Stephanie Grieve Email & Phone Number

Cambridge, On, Ca

Elmira, Ontario, Canada

Cambridge, Ontario, Canada

Team Lead, Customer ServiceAccountable to clients to ensure appropriate care is received in a timely manner, while providing support to Nurses, Coordinators and Managers in day-to-day operations of a home-healthcare business.• Coordinating client home visits based on medical needs, skills of Frontline Staff and geographical location• Assessment of daily and future schedules for workload distribution for Frontline Staff and determine capacity for acceptance of new clients• Support with internal teams in identification and resolution of scheduling issues • Participate in hiring and onboarding of new administrative staff

Accountable to advise the Customer Service, Administration and Sales teams through challenges of policy interpretation, and sales guidelines, while maintaining positive customer experiences. Responded to client and business partner inquiries with effective and professional communication and reviewed Associate performance and opportunities during recurring weekly and/or monthly coaching sessions.

Accountable to Business Partners and Underwriters to adhere to policy terms and conditions, by providing guidance to team members and clients, while ensuring client’s health remains top priority. • Nurtured relationships of new hires and tenured staff through regular ‘one on one’ coaching sessions• Provide tailored support and mentorship to the team to ensure quality and productivity results were met on a monthly basis• Collaborated with other departments and leadership to identify opportunities to improve efficiencies• Supported internal teams through quarterly and yearly audits

Accountable to advise the Customer Service, Administration and Sales teams through challenges of policy interpretation, and sales guidelines, while maintaining positive customer experiences. Responded to client and business partner inquiries with effective and professional communication and reviewed Associate performance and opportunities during recurring weekly and/or monthly coaching sessions.

Responded to customer and provider inquiries regarding the status of claims, resulting in first call resolution. Explained policy language, provincial and privacy regulations as they apply to travel insurance as well as assisted and support of less tenured co-workers with challenging cases.

Accountable to manage cases for Canadians travelling abroad, as well as international clients within North America, including referrals to appropriate medical facilities and non-medical providers and payment arrangements. • Clarified process procedures and intent of travel insurance policies• Requested additional information from Medical Records departments and various police services or security firms to satisfy policy requirements

Answered incoming calls from customers experiencing a wide array of medical emergencies while travelling including referrals to medical providers.

Promoted from entry level positions to Customer Service, accountable to manage approximately 30 accounts, fielding questions and complaints, completing manual and electronic order entry and locating obscure titles to fulfil client needs.