Joanne Gollett

Customer Service Supervisor/Manager/Healthcare Support

Pompano Beach, FL 33069

ac40b8@r.postjobfree.com

754-***-****

Work Experience

Package Handler (Part-Time)

FedEx Ground - Pompano Beach, FL

July 2017 to Present

•Utilizes “hand-to-surface” methods for all package handling.

•Loads and unloads packages onto or from delivery vehicles, trailers, pallets, conveyor system carts and load gratings.

•Lifts, carries, pushes and pulls packages on a continuous and repetitive basis for approximate shifts of two to four hours.

•Determines the appropriate conveyor system by scanning packages, reading labels and charts, verifying numbers and memorizing information and sorts packages accordingly.

•Performs other duties as assigned

Verifications of Benefits Manager

Medpro Bill Inc - Tamarac, FL

January 2016 to July 2016

*Manage and directing the daily activities of substance abuse verifiers.

* Acting as an information source for verifier's questions and giving direction and instruction as needed.

* Coach and mentor representatives, conduct team meetings and conduct call monitoring.

*Trained new hires company products, benefits and policies.

*Provided ongoing training on new products, services and polices for staff.

*Trained clients via conference calls & face to face on company software.

*Presented department functions to potential clients through an on boarding process.

*Served as point of contact for escalated issues from clients and resolved issue.

* Completing performance evaluations and creating and updating reports on team performance.

* Evaluating support processes and recommending and implementing improvement strategies.

*Working cooperatively and collaboratively with all levels of employees, management, and external agencies to maximize performance, creativity, problem solving, and results.

*Verified insurance benefits and C.P.T. code eligibility.

*Completing administrative tasks including, but not limited to payroll, ordering of supplies, etc.

*Interviewed and hired new team verifiers.

*Created and implemented performance guidelines within department.

*Monitored schedule adherence, attendance and scheduled time off.

* Performed disciplinary actions; as needed.

Fraud Account Supervisor

SITEL - Pompano Beach, FL

July 2015 to January 2016

* Manage and directing the daily activities of fraud account representatives; who handled credit card disputes.

*Acting as an information source for call center representatives questions and giving direction and instruction as needed.

* Coach and mentor representatives, conduct team meetings and conduct call monitoring.

*Resolving escalated customer concerns.

* Completing performance evaluations and creating and updating reports on team performance.

*Evaluating support processes and recommending and implementing improvement strategies.

*Working cooperatively and collaboratively with all levels of employees, management, and external agencies to maximize performance, creativity, problem solving, and results.

*Completing administrative tasks including, but not limited to payroll, ordering of supplies, etc.

*Trained staff on company products, benefits and policies; staff size 15-20.

*Provided ongoing training on new products, services and polices for staff.

*Monitored schedule adherence, attendance and scheduled time off.

* Performed disciplinary actions, as needed.

Customer Service Supervisor

Emblem Healthcare Admninstrators - Hollywood, FL

May 1996 to May 2015

*Manage and directing the daily activities of customer service advocates; who handled managed healthcare insurance inquiries from members, providers and vendors in call center.

*Monitored Inbound & Outbound calls for compliance and quality standards.

* Provided coaching and mentored advocates, conduct meetings, managed daily reporting and worked as needed projects.

*Completing performance evaluations and creating and updating reports on team performance.

*Resolving escalated customer concerns.

* Evaluating support processes and recommending and implementing improvement strategies.

* Working cooperatively and collaboratively with all levels of employees, management, and external agencies to maximize performance, creativity, problem solving, and results.

*Completing administrative tasks including, but not limited to payroll, ordering of supplies, etc.

*Provided resolutions to member and provider inquires by phone regarding plan benefits and enrollment inquiries.

*Researched, investigated and resolved administrative aspects of member & provider appeals.

*Provided written acknowledgment of all member and provider correspondence.

*Prepared written responses to all member and provider correspondence that appropriately address the issues.

*Provided understanding of claim inquiries, explanation of benefits (E.O.B.) to members and providers.

*Lead liaison on special work related projects(referral/authorizations, work list management).

*Served on internal employee committee to ensure compliance of company policies.

*Trained class of 15-20 referral/authorization data entry representatives in class room setting on entry of I.C.D-9 & C.P.T. Codes, plan benefits and eligibility.

*Managed day to operations of referral/authorizations data entry representatives (15-20).

*Trained new hire customer service advocates in class room setting on company products, benefits and policies

(class size 15-25).

*Provided ongoing training on new products, services and polices for staff.

*Ensured department performance guidelines met through Average Handle Time and After Call Work.

*Monitored schedule adherence, attendance and scheduled time off.

* Performed disciplinary actions, performed interviews, and conducted job screening tests for company positions. Education

Diploma in General Studies

Palm Beach Gardens High School - Palm Beach Gardens, FL August 1985 to June 1989

Skills

Customer Service (10+ years)

Additional Information

COMPUTER SKILLS

Software • Microsoft Word, Excel, People Soft, Impact 360, Citrix, Genesis, ADP Payroll, Cyber shift pay

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