Call Center Business Development

ERIC DOW Page *

ERIC DOW

PHOENIX, AZ • 602-***-**** • ********@*****.***

HEALTHCARE MANAGEMENT

Expertise in managing healthcare equipment education & efficiency procedures. Areas of Expertise

Staff Recruitment HIPAA Compliance Turnaround Leadership Direct Interpersonal Communication New Product & Market Launch Client Conflict Resolution Business Development & Management New Product Integration & Instruction Data-Driven Decision Making Provider/Client Relations Accounts Receivable and Cash Application Team Development, Mentoring & Management

Prior Authorization Submission and Process Review Patient Registration, Tracking, and Charting Program Eligibility Qualification

Technical Proficiencies

Microsoft Office Suite Brightree Billing and Patient Charting Avaya Phone Metric and Monitoring ADP Payroll Verizon Connect Dispatch Teliopti Workforce Management 8X8 Virtual Office AZTEC/PMMIS TIMS Information Systems Paychex Payroll AS 400 Salesforce

PROFESSIONAL EXPERIENCE

VITALANT BLOOD DONATION – Tempe, AZ.

2021

Donor Outreach Supervisor (Call Center)

● Support various Customer Relation Management software and create functional and creative processes to utilize tools.

● Train CRM software to new employees by optimizing user and donor functionality.

● Oversee the execution of regional calling support and audit processes to evaluate staffing and donor resources, scheduling goals to meet enrollment needs, and recruitment opportunities to meet our daily and monthly production goals.

● Resolve IT issues and further escalate IT issues in an efficient manner for quick resolution.

● Hire, supervise, train, and evaluate performance of personnel.

● Develop presentations for internal and external reports.

● Identify and effectively resolve personnel issues including escalated issues within the department.

● Provide regular coaching and feedback to direct reports to help manifest strengths and weaknesses.

● Work closely with regional teams and departments to excel and align similar and differing goals and objectives in accordance with regulatory requirements.

● Report productivity to team and regionally, working closely with regional teams to strategize and identify production issues and opportunities.

● Manage projects and improvement processes to increase department success. CVS HEALTH – CVS Pharmacy – Scottsdale, AZ.

2021

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Health Care Concierge

● Build relationships with customers, patients, caregivers and healthcare organizations.

● Assist customers by helping them navigate healthcare services and products with the CVS network or their own personal network care team.

● Promote CVS consumer facing healthcare programs/initiatives and HealthHUB offerings.

● Act as a Product Resource Assistant for all Home Health Care (HHC) products in regard to durable medical and acute care supplies.

● Adhere to professional practice standards.

CVS HEALTH – CVS Pharmacy – Scottsdale, AZ

2021

Shift Supervisor

● Covid-19 Testing team member involved with nasal PCR test prep and actual education and administration of testing.

● Covid-19 Vaccine team member involved with both pretest vaccine education, registration, post-test monitoring and after care.

● Pharmacy Technician Trainee License with the AZ. Pharmacy Board.

● Liaise between management and front line staff through effective communication of information.

● Supervises store crew through assigning direction and follow up.

● Customer and pharmacy member assist with questions, problems and complaints.

● Promote CVS customer service culture and handle relations issue in accordance to company policies.

● All aspects of merchandise presentation and store appeal. CVS HEALTH – CAREMARK – Chandler, AZ 2020 -

2021

Customer Care Representative (Call Center)

● Insurance claim processing.

● Responds to patients, referral sources, and business partners regarding Caremark services.

● Inquiry and investigation on past adjudications, de-escalation and conflict resolution.

● Provide client program offerings to members.

● Adhere to company key performance metrics contracted with clients including call handle times, member satisfaction scores and use of internal resources to adjudicate insurance claims.

● Provides cost estimates on pharmacy products and medication in relation to insurance. LINCARE – Eureka, CA 2019 – 2020

Center Manager (Branch Operations)

● Focus staff activities to meet Key Performance Indicators in Safety, Quality, Business Growth, and Productivity.

● Working with the Sales team to perform sales calls and presentations on existing and potential referral sources to develop lasting relationships.

● Working with the clinical team to deliver quality services in a timely manner and upholding clinical values to improve patient outcomes.

● Working with Customer Service Representatives to build and drive best practices.

● Working with the Logistic team to optimize delivery and route management.

● Adherence to FDA, DOT, and OSHA regulations to promote a safe and quality environment to deliver medical equipment to our patients.

● Inventory, asset, purchasing and maintenance oversight including payroll applications.

● Hiring, Onboarding, and Performance management of all staff.

● Responsible for overall profit loss of the branch with revenue capture. STATESERV MEDICAL – Mesa, AZ 2018 – 2019

Customer Care Supervisor (Call Center)

● Regularly utilized Verizon Connect program to schedule and track deliveries to facilitate technician efficiency.

● Forecasted and staffed workforce using analytic software. ERIC DOW Page 3

● Charged with developing and providing necessary training & education to new and existing team members.

● Provided support management relative to effective telephone communication.

● Supervised and regulated the operation & organization for dispatch, order intake, and order scheduling. PREFERRED HOMECARE – Phoenix, AZ 2015 – 2018

Patient Services Supervisor (Call Center)

● Regularly participated in additional training to further personal knowledge related to position.

● Efficiently maintained high level of customer satisfaction through effective conflict resolution and direct interpersonal communication.

● Designed and integrated process improvements resulting in positive effects to the quality of customer service.

● Developed and implemented necessary changes in workforce and processes utilizing the information gained through the gathering, and analyzation of service metrics.

● Consistently met and surpassed customer service objectives across departments utilizing excellent leadership & management skills, enforcing policies & procedures, and implementing changes as necessary to facilitate success.

● Responsible for accounts receivable and revenue capture. MEDONE HEALTHCARE, Tempe, AZ 2014 – 2015

Revenue Qualification Specialist

● Oversee claims through Medicare to determine & reconcile inaccuracies; develop & implement quality review audit protocols relative to Medicare claims & reimbursement.

● Produce & present education opportunities for a variety of CMS audit and grievance appeal scenarios.

● Collaborated with & supported sales staff to ensure veracity & preciseness regarding documentation and claim submissions.

APRIA HEALTHCARE, Tempe, AZ

2009 – 2014

Customer Quality Team Lead – Customer Quality Specialist (Call Center)

● Supervised call center department and implemented necessary improvements, resulting in an increase in individual productivity and overall performance.

● Regularly completed internal audits and analyzed the results to isolate areas in need of improvement, in addition to implementing critical coaching procedures.

● Generate and employ the use of Excel spreadsheets to identify areas of improvement in the company and recognize origins of errors. This due diligence not only identified potential errors, but also mitigated future complications.

● Assisted subordinate employees in times of need, expediting proficiency, precision, and timeliness.

● Improved employee functioning by directing performance evaluations, and suggestions about promotions and discipline; along with offering counseling using online team collaborations, virtual teams, and general guidance.

● Ensured consistent compliance with regulatory policies & procedures.

● Maintained an open line of communication with patients to obtain confirmation of orders and guarantee full disclosure of financial responsibility.

● Collect and validate clinical/insurance information, resolving inaccuracies when necessary; utilize said information to processing or reimbursement as needed.

● Resolved client complaints by identifying the source of the problem and facilitate the appropriate corrective action. HIGHLIGHTS & CONTRIBUTIONS

Developed, integrated, and maintained new protocol for the audit process, resulting in a drastic improvement in error rate, from 33% down to 15.42%.

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Effectively lead staff to reconcile a negatively presented backlog; assisted the improvement of pending orders down to 360 from the original 2.3K and decreased percentage aged from 75% to only 3.68%.

Acting as operations manager, immediately responsible for capital assets & gross sales totaling nearly 500K.

Reduced open accounts receivable/held sales from 31% to 21% in five months.

Efficiently resolved six-month-old difficult eligibility case in one business day.

Designed, introduced, and trained ADJC staff on new reference material program over the course of approximately 90 days; recognized by the State of Arizona for the resulting simplification & enhancement within the health care accessibility process for at-risk youth.

Through the development of a departmental contest designed to improve cooperation among staff, generated a potential $66K in lost revenue regarding sleep therapy equipment.

Effectively decreased in-process Hospice DME orders from 1.3K down to only 310 through the employment of an active & dynamic management approach.

Efficiently increased Service Level Agreements through the recruitment & training of high caliber staff, ultimately decreasing hold times from 80% to 23%.

Increased Conversion of whole-blood donors to specialized apheresis from 1.7% to 2.56% PRIOR EXPERIENCE

JRB INC., Tempe, AZ – Operations Manager/Merchandising Supervisor STATE OF ARIZONA-DES/AHCCCS, Phoenix, AZ – Outreach, Eligibility EDUCATION

SCOTTSDALE COMMUNITY COLLEGE

Associate of Art (A.A.), Liberal Arts

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