Thaddeus Phillips Email & Phone Number

San Antonio, Texas Area

Triages routine provider issues and internal inquiries regarding policies and procedures, credentialing or claims status, orientation activities, and database or portal information or usage. Supports or assists with operational activities that may include, but are not limited to, database management and contract coordination.Educates providers on portals, protocols, policies, procedures, and services to enhance the overall provider experience. May assist with or perform standard provider recruitment or contracting or re-contracting functions and discussions.Performs credentialing support activities as needed. Identifies global Plan Sponsor specific issues and escalates to Account Manager for resolution, while staying abreast of resolution steps Supports or assists with operational activities that may include, but are not limited to, database management and contract coordination. Supports installation of new and existing accounts by attending implementation planning/process meetings. Initiates and maintains partnerships with other departments throughout the organization. Encourages cooperation by promoting common goals and building trust. Inspires, supports, and initiates cross-functional activities Insures acknowledgement and resolution Performance Guarantee goals are met within the scope of the Client Advocate role Utilizes exceptional written communication skills during interaction with Plan Sponsor, assuring clear, concise information is relayed and proper grammar and punctuation are used Possesses flexibility, workload balancing, and willingness to assist team members when backlogs occur to achieve success and meet customer expectations Ability to work with cross-functional business units to meet customer needs; promotes collaboration among constituents and represents a professional image of the company

San Antonio, Texas Area

• Consistently met performance expectations including ongoing phone time. • Motivated and encourage team members. • Provided weekly reporting of performance and behavioral trends compiled through team observation to management. • Communicated professionally across all sites and levels of the organization. • Met with Coordinator daily to discuss plans/strategy for the day, provide feedback regarding observations. • Completed delegated tasks and duties. • Demonstrated a standard of courteous, convenient and correct brand of service. • Resolved escalated calls. Handle customer inquiries daily to maintain subject matter expertise. • Recognized call center trends and communicate recommended solutions to management. • Participated in quality calibration sessions and department meetings.

San Antonio, Texas Area

• Hired as a Customer Communications Representative then quickly promoted to an Integrated Customer Communications Specialist and later promoted to Internal Quality Auditor for Medicare Part D products. • Performed quality review for one or more aspects of Enrollment Department. • Performed focused reviews for phone quality, task audits and enrollment applications to target potential problem areas. • Completed audit reports outlining quality statistics and explaining identified errors and the causes of these errors.• Communicated effectively with management to gather audit documentation and explain results. Individually coached representatives on call monitoring to assist with quality standards. • Interface with members and providers to respond to routine inquires and resolve concerns. Cross functional claims examiner and phones representative. • One of the only representatives who process electronic claim submission issues and member reimbursement influenza claims. • Trained team on DirectProvider.com and several representatives on processing member reimbursement claims. • Assigned to mentor to new employees then as a team mentor. • One of few representatives able to take escalated issues. • Lead contact for several key providers. • Assisted on several projects for senior management. • Trained to enter medical authorizations initiated by mental health provider.

Harrisburg, Pennsylvania Area

• Assisted members, providers and brokers with inbound inquires and education of medical plans, claims and information. • One of three representatives trained to do file audits.• Provided senior management with call tracking modifications/ input to provide an efficient and more productive database. • Originally hired a temporary employee and quickly promoted to a permanent employee.

Harrisburg, Pennsylvania Area

• Retained customers by educating and re-selling the benefits of Earthlink products and services. • Provided profitable solutions to Earthlink customers who requested to terminate service. • Answered inbound calls, identifying and assessing customer issues and resolving them to successful resolution. • Evaluated service type, products and/or usage patterns to create issue resolution • Provided value-added services to customers by doing whatever was reasonable and possible to meet and exceed customer expectations.

Harrisburg, Pennsylvania Area

• Assisted with daily mail processing and distribution of mail. • Operated Delivery Barcode Sorter, Barcode Sorter and various other processing equipment in the Automation Department. • Extremely knowledgeable of mail flow process and accountable for meeting daily deadlines and production standards.

Harrisburg, Pennsylvania Area

• Originally hired as Associate Service Specialist, quickly appointed to be Team Mentor and then, promoted to Service Operations Specialist. • Appointed lead contact for Anesthesia Provider Affairs Representative in the Group Health Plan corporate offices based on product knowledge. • Served as one of the only anesthesia claims processors in Group Health Plan’s regional office. • Assisted Quality and Training Department with updating anesthesia claims processing manual in preparation for company-wide training for processors. • Recruited by senior management to assist with several proprietary assignments.

General Studies

Elementary Education And Teaching