Keith Affeld Email & Phone Number

Sparks Glencoe, Maryland, United States

•Leads a team of 25 employees in a 13-queue inbound call center fielding an average monthly volume of 16,000 calls.•Analyzes daily, weekly, and monthly call center metrics to determine queue priority, and to track performance and create proactive customer service care strategy by utilizing the call distribution software reporting.•Monitors individual progress to provide one-on-one, on-going coaching and motivation to engage the customer service team to achieve objectives by providing tools, encouraging best practices and individual/team development, to achieve business goals.•Uses critical thinking to perform qualitative and quantitative analysis to make sound decisions.•Provides customer service and de-escalates situations on complex, time sensitive, escalated issues that are most often sensitive in nature relating to calculation of medical claims, and monthly pension check processing and adjustments. •Conducts the hiring process through interviews and makes the selection of all qualified candidates.•Manages the web-based Q&A portal on the company website to ensure timely and accurate responses to customers and healthcare providers. •Responsible for developing the Assistant Supervisor.•Monitors and evaluates Customer Service Representative performance levels to ensure delivery of accurate policy information to customers and medical providers.•Responsible for employee performance management and submitting annual performance reviews for approval with subsequent delivery of reviews to Customer Service Representatives.•Conducts weekly meetings with Call Auditors to discuss Customer Service Representative audit performance.•Complies with annual certification on HIPAA privacy rules and regulations.

Sparks Glencoe, Maryland, United States

• Closely monitored Team Leader and Trainer and reported to supervisor weekly.• Gave feedback counseling for performance reviews.• Managed and answered queries from customers and healthcare providers, via the online portal on the company website. • Conducted training of Team Leaders and Trainers on benefit plan changes.• Back-up for supervisor duties.• Consistent interdepartmental collaboration to resolve call queries.• Assisted in the development of the departmental Standard Operating Procedures.• Time off approvals and time card punch corrections in the web-based payroll system.• Participated in developing training programs to further enhance knowledge and build confidence of the team members.• Composed meeting agendas and conducted weekly department meetings.• Participated in the interview selection process.• Compiled and maintained the monthly departmental Critical Markers Reports.• Maintained the company call center training manual by making the necessary edits when needed.

Sparks Glencoe, Maryland, United States

• Trained all Customer Service Representative new hires. •Cross-trained existing Customer Service Representatives on new call-queues, and medical and pension policy changes.• Consistently maintained a monthly call volume to meet the call center goals and call metrics.• Interdepartmental collaboration to resolve complicated medical claims processing and adjustments.• Demonstrated the ability to effectively communicate firm knowledge of the different plans of benefits to coworkers, customers and medical providers when there are questions.• Collaborated with the Assistant Supervisor in the maintenance of the call center training manual.

Sparks Glencoe, Maryland, United States

• Answered inbound phone calls from phone queues in a call center environment.• Assisted customers and providers with verification of benefits, resolved monthly pension check related processing issues, and explained complicated medical claims processing calculations.• Worked closely with call center management to increase customer satisfaction by proactively resolving customer concerns to prevent escalated calls.• Performed quality control checks by verifying account accuracy through work flow processes, and confirmed that security procedures were followed during phone calls, to protect customer privacy.• Prioritized phone wrap-up work while maintaining daily call metrics.• Provided customer education regarding their medical and pension plans.

Sparks Glencoe, Maryland, United States

• Processed a high volume of electronic and paper medical claims.• Coded medical claims for payment utilizing internal benefit coding system.• Familiar with CPT and diagnostic coding.• Responsible for learning the different benefit plans.• Strong PC and keyboarding skills.

Hunt Valley, Maryland, United States

• Successfully obtained the Mid-Atlantic Adjuster’s State Licenses for South Carolina, North Carolina, Delaware, Virginia, West Virginia, and Maryland.• Conducted on-going investigations to determine customer liability for McDonald's Corporation fast-food locations by taking first and third party recorded statements.• Conducted on-going investigations to determine liability regarding automobile accidents for PHH Corporation by taking first and third party recorded statements. • Negotiated and settled third party bodily injury cases for McDonald's Corporation and PHH Corporation. • Consistently met customer service and claim handling standards with a monthly claim closing ratio of 80% to 90%.