Gwen Watson Email and Phone Number

•Effectively manage and monitor the daily operations of intake to ensure quality requirements, service levels, and standards of excellence are maintained at all times•Manage and motivate a work team to achieve team objectives, including meeting the company’s standards of production and quality while maintaining applicable turnaround times and standards as may be set by management•Ensure provider inquiries that have been received by the escalation and UHC case resolution department are addressed in a timely manner•Review daily individualized reports reflecting daily production and quality in order to accurately measure and monitor predetermined company, position and individual goal•Responsible for the management, review and submission of multiple projects•Created and updated SOP’s for policies and procedures•Mentor team leads/supervisor to achieve full potential•Facilitate team staff meetings in order to review and implement processes that allow for smooth and efficient operations•Ensure a timely acknowledgement and response to all authorization documents received providing appropriate feedback to address processing

•Prioritize and organizes own work to meet agreed upon deadlines•Hired trained, coached and evaluated assigned staff; set objectives and consistently measured and analyzed individual and team performance •Remain readily available for questions from the staff with entering and/or approving authorizations•Manage the referral process of incoming and outgoing referrals, as well as prior authorizations •Daily review of all reports including average handle time, quality, attendance, and authorization report •Conduct and deliver quality audits daily to the staff •Deliver and write monthly and yearly performance reviews•Develop and coach agents on areas of opportunity and achievement of their goals•Ongoing communication and collaboration on all levels

Identified and escalate return issues outside established guidelines to the appropriate party to provide superior customer service. Created a Service Request on all activities upon receiving the request adding activities and attachments as needed.Documented and maintain records for any research issues, including requesting tracers, PODs, or call tags when appropriateEntered credit and debit issues using the correct procedures and justification into the ship error database. Utilized all necessary internal applications, including, but not limited to: DCS, Product Vision, Returns Suite, Application Network, Ship Error Database, Siebel, the Internet, Intranet, e-mail, Word and ExcelFollowed departmental guidelines for methods of research and accuracy