Jermaine Reed Email & Phone Number

Memphis, Tennessee, United States

Helped create the Care Support team and grew the department from a 6 Care Support Specialist to 60. Managed the Care Support Specialists (CSS) assigned to support RN’s, FNP, Clinical managers, Clinical Directors, and Regional Vice Presidents. Participated in the education, training, and development planning of assigned resources in close collaboration with locally based operational leadership and market-based clinical leadership.Administrative management of the Care Support team, including PTO requests, 1:1s, continuous improvement opportunities, and call coverage for required shifts. Worked in conjunction with national and regional leadership to assisted in writing and refining policies and procedures within the scope of the Care Support responsibilities.Fostered and maintained relationships between local Interdisciplinary Care Teams and the virtual Care Support team.Ensured Care Support teams consistently and accurately follow expectations regarding processes and procedures, including triage and escalation processes, focused to maximize program outcomes.Ensured Care Support team members’ responsibilities are being completed accurately and timely. Increased referral turnaround times by 2-3%. Monitored Care Support calls to assess competency and determine training, coaching and development opportunities.Created management reports to determine performance challenges and improvement opportunities and address appropriately.Handle escalated and unresolved issues that may require deviation from standard procedures or require extensive research for resolution

Greater Memphis Area

Oversee our growing basketball league Organize daily free play Monitor basketball activities

Greater Memphis Area

Guided program(s) per the scope of work, program, and standard operating procedures within the contracted budget by controlling expensesFacilitated day-to-day activity of the program operation, including supervision of staff to ensure only regular hours are worked, plus reduce overtime hours workedDevelop the team of front line employees assigned to the program(s) Monitor program statistics and metrics, plus maintained a level of productivity 13% above the goalResolve complex cases and act as assigned liaison to client contactsParticipate in interviewing prospective employees, evaluating current employees, and train employees as neededDevelop and mentor current employees and tracks their compliance to quality, service, and production standards Coordinated with (Sr.) Manager to develop and communicate strategic business work plan goalsAssist with the analysis and writing of client reports and other deliverables Facilitated the presentation of program information to internal and external customers Handle escalated and unresolved issues that may require deviation from standard procedures or require extensive research for resolutionProvide assistance with complex reimbursement investigations, prior authorizations, and appeal requests

Greater Memphis Area

Ensured the identification and implementation of improvements to workflow process and customer service/retention efforts; coordinates with staff and other departments regarding improvement feasibility and changes in technology as a means to enhance productivity.Managed individual career development; fosters overall employee career development; coaches less-experienced staff members. Ensured agents are trained and informed on all product issues.Conducted performance reviews, selects candidates for promotion and manages performance improvement plans as necessary; evaluates compensation and determines adjustments; fosters an environment in which others are encouraged to be innovative and are rewarded for innovation. Assisted with recruiting efforts to fill individual positions and selects candidates for hire.Communicated in a professional manner the Company’s strategy and work group’s project plans, goals and status to others; communicates departmental and project strategies within area of influence; channels strategic ideas and other input from staff to senior levels.Ensured all customer service activities support and strengthen the strategic objectives of the overall organizationDeveloped and measure key performance indicators to determine and improve the effectiveness of all customer service activitiesPrepared or oversee the preparation of reports and statistics related to the customer service activitiesAnalyze customer service related information and evaluate the results to choose the best resolutions and alternatives to customer service challenges, and to identify opportunities to improve customer serviceProvided customer service personnel with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently. Provided guidance on how to escalate complaints/disputes within the organizationIdentified opportunities to add value beyond problem resolution to relevant business areas.

Greater Memphis Area

Analyzed customer requirements and developed efficient relationships Ensured optimal utilization of all software applications for customer accounts Established debt collection procedures and set weekly performance goals Regulated complex situation for collection process Maintained and ensured compliance to all FDCPA security policies and regulations Supervised a team of 8-20 employees and monitored collection activities Interviewed, hired and trained new quality account recovery specialist Assisted with settling delinquent accounts and resolving credit issues Performed regular internal audits to ensure compliance with industry regulations Coordinated collection efforts independently and as part of a teamResearched accounts receivable and consulted with insurance companies to institute settlement of accounts Consistently exceeded collection totals between 17% - 26% each monthResearched and resolved incorrect payments, EOB rejections, and other issues with outstanding accounts Advised delinquent clients of Mini Miranda rights/FDCPA

Greater Memphis Area

Handled adjustments on client claims for outside service Built strong relationships with existing accounts, providing services when necessary Organized light bookkeeping and arranged servicer contracts for employment with GE Revised profiles with payment increases and/or deductions Assisted customers with purchasing GE appliance parts Conducted trouble shooting issues with techs and outside customers for GE appliances Worked collaboratively with cross-functional departments, from production to receiving to communicate and resolve service issues Handled and resolved any complaints or concerns from customers

Greater Memphis Area

Provided a welcoming and organized facility for customers Managed total store level operations, including staff hiring, training and evaluation and work schedules assumed store manager responsibilities when necessary Monitored sales benchmarks and increased retail sales plus productive to over 40% Handled budget planning and tracking, accounting and payroll Coordinated inventory control, receiving; merchandising and store maintenance Received company’s highest sales award four years in a row

Greater Memphis Area

Provided a welcoming and organized facility for customers Managed total store level operations, including staff hiring, training and evaluation and work schedules assumed store manager responsibilities when necessary Monitored sales benchmarks and increased retail sales plus productive to over 40% Handled budget planning and tracking, accounting and payroll Coordinated inventory control, receiving; merchandising and store maintenance Received company’s highest sales award four years in a row

Greater Memphis Area

Supervised a group of 10-20 employees in loading/unloading, data entry, and document handling while increasing production numbers by 22% or higherConfigured and disabled operating systems enabling package tracking and scanning.Conducted interviews, screenings and onboarding for potential employees Worked cooperatively in a diverse work environmentPrepared and managed safety procedures in accordance with Company, OSHA, and DOT guidelinesImplemented security and loss prevention procedures Prepared and implemented action plans to ensure the service center achieves planned productivity, load average, cube utilization, and service targets.Worked with Central Dispatch to develop a linehaul plan to effectively and efficiently move freight to destinations within Company service standardsScheduled employees in accordance with hours planning, the Company’s run bid process, and service requirements Increased employee retention by 13% for 2000 by establishing an effective mentorship and orientation program

Business, Management, Marketing, And Related Support Services

Diploma, Business Administration And Management, General