Melissa Werner Email & Phone Number

Allentown, Pa, Us

Allentown, Pennsylvania Area

Champion overarching operational efforts and functions in accordance with approved policies, procedures and standards leading to top office in 2022 and revenue increase of 17%Evaluate, modify, and enhance policies and procedures to optimize business development and continuously improve efficiencies to maximize fiscal success.Supervisor approximately 80 office and field staff, create and enforce key performance indicators ensuring delivery of quality care to patients and client satisfaction rate of 92.62%Comply with all local, state, and federal requirements regarding accreditation, licensure and certification, conduct ongoing training to update staff and maintain compliance.

Spearhead recruitment, requisition, and staffing initiatives for over 100 employees per year, coordinated orientation efforts streamlining onboarding process. Designed and instituted a creative employee incentive program increasing staff motivation and performance to administer work orders by 75% over 12 months achieving 94.36% employee satisfaction rate. Directed 100 contract employees on assignment, investigated and assessed problems, strategized and developed performance counseling to quickly resolve issues.

Recruited up to 20+ staff per month using enticing job announcements, agency connections and job boards reaching or exceeding hiring goals and building pipelineOnboarded new staff, conducted orientations ensuring a smooth and welcoming process Completed candidate management within Applicant Tracking System and maintained accurate human resource files for over 225 employees, meeting company and state requirementsComply with all federal and state regulations to maintain compliance.

Lead a team of 30 to 50 call center representatives that supported the users of the Affordable Healthcare Act. Conducted daily monitors to evaluate technicians' performanceTrained staff and monitored progress for the extent of their probationary period while achieving high levels of productivity.Set department goals and objectives. Facilitate monthly 1-on-1 meetings with customer service representatives to discuss goals and create a success plan to ensure all calling and monitoring expectations are met.Resolved escalated and complex claims calls and inquiries and completed billing inquiries.

Led over 80 call center agents and 4 leadership team members, provided training and development promoting full engagement to attain a 87% retention rate of employees over 4 years Conducted quality assurance audits, evaluated customer response times, developed key performance indicators and career path mobility track improving employee satisfactionSourced and interviewed up to 15 prospective candidates per week, quickly determined skill sets and made offers to superb candidates, resulting in highly effective teams