Led 32-rep team providing customer support to senior members (65+), ensuring quality service with emphasis on one- call resolution to authorization requests, claims, co-pays, deductibles, PCP changes and transition plans.o Ensured all member communications were tracked and trends reported to upper management for prospective growth; identified trends from daily production reports and proposed remediation solutionso Partnered with physicians and their office staff to maximize member satisfactiono Built and maintained accountability among staff for completion and quality of program-related documentationo Won three exclusive PCP (Primary Care Provider) contractso Reduced call abandonment rate to <2%; increased average speed of answer to <30 seco Independently managed Open Enrollment Process, including recruiting 17 new hires; developing and conducting training plans for representatives; creating call scripts, member letters and outreach campaignso Maximized agent productivity by creating tool which enabled reps to measure their KPIs

o Supported team of 45+ Customer Service Agents to meet daily, weekly, monthly and yearly goals, providing ongoing feedback on their monitored callso Ensured compliance with regulatory policies for maximum performance exceeding quality expectationso Utilizing different coaching techniques, developed and executed weekly education/training for new and current members of Customer Service Department and Member Relations Departmento Developed job aids for representatives to identify issues with navigation and provided them with proper tools required to minimize clicks and navigation

o Managed high-volume workload with average 375 weekly inquiries, maintaining consistent performance benchmarks of quality, speed and accuracy.o "Go-to" person for new reps and challenging/escalated calls as one of department’s primary mentors/trainers of new employees

o Managed and designed processes to assist members from newly acquired FEP (Federal Employee Program) accounto Provided staffing forecast requirements to supervisor based on workloado Led and assembled/trained team to manage orders in territories impacted by Hurricane Sandyo Identified areas of improvements to processes and upgraded quality of customer service, while positively reinforcing successful performanceo Worked with internal and external customers to ensure orders were processed in timely manner and met all financial and clinical requirements prior to fulfillment