Processing, verifying, and posting payments.Researching and resolving account discrepancies.Processing and recording transactions.Maintaining records regarding payments and account statuses.Obtaining information from other departments to ensure records are accurate and complete and that accounts receivable ledgers and journals are up-to-date.Review accounts, client payments, credit history, and develop new or better repayment terms.Performing administrative and clerical tasks, such as data entry, preparing invoices, sending bill reminders, filing paperwork, and contacting clients to discuss their accounts.Generating reports and statements for internal use.Created internal standard operating procedures for the accounts receivable department.

Provide concierge and white-glove level service, removing burdens and providing end-to-end resolution for customers.Serve as a single point of contact for the customer and form a strong relationship to support them.Own problem through to resolution on behalf of the member in real time or through comprehensive and timely follow-up with the member.Research complex issues across multiple databases and work with support resources to own the resolution of all customer issues and anticipate their future healthcare needs or potential opportunities to improve the experience.Respond to and own consumer inquiries and issues.Conduct proactive research on assigned member accounts to identify service issues.Identify gaps in processes and work closely with other departments for process improvement.Provide education and status on previously submitted pre-authorizations or pre-determination requests.Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance.

• Provided day-to-day expertise and guidance to the GateHouse Subscriber Services (GSS) staff. • Implemented customer service process improvements for central optimization, to better assist with one call resolution. • Supervised total department call volume of 1500 calls per day. • Managed team as a central repository of real-time operations updates. • Responsible for the development, implementation, monitoring, and maintenance of department policies, procedures, and special projects. • Responsible for assuring that standard process discipline is adhered to and assures that high-performance work teams are developed through coaching, mentoring, and daily shift briefings. • Created a work environment that facilitates learning and personal growth. • Practiced effective coaching skills when dealing with staff issues: gave guidance and support; offered encouragement; offered suggestions to resolve issues; provided the resources and tools they need; removed obstacles that keep the staff from achieving their goals. • Documented disciplinary action in a timely manner, and followed a disciplinary progression, if needed, in coordination with Human Resources. • Conducted timely, comprehensive annual performance evaluations. • Provided frequent, informal performance feedback to all staff members. • Participated in the development and fulfillment of the GSS Department's goals and strategic plans. • Ensured that own work, as well as work of any employees supervised, was in compliance with applicable laws, regulations, and guidelines, as detailed in policies located on the Company intranet. • Managed department schedules to maximize coverage during peak hours. • Prepared daily documentation and logs, including weekly reports detailing activities. • Oversaw training of new team members and mentored each to promote productivity, accuracy and friendly service. • Answered customer requests with friendly, knowledgeable service and support.

• Oversaw the scheduled monitoring, scoring and quality assurance calibration of the customer service vendor, ensuring key performance metrics are met. • Monitored emails, chat, and social media contacts. • Organize and batch various data entry tasks - new order entry, EZ Pay, credit card updates, verification, fulfillment, and order routing among internal customer relationship assistants. • Coordinated and facilitated weekly calibration sessions with Tier 1 call center. • Weekly review of agent roster, monitor calls and QA transactions for specific reps, create and complete weekly/monthly reports by agent with calibration scores. • Reporting of all research/review areas - weekly summary. • Completed monthly call center report. • Responded to common inquiries or complaints from customers or other employees of the company. • Create QA manual with tasks listed, with instructions and examples • Consulted with management and personnel to educate on QA standards and ensuring all standards were met. • Collaborated with management to discuss effective plans that need to be implemented to solve major quality problems. • Ensured QA procedures were being followed and that work schedules were maintained. • Drove profitability by developing long-term client relations and implementing accurate and secure standards. • Diminished financial discrepancies by managing P&L and budgeting to ensure optimal profitability. • Trained end-users on software and hardware functionality, best practices and protocol.

Began my career with Huntington as a part time teller and worked my way up to Teller Supervisor. Duties included customer service, teller transactions, reporting, auditing, balancing, hiring and terminations, basic human resource functions within the bank branch, direct liaison between the Teller's and the Branch Manager.