Joanne Epps Email & Phone Number

Assist Manager with the overseeing of daily operations forour Preferred Provider Organization. Developed a functional network design. Train and supervise 10+ customer service reps and clerical support. Foster an environment in which members and providers benefit from high levels of service and employees are motivated to deliver top performance. Managed productivity to ensure accurate data entry for distribution of Provider directories and web site accuracy Accomplishments:Reduced staff turnover by 15% in 2008, benchmarking a record-setting improvement in staff retention due to the success of employee-development and morale-building programs.Created and implemented an official training and education manual never before used within the organization for new hire training.Developed daily reporting of production to the manager and identified where the deficiencies within the department occurred. Reconstructed and redeveloped the entire recredential process for existing providers, by creating a flow from beginning to completion. This development increased departmental production by 50%.

Managed the staffing efforts of nursing and allied professionals. Developed and maintained a rapport with outsourced contracted facility staff for consistent scheduling. Increased company revenue by being consistent in assignment placement. Negotiating contracts for long term care needs and permanent placement. Managed employee payroll, benefits, and credentials by ensuring all staff remained compliant with Joint Commission standards. Accomplishments:Introduced training programs that enhanced employee performance and helped build a motivated workforce.

Conduct oversight of 15-20 Call Center Representatives in a high volume, in-bound call center environment. Maintained 98% monthly cash and product goal by providing representatives with consistent education, coaching sales technique, communication enhancement and goal setting. Provided daily, monthly, quarterly and annual reviews to increase performance standards. Responded to difficult call situations, and written correspondents. Managed customer statement inquiries regarding balance transfer request, finance charge adjustment and fees.

Education record

Continuing Education-Medical Billing and Coding Program MBNA America, NA 07/2005 Credit Lending Procedures Training: Completed numerous.

Degree Towards, Business Management

Marketing