Sandy Wolfe Email & Phone Number

White Marsh, Maryland, United States

• Interprets, evaluates, and resolves complex administrative and patient account issues • Assists with identifying and escalating payer issues in a timely manner• Processes and completes the daily workload of claims assigned, reporting backlogs as identified• Identifies registration errors and flags accounts using the error tracking process

Rosedale, Md

• Oversee the daily operations of a 30+ seat call center• Lead, direct and manage inbound site operations to ensure that the operations staff executes service agreements at, or above the customer's standards and expectations• Maximize profitability through superior customer service, effective and prompt communication and follow-up on all pending matters with the customer• Address all employee performance problems promptly and directly in accordance with company personnel policies and procedures• Conducted annual performance reviews for all staff within the operations department• Payroll processing and timekeeping• Maintain high call center standards such as optimal service levels, efficient occupancy percentages and minimal abandons• Adhere to strict quality assurance programs and adherence to meet predetermined KPI• Maintain an excellent working relationship with all clients and personnel• Ensure client satisfaction through effective communication and relationship building• Promoted a positive and professional work environment• High level proficiency with Microsoft Word, Outlook and Excel• Extensive practical knowledge of all prominent call center operations• Diplomatically resolve customer complaints and diffuse tension to ensure customer retention• Accepted assignments with an open, cooperative, positive and team-oriented attitude• Effectively managed and stayed on location for up to 96 hours on multiple occasions due to weather emergencies

Rosedale, Maryland

• Oversee the daily operations of a 30+ seat call center• Lead, direct and manage inbound site operations to ensure that the operations staff executes service agreements at, or above the customer's standards and expectations• Maximize profitability through superior customer service, effective and prompt communication and follow-up on all pending matters with the customer• Address all employee performance problems promptly and directly in accordance with company personnel policies and procedures• Conducted annual performance reviews for all staff within the operations department• Payroll processing and timekeeping• Maintain high call center standards such as optimal service levels, efficient occupancy percentages and minimal abandons• Adhere to strict quality assurance programs and adherence to meet predetermined KPI• Maintain an excellent working relationship with all clients and personnel• Ensure client satisfaction through effective communication and relationship building• Promoted a positive and professional work environment• High level proficiency with Microsoft Word, Outlook and Excel• Extensive practical knowledge of all prominent call center operations• Diplomatically resolve customer complaints and diffuse tension to ensure customer retention• Accepted assignments with an open, cooperative, positive and team-oriented attitude• Effectively managed and stayed on location for up to 96 hours on multiple occasions due to weather emergencies

• Provided prompt and courteous customer service in a fast-paced call center setting• Performed data entry documenting personal information• Proven competency of dealing with customers and clients, assisting them with orders and answering their questions regarding products and services offered• Competency of cross-selling products and services• Exercised strong interpersonal communications skills with customers and department personnel• Handled a high influx of inbound calls with a positive, cooperative and energetic tone• Utilized multiple call center support applications to efficiently assist customers and agents

• Answered all incoming telephone calls and assisted customers in scheduling appointments, checking order status and other optical related questions• Performed all clerical office work such as filing, inbound and outbound calling as well as preparing and submitting insurance forms with appropriate medical coding• Was in direct contact with multiple optical insurance companies to file reimbursement claims and verify benefit coverage and eligibility • Performed follow-up services, such as fixing broken frames, replacing broken or missing parts and adjusting and refitting glasses • Heated, shaped and bent plastic and metal frames to adjust eyeglasses to fit clients• Assisted clients' in selecting frames according to style and color, coordinated frames withfacial and eye measurements and optical prescription • Instructed clients in adapting to wearing and caring for eyeglasses and contact lenses

Nursing Education

Diploma, General Studies

Cna Certification, Nursing Education