Moyanna Friday Email & Phone Number

Farmington Hills, Michigan, United States

Leads, develops, evaluates, recommends, and enforces policies, procedures, guidelines, standards of operation, goals and strategies to support corporate and departmental objectives.Writes, edits, and proofreads documentation for customer service specialists.Evaluates and prioritizes day to day workflow and activities to ensure operational effectiveness and continuous improvement of programs and services, including resolving workflow issues with other departments and locations. Samples, compiles, and analyzes data to determine compliance with quality and performance standards.Evaluates individual employee performance by providing feedback based on monitoring realtime behaviors, quality observations and analyzing historical reporting data, recognition and coaching to continuously improve employee performance. Evaluates and conducts formal appraisal sessions with staff. Collaborates with supervision, quality assurance, training, and workforce management on trends identified through inquiry content, tracking and volume that require coaching and advanced training of the customer service department.Provides liaison support to internal and external customers and provides dental/departmental expertise and detailed interpretation of dental policies, procedure codes, claim and Delta USA processing guidelines. Delegates projects and inquiries to appropriate team members as necessary for business support. Interviews, hires, trains, evaluates, supervises and develops staff for accountability for achievement of departmental goals and objectives.

Farmington Hills, Michigan, United States

Primary liaison to internal and external customers and provides dental/departmental expertise and detailed interpretation of dental policies, procedure codes, claim and Delta USA processing guidelines. Investigates, researches, analyzes, adjudicates and makes appropriate claims determinations on claims/adjustments for escalated and/or difficult claims and inquiries.Researches, analyzes, and resolves telephone and written inquiries including, Legal, mail, Exception Claim Payments (ECP), and walk-in inquiries. Prescreens claims and/or inquiries for the Professional Review department and makes claim and inquiry determinations based on existing guidelines. Analyzes, identifies, troubleshoots, tracks, reports, and verifies resolution of system problems. Composes written communications to resolve Professional Review/Customer inquiries. Collaborates with supervisors, trainer, manager, and director regarding process improvements and assists in identifying department training needs.Collaborates with management in scheduling, tracking, delegating, overseeing staff work assignments, and training as well as developing and administers corporate and departmental policies, procedures and guidelines.

Farmington Hills, Michigan, United States

Working directly with Delta Dental Account Managers, Dentist, Clients and coordinating with other departments to resolve issues, special claim processing and handing, out country claims processing all while following current HIPAA laws and regulation. Assist Delta Dental Clients with claims, billing, customer service, order writing, all using a multi-line phone system in a call center environment. Also claims and Data entry, Mail, locating dentist, & navigation of the website.