Margo Clark Email & Phone Number

United States

National Group Care Advocate

• Build trust and create safe coaching and learning relationships with staff to influence quality improvement and knowledge transfer.• Support training classes and projects as subject matter experts, including class prep, scenario validation, learner observations, feedback, floor support, and other SME resource related responsibilities.• Supplement customer service Team Leaders as needed, in case of absence, increased coaching demand from customer service frontline and/or large skill set gaps.• Perform data analysis and research root cause to identify past and current performance gaps• Investigate service quality and compliance issues/trends and makes recommendations for improvement.• Identify improvement opportunities and propose solutions to rectify issues through various avenues, including process or training changes or redesign.• Utilize Lean Principles and other tools to communicate meaningful insights by creating charts, presentations, and reports to effectively present information and recommendations.• Compile call management and/or policy best practices from experience and research to develop and maintain a useful knowledge repository for staff and leaders.• Develop and maintain knowledge of current trends and best practices in coaching, training, and learning.• Disseminate information in an effective manner to team leaders, quality, training, and process team as additional tool to promote success in the front line.• Support the Staffing and Education team in the implementation of new technologies by teaching and coaching customer service frontline teams.• Work with the Operations Support team to bridge gaps by serving as an additional resource for varied needs, including project coordination.• Engage and support external vendor teams in service delivery to continuously improve operations and the customer experience.

Greensboro/Winston-Salem, North Carolina Area

•Act as the first level of escalation for more complex customer (member and provider) problems and complaints.• Identify and document escalated, recurring or complex system and process problems related to claims processing.Evaluate impacts to service and quality commitments from the identified issues. Interface with internal teams toresolve complex issues.• Serve as a subject matter expert for employee inquiries around work process, procedures, products, policies, etc.Provide real-time coaching to Customer Service Staff to support staff in increasing call handling effectiveness andfirst, call resolution rates.• Initiate outbound calls to providers, customers or other internal or external business partners or vendors to aid in morecomplex issue resolution.• Maintain assigned databases and reports (i.e., team level SR inventory, KTP tracker) on a daily basis. Utilize data fromreporting to support efforts to improve quality and effectiveness of customer service staff.• Identify problems, gaps or inconsistencies in workflows, and processes based on escalated call data and forwardissues to appropriate business units for solutions.• Act as a point of contact for internal and external audits and assists with testing, training, and projects as necessary.

Greensboro/Winston-Salem, North Carolina Area

• Responsible for club property management, meeting room preparation, and hospitality.• Chairs the social and reception committee• Responsible for making up the day-to-day activities.

Greensboro/Winston-Salem, North Carolina Area

• Actively listened to customer questions regarding their benefit, eligibility, billing and claims inquiries• Educated and encouraged customers to utilize alternative channels such as self-service and web-service platforms• Identified and communicated process, product and system improvement opportunities to improve the overall customer experience.• Interfaced with local, state and federal government entities regarding Blue Cross NC products, services and policies.• Worked collaboratively with internal and external departments such as sales, healthcare, network management and The Federal Insurance Marketplace to further optimize customer and provider relations by identifying opportunities to promote customer programs and effectively and efficiently resolve customer issues.•Recognized patterns of inconsistent and/or inaccurate claims filing practices among customers and providers, educate customers and providers on acceptable Blue Cross North Carolina practices and policies