Onike Ferrell, Mba Email & Phone Number

I am a Senior Coaching Specialist with a strong track record of providing support to customer service agents that enhance member and provider experiences. I assist healthcare professionals in bringing value working toward Triple Aim initiatives focusing on educating and guiding individuals with modernizing skills to advance careers. I improve KPI results using real-time techniques and have a niche for process improvement. My experience includes over 23 years’ in the Healthcare Industry. Core Competencies include Coach Selection and Development, Account Maintenance, Problem Solving, Claim Processing, Auditing, Conflict Management, Renewal Management, Conflict Management, Mandate Knowledge, Workflow Creation, Adult Learning Techniques, Training, and Coach Certified.

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  Operations Support Liaison

  Horizon Blue Cross Blue Shield Of New Jersey

  Mar 2024 - Present

  • Coaching Orientation Plan Developer reduced on the job training for new Coaches by 50% leveraging support to cross-divisional teams. Reduced average handle time and increased first contact resolution.• Lead Trainer of the Coordination of Benefits Agreement (COBA) staff- Lead reduction of Medicare inventory by over 50% and hired 2/3 temporary employees full time. • Regulated Institutional Division Controls by reviewing databases and performing audits of documents. Recognized for ensuring managing assessment of internal controls- Sarbanes Oxley 404 for Institutional Division.