• Redesigned policy and procedure and training manuals• Trained new hires and current employees on new procedures to improve efficiency and quality of service.• Handled escalated supervisor calls.• Completed weekly agent performance tracking and coaching sessions for a team of 10 agents.

• Handled Incoming customer calls, providing a stellar service while maintaining above average QA Scores.• Made outbound calls to partners for patient servicing.• Worked in partnership with leadership to create department wide continuing education programs.

• Welcomed customers to the office and provided service when possible.• Helped customers maintain positive payment history by accepting payments over the phone or in person.• Sent out up to date marketing material to accelerate office growth.• Maintained the office to provide processional office space.