• Analyze and verify patient demographics, insurance eligibility and financial information for accurate claim submission and reimbursement.• Review accounts and initiate pre-certification, pre-authorization, referral forms and other requirements related to managed care.• Advise patients and/or family members about their healthcare accounts and link patients to available funding sources, if needed.• Identify and report undesirable trends and reimbursement modeling errors or underlying causes of incorrect payment.• Maintain a high-level of accuracy to meet productivity and quality requirements.• Identify trends and/or work processes for potential process improvements.• Review and analyze report data to provide status updates to leadership.• Communicate with providers, patients, internal departments, co-workers, and coordinators to resolve issues.• Work with court system to provide time sensitive documents and ensure that deadline dates are met and remain compliant.• Maintain extensive knowledge and expertise based around payer regulations/policies, financial classifications, and assistance programs.

•Monitored associate’s phone performance to maintain compliance and insurance regulatory procedures across multiple states.•Designed and implemented call handling resources to insure accurate call handling execution.•Analyzed agent results to target quartile gaps to promote new hire associates out of training.•Responsible for ongoing results based metric management through analyzing metric gaps and implementing action plans.•Developed an onboarding process for new hire associates during transition into permanent positions from orientation. •Mentored prior phone associates working towards supervision goals and coaching styles.

•Completed targeted one on one career coaching with team of 10 phone associates to promote advancement.•Ran mentor program that assigned high performing associates with new hires to target turnover, engagement, and professional development of both parties. •Coached a team of 10 fourth quartile associates to 1st quartile results with in first 90 days of placed with the team.•Coordinated office wide engagement events and participated in ‘Fun Committee’ to increase office morale. •Responsible for ongoing and rapid response training on new company procedures and processes.

•Piloted new job role to create a hybrid supervisory position for future candidates to determine the best job fit.•Analyzed countrywide training material and audited 500 calls for selling execution to develop new call handling guidelines and procedures for increasing policy retention. •Conducted the first 15-day orientation pilot team to expedite 30-day training process into 15-day timeline with 100% success rate. •Trained one on one with performance monitoring team to gain daily required call monitoring skills using Verint Knowledge Management Systems. •Completed Lean Six Sigma White Belt Training.

Professional Insurance Agent

• Guided guests through menus while demonstrating knowledge of the food, beverages and ingredients• Routinely supported other areas of the restaurant as requested, including answering telephones and completing financial transactions for other staff• Training new employees to acquire the skills they need to perform their job competently

• Help patrons select food and beverages by presenting menu, offering cocktails, and suggesting courses• Protects establishment and patrons by adhering to sanitation, safety, and alcohol beverage control policies• Maintain table setting by removing courses as completed, replenishing utensils, refilling water glasses, and being alert to patron spills or other special dietary needs

• Represent the brand by providing customer service and maintaining presentation standards• Answer questions about products, services, and merchandise; organizing shelves and ensuring customer satisfaction• Perform cashier duties by conducting sales transactions and exchange/return merchandise

• Serving food, drinks, and accommodating the every need of customers in a friendly manner• Efficiently relay all food orders to the kitchen and/or service bar through the POS terminal• Present the check to the customer and accept payment, make correct change, or complete card transaction

•Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving issues quickly and efficiently•Built long-term customer relationships and advised customers on purchases and promotions•Helped drive sales goals and achieve monthly quotas

• Communicate clearly, quickly, and politely with guests to ensure correct order is served to customers• Prepare products while following all preparation, health, and safety standards• Initiate and complete transactions quickly and accurate while maintaining an accurate cash drawer