Lori Holmes Email & Phone Number

St. Louis County, Missouri, United States

*Inbound PCA handling calls from members, physician offices, pharmacies and others assisting with medication refills and renewals, medication coverage questions, resolving billing and fulfillment issues and concerns.*Provide members with a confidential and caring experience where they leave the call feeling cared for and confident their call has been.

Surprise, Arizona, United States

* Monitor multiple email accounts and respond to customers appropriately* Perform monthly corporate account reconciliation of bank statements* Prepare monthly Transaction Privilege Tax (TPT Tax) preparation and pay appropriately and timely* Enter banking information into Quickbooks monthly.* Reconcile AMEX billing statements* Enter Arizona 811 Dig.

Scottsdale, Arizona, United States

• Manage intraday activities for Driver Support making adjustments to scheduled activities as needed.
• Collaborate with Driver Support Manager and Supervisors for department planning, scheduling, and reporting needs as well as individual agent needs
• Manage scheduling of all time off requests, overtime, training and/or meetings for all on-line agents
• Manage Driver Support weekly shift and schedule assignments
• Maintain headcount data, hiring dates, ending dates, promotion dates, etc.to review attrition rates that can be utilized for future hiring
• Manage call and AHT data to appropriately make intraday adjustments/suggestions in order to meet internal service level.

Phoenix, Arizona Area

• Inbound Client Loyalty-Paralegal focusing on client’s needs and building long term relationships
• Partner with clients in managing their credit/credit repair to obtain their goals
• Handling calls with compassion, understanding and empathy to their present situation
• Assist clients in achieving financial freedom through credit repair
• Dedicated to improving client lives

Phoenix, Arizona Area

• Speak to customers or physician offices over the phone to resolve their questions or concerns related to medications needing Prior Authorizations, Formulary Exceptions, Tier Exceptions, etc.
• Process the necessary case in order for customer to obtain their prescription in a timely manner
• Work with members compassionately to a first call resolution solution
• Maintain and update customer information as necessary
• Calmly attempts to resolve and de-escalate any issues
• Escalates call if necessary

Surprise, AZ

• Greet customers as they arrive and provide information regarding products and/or services
• Respond to customer complaints and take necessary action to resolve issues
• Take payment in exchange of items sold

Surprise, AZ

• Manage daily operations of small business
• Maintain constant tracking of profit and loss statements, inventory control, and customer invoicing
• Designed, baked and decorated specialty birthday and wedding cakes
• Handled baking of all specialty baked goods (i.e., Quick Breads, Cookies, Bars, Pies, etc.)

Dallas/Fort Worth Area

• Teamed with Chief Medical Officer (CMO) and Chief Financial Officer (CFO) in auditing and reconciling $600,000.00 monthly in resident payroll.
• Collaborated with 20+ Education Program Coordinators regarding University Hospital rotations as well as specific issues and questions related to University Hospitals.
• Updated internal credentialing database with necessary information on all house staff.
• Attended Graduate Medical Education meetings as University Hospital Liaison and collaborated with joint hospitals in resident rotations.
• Collaborated with other University Hospital departments in daily upkeep and maintenance of house staff call rooms, lounges and on-call meals.

Dallas/Fort Worth Area

• Collaborated with Division Chief in hiring and credentialing process for faculty physicians in the department of Internal Medicine.
• Arranged interviews, travel and hotel accommodations for potential interviewee candidates.
• Collaborated with newly hired faculty in all credentialing aspects from Texas Medical Board licensing, DPS and DEA certifications and managed care applications.
• Remained up-to-date on status of each candidate in the appointment and credentialing process until hospital privileges were granted prior to hire date.
• Arranged candidate and new faculty travel and accommodations.
• Maintained complete faculty files (licensing, malpractice insurance, yearly appointments, credentialing documents disciplinary actions and reports) for 100+ faculty. Collaborated with faculty to ensure licenses and.

Dallas/Fort Worth Area

• Greeted applicants and provided necessary paperwork for completion and consideration for possible employment.
• Reviewed all applications for accuracy such as missing information or haps in employment.
• Arranged interviews assuring applicants were interviewed in a timely manner.
• Administered necessary testing for different roles and responsibilities.
• Addressed all questions from staff regarding FMLA, temporary assignments, insurance benefits, applying for new positions and any other questions necessary.

Colorado Springs, Colorado Area

• Developed the Human Resource Department to include setting processes in place, developing task/job descriptions for all missionary assignments stateside and overseas, revising employee handbook, reviewing and securing.
• Processed applications for missionaries desiring to join the organization
• Administered personality tests to see how they would fit into the organization
• Organized and scheduled panel interviews for all candidates
• Developed criteria for interview techniques and hiring methods
• Contacted all references for candidates

Dallas/Fort Worth Area

• Collaborated with operations department, 15+ supervisors, and directors to deliver excellent customer service and call center results.
• Hired, trained, supervised and evaluated nine management support staff.
• Led a team of 9 in daily workflow of monitoring on-line associates, call volumes and AHT to maintain and improve PUC/internal operations objectives.
• Effectively assessed support staff individually to determine strengths and weaknesses and worked to place individuals in their strengths and assist in developing areas of opportunity.
• Prepared and administered quarterly evaluations on support staff including action plans for improvements when necessary. Utilized 360 evaluation process.
• Administered disciplinary actions when necessary.

Dallas/Fort Worth Area

• One of two training specialists to administer all call center/resource management employees in three training programs comprised of Large Team Force Management (call center management fundamentals), EMPSx Incharge, and.
• Collaborated in software update/new releases testing of mechanized scheduling system.
• Provided on-going daily support, one-on-one training and classroom training with up to 12 students. Managed all aspects of training process from determining training schedule, initial registration and enrollment of.
• Collaborated in coordinating, updating and maintaining all training materials and determined training delivery methods

Dallas/Fort Worth Area

• Collaborated in implementing a mechanized scheduling system in seven Operator Services (OS) call centers.
• Coordinated installation, parallel system operation and final migration to automated scheduling system in seven OS call centers nationwide.
• Responsible for on-site support for seven OS call centers during parallel and final migration timeframes.

Dallas/Fort Worth Area

• Created and maintained weekly automated schedules for three IB call centers with up to 1100 on-line representatives that were 24 X 7 or 7-7 X 6.
• Analyzed daily call volumes and AHT for needed forecast distribution adjustments for three IB call centers. Once staffing requirements were determined, administered quarter hour intra-day adjustments.
• Prepared quarter hour graphics of call volumes and AHT distributions to make effective and appropriate adjustments.

Wentzville, MO

* Teamed with Manager and Call Center Supervisors to bring the call center to #1 for 3 years. As a team we improved compliance regulatory/corporate service level objectives, absenteeism and occupancy rates by assisting and educating a workforce of 400+ employees in an IB call center. * Collaborated in everyday workforce management, including shift.

No Degree, Legal Secretarial Program

Completed 1 year of a 2 year program

No Degree, Business Administration, Management And Operations

Completed 18 Credit Hours