charting in patient records.• Maintains patient confidence and protects operations by keeping information confidential.•Maintains safe and clean working environment by complying with procedures, rules, and regulations.•Protects patients and employees by adhering to infection-control policies and protocols.•Ensures operation of dental equipment by completing preventive maintenance requirements; following manufacturer's instructions; troubleshooting malfunctions; calling for repairs; maintaining equipment inventories; evaluating new equipment and techniques.•Maintains dental supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies;verifying receipt of supplies.•Conserves dental resources by using equipment and supplies as needed to accomplish job results.•Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.•Contributes to team effort by accomplishing related results as needed.

Carrollton, Texas

• schedule marketing lunch opportunities with potential offices/referring doctors • coordinate appropriate routes for employees/follow up with potential new offices • create ideas for marketing per month within a reasonable budget • coordinate office events such as luncheon/meet and greets • book catering/reservations for marketing and office event • monitor feedback on new referring dentists/maintain relationships

Bachelor Of Arts - Ba, Biology/Exercise Sports Science

High School Diploma

Activities and Societies: Student athlete