Act as a mentor to new hires.Receives consent, obtains and processes client data. Answers incoming calls as operator and directs to appropriate personnel while applying superior customer services. Understands the Medicare Benefit for Chronic Care Management (CCM) and Transitional Care Management (TCM) and articulates the client/patient benefits of the program and the impact to their continued wellness plans. Enters all information accurately and promptly into electronic medical records system according to organization's processes and procedures. Provides general office support as directed.Follows all privacy policies and maintain the confidentiality of protected healthcare information (PHI).

Customer Service, Team Leadership, Epic, Microsoft, Call Center, Clerical

Works proficiently on Epic registration and maintain a score of 94% on quality scorecards.Registers on an average of 300 patients monthly for 8 different doctors.Assisted clinical staff in creating a radiology protocol to better assist nurses and families when patients need radiology procedures performed. Trains all staff on new registration process for physical therapy as well as created a job aid.Consistently come up with new ideas to run the orthopedic clinic more effectively.Responsible for overseeing coworkers and making sure everyone meets the needs of the families and clinical staff.Point person for all communication, (Families, patients, and clinical staff).Schedules on an average of 150 patients per month for 8 different doctors.

Mentored and trained new hires to transition from training to actual job performance in the call center.Maintained a 98% accuracy rate on audits. As well as answered an average of 75-100 calls daily.Answered an average of 75-100 calls daily.Assisted nurses with authorizing radiology procedures on high call volume days.

Maintained excellent score cards by following the guidelines of a 2-day turn around to resolve issues via phone and e-mails.Established important contacts with several departments within WellPoint to better assist customers in resolving issues.Assisted coworkers in resolving difficult issues.

Promoted from CSRI to CSRII within 1 year of employment.Mentored new hires to transition from training to actual job.Functioned at Team Lead in the absence of the designated Team Lead. Resolved customer service and employee issues.Assisted Trainers in improving training manuals for new hires.Answered over 100 calls daily from hospitals and vendors.

Started out as Customer Service Representative. Demonstrated core competencies and promoted to Assisted Operations Manager within first year of employment.Managed 10 employees and 40 independent contractors. Developed training manuals for the hiring of new employees. Coordinated the hiring, training, and termination of employees. Accounts payable, receivable, and payroll. Skills