Sonja Heckert Email & Phone Number

Effingham, Il, Us

Effingham, Illinois, United States

Effingham, Il

Acted as part of workforce management center of excellence, overseeing team managing real-time monitoring, allocation of resources, performance reporting, and responsiveness to outages or incidents of contact centers across all five states to ensure service levels remained within client expectations.. Guided team in monitoring up to 20,000,000 member and provider calls per year . Supervised and managed speech-to-text analytics team in developing business insights, analysis, and trend data on millions of member and provider calls. Drove voice of customer analytics team to expand collaborative partnerships to increase data analysis into organization regarding call drivers, agent performance, and business intelligence. • Led resource management team to meet 99% of service-level commitments for group clients over two-year span.• Implemented communication plan and collaborative environment to foster enhanced transparency between workforce management and service operations .

Effingham, Il

Facilitated leadership and guidance to define role of Logistics team, emphasizing primary goal of supporting real-time balancing of resources to ensure SDO operations met all performance metrics. Provided inventory management of all follow-up work from contact centers and all other non-phone inventory, including written, email, web chat, and social. Reviewed and developed correspondence to address member questions and maintain established templates. • Drove effort to address meaningful access legislation requirements as part of Affordable Care Act addressing member's ability to access care • Guided successful implementation of high-profile language requirements under meaningful access, including documents sent out with every explanation of benefits and all applicable correspondence.

Effingham, Il

Provided leadership and guidance for Mattoon team through several business changes, from Medicare claims processing site to Blue Cross/Blue Shield claims processing site. ,Led optimization efforts with enterprise approach for written inquiries, email inquiries, Medicare Secondary Payer (MSP) demand case processing and resolution, privacy activities related to individual rights, social media customer care, language translations supporting ACA legislation, and appeals screening.. Created processes and procedures for HIPPA • Won 5 Star Bronze Award in 2012 for IRIS decommissioning. • Earned 5 Star Bronze Award in 2011 for member IVR.

Effingham, Il

Investigated and reviewed provider documentation supporting Medicare’s reimbursement of facility payments.

Master'S Degree, Accounting

Bachelor'S Of Science, Accounting