Robert Burger Email & Phone Number

Highland Park, Michigan, US

Highland Park, Michigan, US

• Overseen forecasting, scheduling, intraday, and real-time processes utilizing workforce management tools such as: Verint, eWFM, and Genesys.
• Create, manage, and optimize departmental staffing schedules.
• Reduced expenses by analyzing compensation policies and implementing competitive compensation programs while ensuring schedule adherence goals are met.
• Maintained optimal staffing levels by tracking vacancies and initiating recruitment and interview processes to identify qualified candidates.
• Identified and researched service level risks for problem resolutions and executive leadership briefing.
• Analyzed historical occupancy, schedule adherence, volume, and AHT trends, at an individual, line of business, and site level to provide business recommendations and remediation plans to enhance call center performance.

Orlando, Florida, US

• Network and domain planning utilizing Visio
• Network and Domain creation using VMware Workstation
• Inclusion and concealment of artifacts within devices utilizing steganographic techniques
• Conduct quality analysis via penetration testing on network/domain to ensure efficient network security hardening.

Highland Park, Michigan, US

• Provide updates for trends and influences leading to high call volume and increases in the inventory.
• Maintain inventory and balance workload to meet timeliness and ensure operations are efficient.
• Participate in selection of hiring staff, conduct performance evaluations, quality audits, administrative discipline, and appraisals to team members.
• Compose letters and other correspondence to clients inquiring about benefits, claims, medical necessity, accounts receivable, accounts payable, pre-determinations, premiums, and eligibility.
• Analyze data regarding AHT, ACD, ACW, and Hold to isolate and identify areas of improvement to meet Key Performance Indicators.
• Implement and train on new processes, policies, and products.

Highland Park, Michigan, US

• Conducted analyses utilizing data to develop initiatives to improve efficiency, profitability, and customer satisfaction.
• Developed ongoing metrics to drive efficiency and process improvement throughout the business.
• Identified inefficiencies in current practices and provided recommendations to eliminate them.
• Worked with field and operations personnel to develop onboarding and training documents.
• Drove changes in the organizational measurement systems to effectively monitor key strategic focuses, shifting the organization to end-to-end process management beyond current functional focus.
• Utilized data & reporting to develop professional internal and external presentations.

• Update client registration, resolve authorization issues, identify charge corrections, processing claim adjustments as needed, and apply or resolve denials according to payer rules and departmental policies.
• Resolved claim edits when processing for missing, invalid, or incomplete information.
• Manually pricing of claim adjustments based on contractual negotiations when necessary.
• Correct medical, dental, and facility claims in electronic claims processing system for missing or invalid insurance and patient information according to procedures, or place claim on hold if unable to resolve.
• Reviewed in-bound correspondence to ascertain the nature of the writer’s concerns and determine the disposition of the inquiry followed by responding via written correspondence or verbal communication.
• Coordinated with management by providing updates of claim processing issues and trends.

• Answer in-bound calls regarding medical, dental, facility, and Mental Health and Substance Abuse coverage such as; limitations, authorizations, cost-sharing, enrollment, eligibility, medical necessity, and premiums.
• Follow all policies and procedures and HIPAA regulations.
• Solicit alternative coverage if the client’s plan currently does not meet their needs or expectations.
• Make out-bound calls and execute follow-up communications when necessary to achieve first call resolution and exceed top service quality management (SQM) performance.

Associate Of Science - As, Network Engineering Technology Cybersecurity

Bachelor Of Science - Bs, Cybersecurity

High School Diploma