John Baldi Email & Phone Number

Louisville, Kentucky, United States

Louisville, Kentucky Area

I am responsible for leading the success of five direct reports, as well as an offshore team of four associates. We ensure healthcare spending account claims are processed quickly, efficiently, and with outstanding quality. As we seek opportunities to grow our business through perfect service, and simplifying our product.

Louisville, Kentucky, United States

Louisville, Kentucky Area

I create and monitor a series of reports to identify areas for improvement within the systems and processes. I take the lead of implementing these improvements… this could be by designing a new process, coaching associate(s), working with IT and system architects to change the system, etc. I also forge new relationships with other departments and outside vendors to reduce pain points in the customer experience. I continually look for new ways to reduce cost, remove inefficiencies, and all without sacrificing the consumer experience. In short my role is to sift through mounds of data to find problems, determine the best way to fix the problem, and see that the corrections are executed while managing a wide range of diverse relationships to ensure that everyone is working towards the same goal.

Louisville, Kentucky, United States

Louisville, Kentucky Area

I was a subject matter expert for one of my department’s most important clients. I was moved to this position to improve the experience of others working on this clients claims. I moved into additional responsibilities such as training new associates and working special projects. I later took over all of the departments Grievance and Appeals. We received over 1000 appeals a year and it took 1 person 40 hours a week to process them. I redesigned and simplified the process, identified multiple problems within the department and began to correct those. Today, the department receives less than 150 appeals a year and it takes 1 person 1 hour each week to process.

Louisville, Kentucky Area

An entry level position that I quickly excelled at. I assisted my leadership with coaching other associates on how to handle irate customers and how to turn a negative customer experience into a positive experience. When members demanded to speak with a supervisor I would take these escalations despite not being a member of leadership. I became a subject matter expert on high profile clients and trained other associates to take calls for these clients.

Master'S Degree, History, 3.925

Master Of Arts (M.A.), History, 3.925 Gpa

My studies focused on the political development of the west (Europe and the Americas) from approx. 1750 to today. I also studied.

Bachelor'S Degree, History, 3.145

Bachelor Of Arts (B.A.), History, 3.145 Gpa

I completed my Bachelors while putting myself through college working full time at nights. My major was in history but I also completed.