Call Center Customer Service

Deborah M. Hosner

*********@***.*** 817-***-****

Professional Profile

Manager with the ability to engage staff to achieve company and employee goals. Over 20 years of management experience in an office environment.

State National Companies Document Processing Supervisor

Oct 2017–July 2022

Managed from 20-40 employees. Responsible for processing insurance documentation for credit union accounts.

• Developed processes to reduce backlog because of COVID lockdown.

• Created Hybrid solution to allow employees to work from home.

• Effectively managed 20-40 permanent and contract employees both on-site and remote.

• Part of the management team responsible for implementation, hiring, training oversight, and testing new Optical Character Recognition (OCR) software

USMD Call Center Supervisor

Mar 2015–Aug 2016 Temporary Position

Assisted call center supervision and centralization.

• Improved service levels from 65% to 90% withing 2 months for New Patient Call Center.

• Reduced existing backlog of over 3 weeks to within 5 days.

• Centralized the RX Prior Authorization process.

HMS Operations Manager

Mar 2007–Oct 2013

Managed the newly created centralized medical record document imaging department consisting of a super of a supervisor, 3 leads and contract staff of 40+ employees.

• Implemented a paperless medical record review process increasing clinical staff to increase their review by 25%.

• Organized the department to allow increase in imaging from twenty thousand documents per month to over 1.2 million within the first 9 months.

• When in Provider Relations developed the concept to combine the current system of record application with the imaging software.

EDUCATION

North American Business School

Legal Secretary Diploma

Associate Customer Service (ACA)

Long Term Care Professional (LTCP)

SKILLS

Inbound/Outbound Call Center Experience (10+ years)

Document Imaging, OCR Experience (3+ years)

Microsoft Office Level-Proficent

Certified Medical Terminology

PMP Training

Six Sigma Training

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