- Served as the primary point of contact for managing escalated and complex provider requests, ensuring effective cross-functional collaboration- Successfully led, evaluated, and empowered a high-performing remote team.- Provided live coaching, conducted 1:1s, and provided feedback- Leveraged Quality Assurance platform Aprikot to provide consistent and actionable feedback.- Fostered trusting relationships and supporting the professional development of my direct reports- Took a leadership role in cross-functional projects to enhance access issue resolution strategies andescalation processes- Consistently achieved team and individual goals, including OKRs, metrics, and KPIs- Regularly iterated processes using collected hard data and team feedback to refine SOPs- Played a key role in defining and evolving team metrics and SLAs, contributing to continuous improvement efforts- Actively participated in and managed the hiring, onboarding, and training process.- Identify recurring trends, suggest solutions, and work on resolution implementation- Built workflows and processes to scale for efficiency and excellence

Training Responsibilities:- Delivered trainings to newly hired, and tenured team members and facilitated onboarding- Designed training in a Learning Management System (Workramp), as well as developed classroom-styletraining- Trained team during a period of growth representing an increase of ~80% in team size and encompasses both internal hires as well as hires from our BPO teammates at Partner Hero- Implemented requests for new training and knowledge needs using a multifaceted approach- Monitored trainee progress and coordinates follow-up reviews as needed - Assessed trainee engagement and mastery, track feedback and note areas to focus on for individual coaching and to identify knowledge gaps in training- Communicate training needs to management and consistently look for ways to iterate and improve training processes meet the changing needs of the organization- Maintain a database of all training and knowledge materials- Built workflows and processes to scale for efficiency and excellenceOperations Responsibilities - Negotiate contracts to ensure in-network billing for doctor's offices and hospitals to the company's and patients' advantage- Respond quickly to new provider requests from members and manage negotiations to satisfactory resolution- Identify and develop ways to improve access issue resolution strategy, as well as manage the accessescalation process- Work collaboratively with network and repricing partners to build and maintain efficient operations

- Analyzed and answered the inquiries and needs of customers simultaneously regarding payroll, compliance, and health insurance over phone, email, chat, and Slack.- Synthesized complex ideas into simple but thorough explanations- Regularly counseled company administrators and employees on best practices regarding health care,including initial plan selection, company renewals, and qualifying life events.- Handled customer inquiries and suggestions courteously and professionally.- Provide expert-level support, guidance, and troubleshooting to customers around- Contributed recommendations for improving our product and processes while advocating for customers- Other duties as needed based on department and/or organizational needs