Nancy Key Email & Phone Number

Supervising and overseeing day to day operations. Responsible for tracking phone statistics to capture Average Speed of Answer, Average Talk Time, calls answered in less than 120 secs. as well as various other trends to meet contract standards and goals. Staffing analysis, forcasting based on the business needs. Time Sheet recording, allocations, interviewing, hiring potential associates. Performing annual and quarterly reviews with associates on all aspects of their performance goals. Call monitoring and coaching for continious improvement in performance and quality service. Assisting providers/suppliers/clearinghouses and billers with initial testing for submitting electronic files. Working with difficult/irate customers that ask for further assistance with a supervisor/manager, assisting with electronic files inquiries for front end edit errors, reports, EFT'S, ERA'S, etc. Review and report any systems issues found that have a potential impact to the current call volume to prompt for a quick resolution. Work closely with management to ensure that all Helpdesk needs/tools/updates are supported/requested thru system security access. Work as a liason with other Team Leads/managers for continious improvement with inner-departmental processes and communications. Lead with innovation and motivate staff with weekly agenda/meeting/training sessions to keep team current on all updates and Medicare news that could potetially impact our customer community. Create and implement procedures identifying departmental changes and review annually all operating procedures for any changes or updates. Request security access for new hires/associates as proxy for manager. Taking the lead position for new and upcoming projects for any testing/implementation/enhancement that impacts all transactions and processes for the EDI Helpdesk.

Supervised a staff of 40 associates taking customer calls from beneficiaries and providers. Tracked phone statistics to capture Average Speed of Answer, Average Talk Time, calls answered in less than 120 secs. as well as various other trending. Staffing analysis, forcasting based on the business needs. Time Sheet recording, allocations, hiring and interviewing for potential associates. Call monitoring and coaching.

Worked various positions before moving to the Government side of the company "National Government Services". Team Lead for Anthem PPO, Option 2000, Blue Shield Registers, Blue Shield Adjustments and Pricing. Processed paper claims for multiple lines of business under an Anthem contract. Adjusted paper claims for refunds/recovery/additional payments. Worked on special contracts where pricing was reviewed when multiple services/procedures were done for the same patient on the same date of service. Also worked to build work measurement processes for associates to meet and have set goals to ensure quality performance.