Tia Degraide Email & Phone Number

Providence, Rhode Island Area

• Ensuring customer satisfaction by managing calls and emails with detailed and friendly support• Attained a consistent 96% QA score and a 95% customer satisfaction score• Created and act as a captain for Team Ohana, which incorporates new hires and buoys morale –especially during times of remote work – through activities, interactive games, and prizes for employees• Drive engagement and rely on thoughtful analysis to propose solutions• Investigate new product functionality and monitor customer satisfaction through survey data• Expedite corrections or adjustments to customers, following up promptly to ensure resolutions• Collaborate with Account Team to examine client experiences and develop adjustments for improvement

West Warwick

• Single-handedly managed and tracked all account changes and accounts payable for multiple products• Transformed the accounts payable process for main revenue source and dramatically decreased the number ofsuspended and lost accounts• Coordinated across multiple teams to ensure payment and customer satisfaction• Regularly advised multiple teams on various customer issues and questions• Meticulously documented tasks in Salesforce, using its analytics to develop process improvements• Counseled renewing clients and trained them on the new customer portal• Became the key point of contact for customer complaints and initiated their triaging and resolution

Providence, Rhode Island Area

• Managed requests for prior authorizations from providers and members while answering inquiries of internal and external customers• Conducted outbound calls to welcome new Rite Care members and orientate them to BCBSRI• Researched claims-related issues and reprocessed claims based on analysis of medical policy and criteria• Coordinated transportation and translation services for eligible members• Resolved complex member issues regarding billing, claims, benefits and general inquiries