Nicole Epperson Email & Phone Number

Hinesville, GA, US

Remote

• Establishes and enforces administration policies and rules governing medical benefits, coordinating activities with other supervisory personnel.
• Supervises and mentors directly 15-20 full-time employees, point of contact for launch of new LOB campaign responsible for 3 supervisors and 63 agents, reports directly to Project Manager and Operations Manager.
• Maintains bill-to-pay percentages above 90%, enforces quality monitoring system to maintain 95% QA averages, 95% CSAT scores, and 80% first call resolution average.

United States

• Maintained records pertaining to members medical records, interpreting, and communicating work procedures/company policies to other departments, handling complex problems.
• Ensured adherence to HIPAA policies, quality standards, deadlines, and proper procedures, correcting errors, or problems.
• Maintained 98% QA Average, 97% post-call survey rating, 14-minute average-handle time on calls, and adhered to other KPI expectations.
• Achieved multiple “rockstar award recognitions” for KPI scores.

Remote

• Responded to customer queries in a timely and accurate way, via phone, email, or chat, identifying customer needs and the use specific features.
• Analyzed data to spot trends and took appropriate actions for addressing operational gaps, maintaining operational expectations.
• Updated internal databases with information about technical issues and discussions with customers.
• Assisted in training groups of 30-40 junior customer support representatives.

United States

• Prepare and review compensation and benefits packages
• Administer health and life insurance programs
• Implement training and development plans
• Plan quarterly and annual performance review sessions
• Fostering clear communications, maintaining excellent rapport with staff, promoting team working relations, and equipping new hires with needed job performance skill-set to excel
• Maintain organizational charts and detailed job descriptions along with salary records