Kristin Dowd Email and Phone Number

• Provide immediate coaching and counseling of call center employees in order to achieve consistent and sustained productivity levels for all metrics utilizing ICARE and iLEAD principles.• Real-time monitoring of call volume, service levels and agent activity through telephony management system in addition to monitoring and participating in the associated group chats to ensure goals and objectives of department are achieved. • Create and maintain trackers for production, attendance, agent contact information and agent errors.• Perform Quality Assurance check of PAE forms prior to submitting to the manufacturer and/or client, tracking corrections made on the Issue log. • Experience with monthly call audits on 20 agents, as well as attending QA call calibrations when needed. • Plan and facilitate monthly team builders and team meetings.• Train new Supervisors and OSLs on program roles and expectations.• Assist with onboarding of new agents in a completely virtual environment.

• Act as a single point of contact and subject matter expert regarding specific product coverage and program guidelines. • Provide updates and detailed account information to external stakeholders such as Providers, Patients and Field Reimbursement Managers. • Work with Medical Payers, Providers and Pharmacies to gain familiarity with drug specific reimbursement and coverage requirements.• Accurately document call details, follow up actions and any other pertinent information in the Salesforce database. • Report all Potential Adverse Events (PAEs) internally as soon as the event is discovered.

• Effectively analyzed, resolved and responded to escalated issues and complex cases referred from Clients, Account Managers and Leadership. • Created and provided daily operational and analytical reports to the Management Team.• Tracked service levels to ensure goals and objectives of the department are achieved and contractual service level agreements are met.

• Contacted Pharmacy and Medical Benefits to verify patient eligibility and product specific coverage for Current Procedural Terminology (CPT), Healthcare Common Procedure Coding (HCPC) and International Statistical Classification (ICD 10) Codes. • Processed eligibility and benefits information into ROAR/Salesforce system. • Provided accurate and timely follow-ups to all reimbursement inquires in accordance with program guidelines.

• Answered incoming phone calls from Payers, Medical Offices and Field Representatives.• Processed incoming faxes such as clinical information, patient enrollment forms and authorization outcomes from various sources.• Verify that information in the computer system is up-to-date and accurate.• Ensure HIPAA compliance.

• Provided off hour IT support for clients and employees.• Served as the first line support for all production, software and programming issues.• Monitored the production batch process and all other started tasks on the mainframe computer system.• Certified that all bill print is of proper quality and acceptable to be mailed to our customers.