Stephen Ogrodnik Email & Phone Number

Westlake, Ohio, United States

»» Recruited to return to the organization following a brief hiatus based on a history of top performance, performing centralized billing and collections functions for all road calls executed by third-party providers.»» Enter service data into each system and database in a timely manner, identify and resolve discrepancies, and ensure contract compliance to fuel invoicing accuracy. Expand vendor network—and maintain complete profiles—to mitigate roadside assistance delays when a dedicated partner is unavailable.»» Slashed outstanding invoices 90% by working with managers and software developers to provide input on streamlining workflow and minimizing keystrokes, informing changes that transformed operational processes and optimized productivity.»» Rank as a top 5 agent based on invoice production, consistently achieving a full-day goal of 22 invoices in just 2 hours, demonstrating keen attention to detail, ability to identify and correct errors, and acute administrative efficiency.

Columbus, Ohio Area

»» Eradicated a backlog of 800+ outstanding claims, working diligently to review issues, identify errors and trends, and implement corrective actions to expedite processing and mitigate delays.»» Established sound processes and systems to confirm patients’ Medicare and Medicaid status and eligibility, document pre-authorizations, and update vendor and provider profiles.»» Reduced outstanding claims 80%+ by recognizing claim errors and implementing process improvements, going above and beyond performance expectations by reviewing source codes, correcting errors, and mitigating future occurrences.»» Expanded provider network to improve plan accessibility for patients across the country, recruiting and onboarding providers, educating on policies and procedures, and ensuring claims processing compliance to thwart reimbursement delays.

Westlake, Ohio, United States

»» Recognized for keeping an open mind when learning new methods and programs, even under stressful situations, reporting mistakes as they are uncovered, and being sure to implement swift corrective actions to prevent payment delays.»» Earned only ‘Above Expectations’ and ‘Outstanding’ ratings on performance reviews, reflective of commitment to achieving operational excellence, showing initiative and solving problems, and communicating and collaborating with peers.

Westlake, Ohio, United States

»» Earned rapid promotion to field time-sensitive roadside assistance calls in a fast-paced and high-volume contact center environment, communicating with the trucking company and independent drivers—averaging 4.75 calls per hour—while dispatching technicians.»» Monitored service calls and roadside repairs to ensure the achievement of contractual obligations, communicating proactively as a liaison between customers and dispatch sites to expedite response and repairs.»» Managed an average of $10K in maintenance calls each day, ranking in the top 10 of 100+ agents for productivity, call handling efficiency, customer satisfaction, and overall quality, contributing to a call abandon rate of less than 5%.