I am a highly talented coaching specialist with over fifteen years of experience in providing exceptional support for customer services representative. A coaching specialist who is driven to educate and develop others while promoting the organization and individual productivity through the continued use of technology. A mentor who is a dedicated and passionate leader who is committed to supervising and managing a team in obtaining departmental goals. Capable of fulfilling all special projects, coaching duties and tasks in a timely manner.
Proficient in exercising a high degree or initiative in judgment and discretion. Skilled in organizing work while achieving goals and objectives. Project management skills along with the ability to plan, organize and integrate priorities and deadlines while identifying operational problems. Good writing and communication skills. Ability to influence individuals to obtain team goals and company-wide performance. Takes a proactive approach to establish systematic processes and procedures that will reduce or eliminate errors. Always willing to take action on items beyond formal job responsibilities. Strong familiarity with accounts payable and foundational knowledge in accounts receivable. Demonstrates ability to work in a dynamic and constantly changing company environment while developing employees.
Consistently received positive feedback from team leaders and managers for training sessions on Health Care Reform (ACA) Affordable Care Act.
Handled customer service representative and customer complaints, while obtaining positive feedback from both parties.
Improved SQM scores within one-month period to ensure call resolution goals, are met and resolutions scores were decreased.
Trained vendor partner customer service representatives on billing and enrollment.
Strong familiarity with accounts payable and foundational knowledge in accounts receivable
Horizon Blue Cross Blue Shield of New Jersey April 2007 – June 2018
Coaching Specialist I & II for Billing & Enrollment Team
•Achieved leading role in calibration project to decrease escalations, first call resolution and repeat caller rates.
•Improved calibrations and SQM surveys by reviewing calls, and monthly outliers. Provided monthly reports for tracking and trending agents’ progress for inbound and outbound call center.
•Managed weekly calibration and focused one on one session’s with agents to close gaps for resolutions and quality trends. Conducting weekly meetings to coach vendor partner coaches on best practices, workflows and coaching tips.
•Random call monitoring provided to educate and support customer service representatives via IM or phone to ensure first call resolution is achieved through pro- active coaching.
•Supervised, mentored and coached team members on Individual Development Plans.
•Created monthly assessments, coaching tips, job aids and helpful hints.
•Training provided to managers, team leaders, coaches and customer service representatives for Health Care Reform (ACA) Affordable Care Act.
•Influenced agents to complete call backs, updates, refunds and reconciliations in a timely manner to prevent complaints or supervisor calls.
•Monitored and assessed monthly quality score cards for both accounts receivable and customer service representatives.
•Traveled to vendor site to provide education and training to vendor supervisors and coaches, while supporting daily operations.
•Created manuals for new hires and temporary employees, while working closely with team leaders and managers to ensure new information was disseminated and comprehended by all team members.
•Supported SOX Auditing Team, UCSW Steering Committee, Super-Agent and First Call Resolutions Teams.
Horizon Blue Cross Blue Shield of New Jersey November 2005 – April 2007
Enrollment Specialist and UCSW Service Coordinator
•Improved inquires as a senior contact for Medicare Secondary Payer Unit with Sales Department via email or phone by providing general updates for Care-Mark, coordination of benefits updates on NASCO.
•Achieved timely and accurate member enrollment in New Membership and NASCO for Mid-Major and Large Group Accounts.
•Volunteered to assist Small Group Billing & Enrollment phone unit to provide members with general information.
•Launched and monitored weekly reports for UCSW inventory while, providing updates on New Membership, and NASCO.
•Bachelors’ Degree in Healthcare Administration/Bachelors’ Degree in Public Policy, St. Peter’s University, Jersey City, NJ, 2012-2014
•Trained 20-25 temporary customer service representatives on New Membership system for Individual and Small Group Billing.
•Assisted Zelus vendors and training department in creating training manuals.
•Virtual training for 3 vendor partner coaches, operation manager and 25 to 30 customer service representatives.
•Created assessments for vendor agents and coaches.
•Trained customer services representatives and team leaders on New Membership system for the Off Exchange (ACA)\
•Trained on Encompass