Steven Casey, Mba Email & Phone Number

Florida, United States

Virtual

• Track real time call volume and trends to monitor staffing levels throughout the day and assess the need for skilling changes. Maintain employee profiles and reallocate resources to accommodate different types of calls. Monitor all call queues to insure meeting metrics.• Monitor compliance to client-specific performance guarantees, adjust skilling accordingly and notify management of problems as soon as possible.• Serve as a technical support for systems and phone problems within Member Choice Center (MCC). Troubleshoot call center system, production systems, or phone problems. Follow-up on issues until resolved and maintain issue log.• Provide reports to call center management on call trends, productivity, quality, service levels and cost per call. Run ad hoc reports as requested.• Communicate performance and scheduling updates at Daily Production Meetings.• Respond to incoming requests to the RMG email box within 24 hours.• Complete necessary paperwork for phone access for new or transferring employees.• POC for vendor Concentrix and LOB Pharmacy Help Desk, reporting and resolving any issues vendor Concentrix may have and monitoring as well as reporting PG’s for Pharmacy Help Desk to ensure we are meeting all goals to avoid penalties.• Provide reporting on performance to leadership teams using excel and other tools for reporting of Contact Center operations.

Georgia

• Directly oversee new hires and teach them the tasked curriculum needed to complete their jobs.• Help create the new hire schedule and curriculum to improve the training for the new hires.• Follow curriculum for new hires and improvise as needed to help demonstrate the responsibilities and solutions of the job.• Oversee the production of new hires to make sure they are aware of and following company processes taught to them, as well as meeting site goal expectations of them.• Compile the statistics of the new hire class to report to upper management and director.• Communicate with the new hires effective ways for completing certain responsibilities.• Successfully demonstrate best practices within the company and how to be elite to do more in the company.

Georgia

-Point of contact for teams of 20-25 Patient care advocates. Update advocates on new business processes, policies, or procedures, feedback given for development and growth, monitoring stats for contact center to make sure advocates meeting company goal, and coaching of patient care advocates for positive reinforcement on company performance and productivity. -Contact Center point of contact if managers out of office or in meetings.

• Answer and help guide our 1st level advocates on any questions they have about processes or tasks.• Complete duties that are not completed by 1st level advocates for patients i.e., prepayments, credits, order expedites, etc. • Take calls from irate patients requesting to speak with a member of management. • Work in collaboration with other departments within the company to complete the demands of the patient’s day-to-day matters.• Communicate with 1st level advocates on options to resolve any unusual matters for our patients. • Work independently from time to time to complete tasks that are handed down from upper management day-to-day.• Communicate with client and account managers daily through company email and calls for patient needed information on resolutions they provide. • Organize pertinent information needed in order to complete special tasks for some members and present to team any findings in order to effectively handle future issues.• Quickly solve problems that members are experiencing with their accounts or being able to receive their medications.

Georgia

• Assist patients with any inquiries they have about their prescription plans, complete refills, contact Dr. for new prescriptions if needed. Also contact other departments as needed for help with any prescription issues.

Doctor Of Business Administration - Dba, Health/Health Care Administration/Management

Master Of Business Administration - Mba, Healthcare Management

Bachelor Of Science - Bs, Organizational Leadership

Activities and Societies: Phi Beta Sigma Fraternity