Quality Training Specialty LeadManage staff of 53 non-clinical agents with assistance on handling escalated calls. Actively coach Patient Education Coordinators on policies and protocols to process member calls. Advise agents on methods ways to educate members on their preventive care. Ensure department meets all KPI’s (service levels, handle time, ACW, talk time, and not ready targets) and Healthcare Effectiveness Data and Information Set (HEDIS) goal targets.• Monitor associates’ productivity and provide feedback to upper level leadership ensuring team is meeting productivity standards.• Provide 1-on-1 coaching and development for underperformers, assessing skill set benchmark and determining proper performance management.• Develop quarterly recognition incentives and training programs that improve member satisfaction.• Exhibited effective recruitment that enhanced team performance by securing appropriate complementary skills sets.• Developed and implemented quality improvement metrics. Improved client satisfaction and overall quality with success rate of 85%+.• Created employee career path development track for agents resulting in employee retention and promotions.• Assisted in creation and development of member outreach and education quality program that started as pilot program. Implemented different policies, trainings, and metrics that facilitated success of program for last 3 years.

Handled billing / claims concerns and customer service questions for GA Medicaid providers.• Provided tips and instructions to staff on how to handle difficult calls and what policies to use that assisted with completing those calls and improving effectiveness of team. • Worked on help desk assisting with any supervisor calls and escalations that ensure members’ issues were resolved. • Ensured operations were in compliance with OSHA, and Joint Commission Accreditation Certification with 90%+ quality scores. Documented all calls correctly and ensured all policies and procedures were accurately followed on all calls.

Processed human resources calls for all local Sears department stores. Maintained accurate and up-to-date files for employees regarding federal and state regulations related to benefits, employment, employee training and development.• Provided training and relayed company policy and procedures to all areas of retail-related business ensuring HIPAA and current procedural compliance.