Mandy Ladyman Email & Phone Number

Mount Vernon, IL, US

• Recorded findings of inspection process, collaborating with management staff to implement corrective actions by evaluating approximately 50 agents monthly.
• Oversaw Quality Assurance Evaluation program
• Educated employees on specific QA standards and confirmed maintenance of standards.
• Analyzed quality and performance data to support operational decision-making.
• Trained and mentored countless new personnel hired to fulfill various roles.
• Utilized cross-training techniques to boost productivity and develop each team member's individual skills set.

• Worked with internal team members to remedy issues with preemptive solutions.
• Maintained daily productivity goals of processing 100+ documents daily, while providing leadership to staff members
• Maintained professional relationships with Medical Offices as well as customers to obtain required documentation to bill insurance plans for rendered services.
• Identified areas of weakness and recommended or implemented process improvements.
• Complied with HIPAA guidelines and regulations for confidential patient data.
• Provided staff training and mentorship to provide efficiency in daily tasks.

• Maintained knowledge of insurance coverage benefit levels, eligibility systems and verification processes.
• Managed high-volume tasks by completing eligibility verification for over 150 orders daily within pressured timeframes for productive medical operations.
• Complied with HIPAA guidelines and regulations for confidential patient data.
• Made contact with numerous insurance carriers to discuss policies and individual patient benefits.
• Trained new staff on current, correct insurance verification procedures.
• Maintained strong knowledge of basic medical terminology to better understand services and procedures.

• Responded to countless customer calls to answer questions about products and services as primary call receiver.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Investigated and resolved customer inquiries and complaints quickly to maintain average call times of 5 minutes or less to provide assistance to numerous customers daily.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

Associate Of Science - As

Associate Of Science - As