Gerald Stinson Email & Phone Number

Danvers, Massachusetts, United States

• Traveled to U.S.-based hospitals to provide credentialing services on an assignment-basis
• Improved file-turnaround time from 45 to 21 days at Hartford Healthcare, exceeding the 33-day goal
• Increased file completion per month goal from 9 to 21 files, over the goal of 15 files a month
• Coordinated site investigations, documented issues, and escalated to executive teams as needed
• Tracked expiration dates on licenses and documents, communicating with staff to avoid late filing
• Received and evaluated applications to look for missing and inaccurate information

Decatur, Georgia

• Ensured staff completed credentialing applications for hospital privileges in less than 90 days
• Audited 160 records each month to ensure specialists obtained documents required by hospital bylaws
• Led quarterly staff training initiatives on internal technologies including the CACTUS Software
• Collaborated with CACTUS software vendor to resolve any staff and applicant issues
• Evaluated employee performance on a quarterly basis and conveyed constructive feedback
• Defined clear targets and objectives and communicated to other team members

Decatur, Georgia

• Helped train new credentialing verification specialists and mentored newly onboarded staff members
• Audited physician and provider DEA licenses on a monthly basis to identify soon-to-expire licenses
• Prepared for audits from the Joint Commission, Managed Care, and other state agencies
• Received and evaluated applications to look for missing and inaccurate information
• Conducted primary source verifications such as background checks and board certifications
• Acted as a staff member advocate, supporting credentialing verification specialists to resolve conflicts

Intel Security

Effectively managed a 25 seat high volume, inbound 24/7 call center providing software technical support, customer service and product up-selling.Ensured optimum staffing levels each day and intra-day through effective forecasting and scheduling utilizing IEX’s TotalView Small Center system.Assured new and existing employees were trained with the necessary.

Atlanta. GA

Responsible for the supervision and performance of 25 Technical Support Representatives in all activities, including those which contributed to the support and troubleshooting of technical issues related to customer’s website performance.Analyzed and monitored daily telephone activity to ensure compliance with performance standards.Planned and organized.

Developed and managed a 45 seat inbound/outbound call center consisting of front line agents, team leads and supervisors with a main objective of customer retention and loyalty.Coordinated and managed outbound calling projects that were implemented on an E-Share predictive dialer.Created and implemented individual development plans for direct reports.Wrote.

Responsible for the supervision and performance of 15 Customer Retention Specialist in all activities, including those which contributed to the acquisition, and retention of customers.Analyzed and monitored daily telephone activity to ensure compliance with performance standards.Planned and organized work flow.Established and communicated goals resulting.

Responded promptly and thoroughly to support inquiries via telephone and email.Acted as first point of contact for customer concerns on billing, compliance and product/service inquiries.Educated customers on features and online help resources available to enhance their overall experience with their Internet service.Independently resolved customer support.