Sonya Glisson Email & Phone Number

Remote

- Initiate authorizations requests for outpatient and inpatient services in accordance with the prior authorization list. Route to appropriate staff when needed. -Verify eligibility and benefits -Data enters authorizations into the system-Requests medical records from primary care provider, specialists, or hospital to process referrals or hospital authorizations

Studies and standardizes procedures to improve efficiency of subordinates. Communicates with subordinates weakness and strengths on a monthly basis. Provide annual employee evaluations Assigns duties and examines work of subordinates for exactness, neatness and conformance to policies and procedures Maintains harmony among workers and resolves grievances. Takes necessary corrective action when necessary Communicates with field personnel, regional billing manager and team regarding any issues that relate to work performance, paperwork flow or A/R collections Motivate and grow subordinates to move up

Orlando, Florida Area

Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the CallCenter.Provides structured and timely recommendations; verbal and/or written feedback to Quality Manager, CallCenter leadership, CallCenter operations, analysts and the Service Quality teams.Performs mock calls with new hires post-training to determine readiness for moving into support.Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities.Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all CallCenter teams and sites.Uses CallCenter tools to gather data and analyze trends or patterns affecting quality.

Lake Buena Vista

● Promoted the hotel brand’s loyalty scheme through hotel’s free rewards program● Collaborated with maintenance and housekeeping to about the right rooms that needed to be attend to daily ● Delivered messages, mail and packages left for guests and hotel facilities in a timely manner● Made and confirmed reservations

Winter Park, Fl

● Customer orientation and ability to adapt/respond to different types of characters.Key Holder trained on, including opening and closing the store, administering returns and store credit, setting sales goals, and dividing tasks amongst sales associates.

Education record

Standard Diploma, General Studies