Stephanie Christou Email and Phone Number

Reporting to Chief Operating Officer - Led and motivated a team of highly skilled individuals to provide exceptional service to Members, Groups, Providers, Brokers, and other partners. - Effectively resolved customer claims queries through various channels tailored to meet individual customer needs. - Implemented a case management approach to foster full ownership of each customer claims query within the team. - Ensured 100% accurate assessment of all claims, including high value, first claim, and complex claims, as needed. - Achieved and exceeded customer Service Level Agreements (SLAs) for email response times, claims turnaround, and quality targets. - Spearheaded continuous improvement initiatives identified by Claims Case Managers, challenging existing processes and driving the development of new ones. - Ensured all Claims Case Managers possessed the requisite capability, skills, and knowledge to consistently achieve high levels of customer satisfaction. - Optimised operating processes to enhance efficiency and effectiveness. - Ensured compliance with regulatory obligations and delivered in line with regulatory standards. - Provided comprehensive reporting to senior management as required.

Reporting to Head of Claims- Took end-to-end ownership of customer claims inquiries, efficiently resolving them through various channels. - Managed complex cases, including large claim authorisation and extraordinary benefits. - Embedded a case management approach to ensure full ownership of each customer query. - Conducted accurate assessments of claims, meeting SLAs for response times and quality targets. - Led continuous improvement initiatives, challenging processes and driving development. - Provided dedicated support to the Manager, actively assisting in administrative tasks and decision-making. - Coached and mentored new team members, ensuring they met performance expectations. - Maintained accurate customer records and ensured compliance with regulatory obligations. - Fostered collaboration with other teams, eliminating barriers and promoting a positive working environment. - Championed customer service excellence within the Claims department, striving for continuous improvement. - Assisted in establishing and tracking KPIs, ensuring alignment with organisational objectives. - Supported the manager in various operational aspects, prioritising teamwork and timely task completion.

Reporting to Head of Claims- Demonstrated end-to-end ownership of customer claims, resolving them effectively. - Handled complex cases, including large claim authorisation and benefits. - Utilised various channels to meet individual customer needs. - Implemented case management for full query ownership. - Conducted accurate claim assessments/reassessments meeting SLAs. - Led continuous improvement initiatives, driving development. - Maintained accurate customer records, ensuring regulatory compliance. - Participated in cross-departmental projects requiring decision-making. - Optimised processes for enhanced efficiency. - Provided support and coaching to new team members. - Fostered collaboration, championing customer service excellence.

Reporting to Claims Team Leader and Supervisor- Processed Claims within company SLA, ensuring adherence to service standards for customer satisfaction. - Managed clients' medical cases, including complex VIP client groups, in accordance with service-level agreements. - Exceeded productivity and quality targets while developing Excel-based tracking systems for efficient claim management. - Utilised AWC's client database, Gulliver, accurately and efficiently. - Identified and addressed cost containment opportunities, including duplicate payments and fraudulent claims. - Generated daily SLA reports and delegated tasks to optimise team performance. - Provided coaching and support to new team members, serving as the main contact. - Presented in monthly team meetings and contributed to departmental projects for process improvement. - Conducted audits and provided support for Claims Review, Quality Assurance, and Subrogation efforts

Reporting to Claims Team Leader- Adjudicated and processed Claims within SLA for prompt resolution. - Met company service standards, aiming for zero cases for retention. - Managed medical cases per service-level agreements, including VIP client groups. - Ensured high standards for complex VIP client groups. - Consistently exceeded productivity and quality targets. - Developed Excel-based system for efficient claim management. - Utilised AWC's Gulliver database for streamlined processes. - Implemented cost containment measures, supporting the Fraud Department.

Reporting to Accounting Manager- Generated and submitted invoices for timely billing. - Recorded and reconciled banking transactions in Excel for accuracy. - Examined payroll registers to enhance accounting precision. - Reconciled expenses and accounts for financial integrity. - Monitored payable and receivable status, delegating tasks for stability. - Reviewed and reconciled general ledger entries for accuracy. - Verified billed items against received items, resolving discrepancies. - Facilitated timely payments and minimised outstanding receivables through effective communication. - Liaised with vendors and clients to address payment queries and resolve any discrepancies, ensuring smooth and timely processing of payments.

- Oversaw shop operations during scheduled shifts. - Ensured the shop was organized, clean, and stocked. - Operated the till, including opening and closing procedures. - Handled cash transactions accurately and completed necessary paperwork. - Assisted customers in selecting and purchasing items. - Processed transactions efficiently, including cash and credit card payments. - Wrapped purchased items for customers when required, ensuring a pleasant shopping experience.

- Received and accurately process food orders from customers via phone. - Ensured all customer preferences and special requests were noted and communicated to the kitchen staff. - Answered customer inquiries regarding menu items, ingredients, allergens, and delivery options. - Provided friendly and efficient customer service, assisting with order customization and recommendations as needed. - Recorded customer complaints or issues regarding orders, delivery, or service. - Escalated complaints to the appropriate department or manager for resolution.

- Managed relationships with existing clients, addressing their needs and concerns. - Ensured client satisfaction and retention through effective communication and service. - Identified and pursued opportunities to bring in new clients. - Conducted regular follow-up calls with clients to maintain engagement and address any issues. - Gathered feedback to improve services and maintain client satisfaction.

- Received and served food and drink orders promptly and accurately. - Provided a warm welcome and attentive service to customers. - Cleared tables of cutlery and dishes after guests leave. - Cleaned and tidied the food service area to maintain cleanliness standards. - Relayed, prepared, and set tables for incoming guests.

- Took orders and handled transactions at the counter. - Maintained cleanliness and organization. - Prepared food and beverages according to recipes. - Cleaned tables promptly between customers. - Ensured tables were set for the next customers.