Tyrone Dillon Email & Phone Number

United States

Supervise, coach, develop, and mentor team lead and 12 to 17 direct telecommute reports handling medical prior authorization calls.Monitor individual performance through report analysis.Set priorities for the team to ensure task completion and performance goals are met.Coordinate work activities with other supervisors to support business needs..Effectively review and provide direction and suggestions to modify or update processes for maximized service levels.Monitor call volume and representative status in order to guarantee adequate call coverage.Complete regular 1:1's as well as annual performance evaluations with direct reports.Successfully provide coaching and feedback to create maximized statistical outcomes.Complete regular wellness check-ins with direct reports.Review, update, send notifications, and approve payroll for direct reports.Motivate team and peers to achieve objectives and satisfy company standards of production and quality.Manage and resolve escalated calls and emails from providers, members and other departments.Interview, vet and hire new, sustainable representatives as needed.Lead UAT testing, provide feedback and data to ensure system updates functionality.Ensure adequate agent coverage for maintaining fax-related authorization requests completion within turaround time.Lead collaborative, interdepartmental meetings, including offshore vendor partners, to confirm processes are followed and changes are implemented as required

United States

Established positive rapport with providers, managers, peers and customer service team members to maintain a positive and successful work environment.Managed a team of customer service representatives (12-19) and made certain they were actively taking calls and servicing the queue.Maintained knowledge of company policies, procedures and personnel, in order to promptly resolve provider’s complaints and concerns effectively.Assessed representative performances by delivering one-on-one coaching to promote the most efficient service output and improve productivity.Guide representatives from multiple teams with resolutions to challenging questions, escalated inquiries and supervisor calls.Reviewed timesheets for my team and make corrections as needed prior to approving logged hours.Evaluated Claim Review reports, guaranteeing authorizations were properly built for claim reprocessing and payment integrity.Effectively collaborated with members in other departments to ensure that the interdepartmental dependencies of end-to-end service were seamless.Interviewed, hire and assist in the training of new quality-focused customer service representatives.

United States

Acted as a liaison between customer service representatives and their supervisor.Assisted supervisor by keeping track of agent's statistical metrics and administering coaching opportunities to representatives by way of in-person meetings.Monitored the call queue to verify representatives are available for calls and not over-utilizing Aux usage and ACW.Generated and sent out emails concerning company policy reminders/changes, procedural updates and daily task requirements.Actively reviewed new representatives work to ensure that they are creating authorizations accurately.

United States

Triage incoming calls to determine appropriate action with focus on achieving first call resolution.Created authorizations for medical equipment, office visits, and surgical procedures.Checked authorization requirements for CPT and HCPCS codes.Served as a mentor for new representatives to shadow while taking phone calls.Assisted other representatives when members of management were not available.