Develop and conduct effective vendor oversight programs, in collaboration with key stakeholders, to assure vendor performance consistently meets regulatory requirements and internal business objectivesManage and oversee quality initiativesMonitor vendor performance, including subsidiaries and external vendors, to assure performance is consistent with regulatory and business requirementsAssure vendors have an effective self-monitoring programs that identify potential and/or actual performance issuesDevelop standardized processes for tracking and documenting all vendor oversight activities and reporting to key stakeholdersAssure vendors develop, implement and complete corrective action plans to resolve identified deficiencies in compliance with regulatory and business requirementsServe as a subject matter expert.on current CMS requirements for operational functions and vendor oversight

Provides daily support, guidance, and direction to the Retention Representatives who are responsible for applying strategies and tactics to retain membership; manages the activities and performances of a specific territory and team to ensure goals are met or exceeded; the Supervisor develops territories and assists with training and field monitoring for all Fidelis Care New York product lines; ensures compliance with all regulatory, audit, and corporate policies.Answer questions, explain policies and procedures, share information, and encourage open dialog to maintain open communication channels with employees and management; make periodic reviews, explore specific needs, and resolve problems to build and maintain customer and employee relationships; effectively interact with internal and external customers.Receive, investigate, evaluate, and resolve complaints; follow up with customers; personally resolve difficult situations to ensure customer satisfaction.Ensure that retention activities are conducted at the appropriate locations to maximize retention of membership; conduct routine on-site verification that to ensure staff members are adhering to schedules; ensure all staff have the appropriate materials and information to effectively complete the job and meet regulatory compliance and business needs.Track, monitor, and report productivity of the staff with the use of specific reporting tools; gather and analyze recurring sales and marketing data to provide management with status reports; make periodic site visits, explore specific needs, and resolve problems to build and maintain client relationships; review progress of projects on a regular or pre-established basis to monitor and assess project status.

Serve as Call Coach to Call Center Associates to provide information and solve more complex problems associated with the use of products and servicesEvaluate interactions and educate associates on methods which improve call center quality and performanceUse analytical skills to process and communicate system reporting to upper managementListen to calls and capture interaction in databases; listen to live and recorded calls; provide associates with constructive feedback regarding their individual call performance; document and complete individual staff call quality and evaluationsTrack, file, and input all technical documentation to ensure accounts correctly reflect activity performed; select and explain best solutions to solve problems and expedite corrections or adjustments; follow up to ensure resolution Research misapplied payments, mail requests, billing adjustments, eligibility status, and other issues brought up during service calls to resolve escalated issues efficiently and accurately.Maintain separate projects; processing transportation authorizations and approving large ID card requests for the Communications DepartmentEngaging and developing staff by monitoring and acknowledging progress and/or developing plans to diagnose and resolve target areas of concern; Maintain morale and instill an entrepreneurial mindset

Assist in managing staff and staff performanceProvide expert consultation to current customers both internal and externalGather business, functional requirements & input/output requirements from customers and staffIdentify opportunities for cross-selling of value-added bank products and services Present qualified referrals to team members across multiple lines of businessPerform on cross-functional teams to drive operations to financial targetsIn charge of opening personal and business accountsRespond to customer inquiries and swiftly resolve problems Process Mortgage Referrals, Proficient in processing and closing home equity productsOpen and close the branchTrain team members to outlined sales and customer service goals and objectivesMaintain branch operations for corporate auditsPerform front office/client facing tasks Responsible for representing the organization in sales and marketing activities

Supervise 10-25 cashiers at any given momentResponsible for managing small teams of staff for the purpose of completing deliverablesParticipated in planning, scheduling, creating, and managing employee timelines to ensure excellent service levelInstruct cashiers on current policies and proceduresEfficiently resolve any and all customer issues or concernsIn charge of handling and securing moniesMaintain excellent rapport with customers and vendors