John Baglio Email & Phone Number

Wakefield, Massachusetts, United States

• Working closely with state clients to understand state statutes, guidelines, regulations, and processes related to unclaimed property claims; ensuring that claims are processed accurately and efficiently in accordance.
• Making recommendations to state clients concerning unclaimed property processes to promote efficiency within the department
• Ensuring that all contractual obligations and SLAs are met and/or exceeded
• Drafting, reviewing, and… Show more
• Drafting, reviewing, and maintaining detailed procedures for specific tasks performed for each state client
• Developing and distributing detailed reports to state clients containing productivity metrics and financial details when applicable; completing monthly reports for invoicing clients

Greenwood Village, Colorado, United States

Newton, Massachusetts, United States

Watertown, Massachusetts

• Coach, train, and monitor team of 20-28 representatives to deliver high standard of customer service while maintaining Service Level Agreements.
• Resolve difficult member and employee inquiries by working collaboratively with other departments.
• Analyze statistics to ensure all representatives meet or exceed department standards.
• Review calls with employees regularly to help achieve more successful customer service interactions.
• Develop, implement, and update best practices… Show more
• Develop, implement, and update best practices to streamline operations, standardize processes, and enhance customer service experience.

Watertown, Massachusetts, United States

• Provided accurate interpretation of benefits, claims processes, and eligibility to members, providers, and employees to build member loyalty and meet corporate goals.
• Performed weekly coaching sessions to provide feedback to representatives.
• Worked with management to improve productivity and develop department growth.
• Created and reviewed workflows for SupportPoint, our department’s knowledge management system.
• Addressed and resolved customer complaints empathetically… Show more
• Addressed and resolved customer complaints empathetically and professionally. Show less

Greater New York City Area

• Reprocessed denied Medicare/Medicaid claims, in addition to verifying patient insurance information.
• Contacted insurance carriers regarding reimbursements and ensuring all information is accurate.
• Updated patient accounts in accordance with federal regulations, including HIPAA provisions.
• Submitted appeals to Medicare and Medicaid with all pertinent medical documentation.

Watertown, MA

• Provided accurate interpretation of benefits, claims processes, and eligibility to members, providers, and employees to build member loyalty and meet corporate goals.
• Performed weekly coaching sessions to provide feedback to representatives.
• Worked with management to improve productivity and develop department growth.
• Created and reviewed workflows for SupportPoint, our department’s knowledge management system.
• Addressed and resolved customer complaints empathetically… Show more
• Addressed and resolved customer complaints empathetically and professionally. Show less

Watertown, MA

• Received and responded effectively to a high volume of incoming telephone calls
• Accessed the most appropriate sources of information and proficiently resolved the members’ concerns
• Provided orientation to members regarding plan benefits, eligibility, and enrollment policies and procedures
• Consistently exceeded position standards for adherence, post-call processing, and quality
• Winner of company-wide “Member’s Matter” idea competition in August 2014

Allston, MA

• Oversee the sales and daily operations of Phantom Gourmet restaurant gift cards
• Manage and supervise multiple kiosks at various malls throughout New England
• Perform personnel actions such as hiring employees and providing employee orientation
• Create work schedules and organize employee time sheets
• Assisting and leading sales with customers on a regular basis

Communications

Industrial And Organizational Psychology