Kellie Ploch Email & Phone Number

Williamsville, Ny

Provides administrative support to the Utilization Management department, including medical review and behavioral health. Provides the first line of defense in the prior authorization review process, which includes reviewing for both eligibility and benefits. Responsible for the intake of clinical information, data entry of requests, preparation of the documents for the clinical reviewer within regulatory and departmental guidelines and requirements. Makes outbound calls for further clarification when needed. Calls both members and providers with notifications regarding authorizations and appeals.  Consistently a top performer in both productivity and quality metrics. Assists in training and coaching new associates.  Regularly asks to be challenged by taking on new responsibilities.

Tonawanda, Ny

Handled approximately 75 incoming calls a day from established members. Set up commitments for members whose issues required more assistance and then kept in contact with member until issues resolved. Assisted members in understanding their medical health benefits and understanding their claims. Make outbound calls to providers and facilities to rectify claims and review services for members. Handled more complex levels of transactions with very limited supervision to complete daily tasks and duties. I regularly took the opportunity to assist other team members in coworkers when needed.   Won multiple awards for high stats and customer satisfaction. Selected to be the team Compassion Champion for 12 months Culture Ambassador member since 2014.  Proven decision-making and analytical skills Strong ability to multi-task and work well under pressure of deadlines Assisted in training and coaching of associates as an OJT coach and floorwalker

West Seneca, Ny

Single point of contact for both default and non-default mortgage loans. Managed customer portfolios and coordinated with the underwriter for underwriting of residential loans. Regularly conducted debt counseling. Verified conditions for loan modifications including asset verification, income analysis, including tax and credit inquires. Handled more complex levels of transactions with very limited supervision to complete daily tasks and duties. Was selected to receive Star Award for exceptional customer service. Proven decision-making and analytical skills Strong ability to multi-task and work well under pressure of deadlines Assisted in training and coaching of associates.

West Seneca, Ny

Worked on an automated dialer system to service delinquent mortgage loan customers. Work with customer to pre-qualify them for potential modifications. Negotiated appropriate workout resolutions for customers and investors. Continuously met and exceeded monthly improvement expectations and growth quotas.• Operated up to 10 databases and financial systems successfully on a daily basis to achieve maximum productivity. Successfully worked within state and federal collections guidelines.

West Seneca, Ny

Provided support to 30 to 120 day delinquent credit card customers with multiple accounts via telephone. Work with customer to find best solution to help them repay their debt. Made over one hundred out bound calls on a daily basis. Continuously met and exceeded monthly improvement expectations and growth quotas.• Lead and participated in several trainings to improve collections skills. Successfully worked within state and federal collections guidelines. Independently made financial decisions on behalf of client.

Master'S Degree, Social Work

Bachelor Of Science - Bs, Psychology

High School Diploma