Stephen White Email & Phone Number

• Work closely with the Executive Management Team to meet departmental goals and performance.
• Maintain a subject matter expert level of knowledge regarding medical & pharmacy benefits, specialty pharmacies, and reimbursement procedures associated with those areas.
• Plan, review and optimize workflows within the program and larger call center operations.
• Oversee accurate completion of data entry, benefits, funding, free drug dispensing and other related daily tasks to ensure compliance with SOP’s and SLA’s.
• Obtain and retain working relationships with HCP, SP’s, Patients, and Hospitals as you educate/assist them on resolutions regarding patient access.
• Cross sectional work with the company and the client (FRSM) to address and resolve concerns and/or escalations.

North

• Developing and implementing training curriculum for both new hires and existing employees in relation to Pharmaceutical Hubs.
• Auditing and review of ongoing business process and implementing process improvements where necessary.
• Providing feedback and training to both management and their direct reports as it pertains to call trend analysis.
• Retain an updated knowledge base on new training procedures and best practices.
• Creating a collective and linear form of training to implement for new clients across the business platform.

Norwood Mass

• Point of contact for root cause analysis for claims and escalations in reference to DOL complaints, BBB, and media.
• Quality Control as it relates to client knowledge and participant interaction within our call centers.
• Providing feedback, training, and guidance as it pertains to call trend analysis.
• Client contact for plan knowledge implementation.

Norwood Mass

• First Case processing on internal software “Siebel” for inquiries submitted on the request of plan participants for Health and Benefits administration.
• Creating process improvements within existing operating procedures for Call Center employees.
• Using my knowledge of the business and its field to create new programs to stay competitive.
• Ticket, Call trend analysis and reporting on a weekly and monthly basis for all Call Centers.
• Individual employee evaluations and the team face of feedback presentations.
• Assisting with Knowledge Base redesign, maintenance, and overhaul.

Norwood Mass

Norwood Mass

Trained in Defined Benefit, Defined Contribution pension plans, and Health and Benefits. Assisted in maintenance and education of accounts including withdrawals, deposits, open enrollment, coordination of benefits, and dispute resolution.

Made sure that all office operations were functioning properly to allow consistent flow of work.

As Assistant Manager first, I worked in various areas such as Operation and Merchandising. In the Operation role I took care of paper work as well as making sure all company protocols were being followed. In Merchandising I focused on store presentation as per administrative directive, including all changes and substitutions. Then as a Store Manager I was.

Master'S Degree, Criminology

Bachelor'S Degree, Sociology