Natalie Hardy, Mba Email & Phone Number

Raleigh, Nc, Us

Raleigh-Durham-Chapel Hill Area

Raleigh-Durham-Chapel Hill Area

Directs activities of eligibility representatives in the insurance verification call center supporting a pharmacy client. Facilitates onboarding classes as large as 40 plus new employees within the business unit. Maintains current knowledge of HIPPA and compliance training to protect patients. Conducts training classes covering specialty drug therapies, HIPPA and generic healthcare insurance material.Runs daily deliverables report to monitor production and audit scores from previous day and identifies low performing eligibility representatives.Conducts insurance verification refresher training and coaching for representatives.

Raleigh-Durham, North Carolina Area

Manage a 7-10 member Support Services team, providing training and development, performance management, salary planning, and payroll administration using Workday. Monitor switchboard activities across eight locations using call center technology while maintaining service levels above 95%. Analyzed and improved delivery process, resulting in customers receiving packages within a 2-hour time-frame. Reduced mail room expenses by $15,013 over a 3-year period. Serve as member of Diversity and Inclusion and All Women’s committees, planning onsite and remote professional development workshops, networking events, speaker series, and book club meetings. Supervised virtual team in Lynchburg, VA (2014 – 2016) to standardize operations and build an engaging workforce. Led Lynchburg/Raleigh team of associates through workforce reduction, delivering 60-day notices for job eliminations.Maintained FedEx and UPS Worldwide shipping documents and was the main contact for Iron Mountain pickup/drop off. Designed employee manual to streamline associate on-boarding within Support Service Organization and set performance expectations, implemented across locations.

Raleigh-Durham, North Carolina Area

Provided leadership to a team of 13 associates and supported unit supervisor, managing workflow and production reporting to evaluate performance and determine overtime needs. Supervised commercial line processors during cross-training in personal line processing, implementing performance metrics and attending coaching sessions to ensure training effectiveness. Enforced compliance of policies, procedures, and communicates updates within team in alignment with company standards. Compiled on-boarding documentation and interfaced with new hires through first week in office. Conducted 30, 60, 90 day follow-ups and created daily work volume reports and plans to ensure a positive employee experience. Coordinated internal job fairs, from active recruiting to conducting panel interviews to administering prescreening tests.

Directed incoming and outbound calls to agents to gather missing data and updated customer policies. Evaluated eligibility of policy for coverage per company guidelines.

Bachelor Of Arts, Speech Communication

Master, Business Administration; Human Resource Management