Tracy Marchetti Email & Phone Number

Osseo, MN

• Responsible for the hiring, staffing, and quality measures for Triage staff
• Scheduling and coordinating professional development & technical training
• Team supports 300-500 calls per day on behalf of OEMs
• Serve as escalation point for the team
• Identify training and call deflection need by developing chat solutions, training tools and job aids.
• Prepare reports for management

Osseo, MN

• Inspect and verify information for accuracy, validating against service level agreements for various customers.
• Manage incoming internal and external customer phone calls
• Dispatch warranty service, minimize OEM warranty costs and increase equipment First Time Fix rates (FTF)
• Maintain updated training documentation related to dispatching and follow up processes and assist in new hire training and onboarding.
• Provide dispatch and follow up team oversight. Serve as first escalation point for ASA or Customer escalations as needed prior to engaging Account Management.
• Create and provide dispatch key metric reports.

Minnesota, United States

• Contact with patients and or insurance companies for unpaid claims for HMO, PPO and private accounts and performed friendly follow-ups to ensure proper payments were made according to contracts.
• Responsible for research and appeals of denied medical claims
• Responsible for BCBS, WA A/R

St. Louis Park, MN

• Coordinate and collaborate with the A/R follow-up team related to all appropriate correspondence for denials including the identification and elevation of issues and trends.
• Work directly with non-contracted and contracted payors (in partnership with the Director, Payor Contracting) as needed for resolution of large-scale claims issues or claim delays.
• Coordinate and trend the requests to Centers for records and/or retrospective authorization requests to ensure timely responses.

St. Louis Park, MN

• Handled "second level" calls from patients and insurance providers when necessary.
• Participated in the hiring and training of new Customer Service Associates.
• Defined job responsibilities and set priorities of the Customer Service Associates.
• Managed department schedules to ensure proper staffing.
• Monitored and tracked department metrics to identify areas for improvement.
• Initiated and participated in staff performance evaluations, compensation and development of associates, including performance improvement plans, disciplinary actions and/or terminations.

St. Louis Park, MN

• 98% accuracy rate on patient demographics at time of check in.
• Averaged 1800-2000 calls taken monthly in customer service.
• Assisted customers with questions regarding billing statements or insurance EOB's