Manage the implementation, planning, and overall performance of Customer Service, Provider Services and the Member Advocate Outbound Team for all markets nationwide. Including ensuring staff are knowledgeable of all QualChoice Health products and services offered as they consistently provide accurate information to members, providers as well as any potential members. Also responsible for assuring high levels of performance in quality, key performance indicators such as service levels and abandonment rate and average speed of answer. Accountable for developing leaders with the customer service organization along with the continued development of staff in order to consistently deliver high levels of performance.

• Planned and implemented policies and services for a new-to-the-business call center• Supervised day to day activities such as patient, pharmacist and provider communication• Communicated the company’s purpose, core values, and vision, to front-line employees• Set standards for interactions with customers/patients• Drove customers/patient retention, satisfaction, and need fulfillment• Implemented quality and compliance guidelines• Designed, launched, and documented improved operational policies and procedures• Kept staff current on all competencies, assessments and certifications• Introduced and supported a continuing education program• Monitored daily statistics, such as service volume, call activities and efficiency• Applied statistical data to drive agent coaching and to forecast and plan staffing accordingly• Hired, trained, motivated, and coached staff• Developed and established complaint management, including an issue escalation process• Established agent goals and delivered performance evaluations• Personally assisted with clinic front desk and provider support operations as needed• Cross trained my agents to fill in when other departments required additional help• Set communication standards for Insurance authorizations• Supported Physician scheduling

• Coordinated cross functional communications between teams in multiple centers nationwide• Communicated strategies for short and log term implementation from 3 months to 2+ years• Relocated employees through support activities and inter-departmental communication

• Supervised a team of 15+ customer financial services representatives • Conducted monthly 1-on-1’s focused around goal setting and career progression discussions• Evaluated all aspects of representative performance to provide ongoing coaching and feedback • Utilized direct and indirect observation and reviewed reporting tools to gauge representative commitment to service level, quality, schedule adherence, first call resolution and other metrics• Selected for multiple cross-functional regional and national projects

• Coordinated a team of 9-12 senior representatives (Coaches) to provide side-by-side coaching and skill development to classes of 20-30 newly hired customer service representatives over an 11 week period, directly following New Hire training , to ensure their readiness to take calls unassisted• Scheduled, facilitated, and assisted in the development of ad-hoc training to ensure up-to-date knowledge and skill building for new representatives• Acted as point-of-contact for numerous departments and teams within the contact center, including Training, CS Operations, Human Resources, Intraday Management, and all senior leadership• Actively focused on goal setting and education management to support the career objectives of the Coaches and the development of their communication and leadership skills• Delegated administrative and coaching responsibilities among the Coaches to strengthen individual skills and encourage collaboration with their peers• Fostered relationships with other transition teams throughout the region, to share best practices

• Supervised a team of 10+ customer service representatives with a focus on developing their individual skills and teamwork• Conducted monthly performance reviews to ensure steady growth towards center and area objectives• Evaluated all aspects of representative performance to provide ongoing coaching and feedback• Managed escalated calls and responded to customer complaints• Calibrated with center leadership to review goals and metrics and ensure consistent communication• Utilized direct and indirect observation and reviewed reporting tools to gauge representative commitment to service level, quality, schedule adherence, average handle time, and other metrics