Sandra Hatcher Email & Phone Number

As a quality coach at Prime, I was responsible for reviewing call tracking on Medicare accounts, and pulling calls to ensure CMS (Medicare) guidelines were followed. I sent coaching and feedback to member services agents and their supervisors. While reviewing call tracking notes, I was also able to identify trends and call drivers, and notify my supervisor and/or the appropriate department(s) of a potential concern or technical issue, so the matter could be addressed and the agents were notified.

I reviewed financial accounts for possible fraudulent activity, and took the appropriate action when fraud was detected. I reviewed documents received from customers and occasionally financial institutions regarding customers accounts. Took appropriate action when fake or forged documents were identified. Reviewed linked account activity and behavior to identify fraud trends. Reported accounts to Compliance as required by law when appropriate.