Remote Customer Service Coordinator Candidate
Resume:
Richard Corbett
Woburn, MA *****
617-***-**** - ************@*****.***
Professional Summary
Resourceful and results-driven professional with a proven ability to manage diverse responsibilities across business operations and office management. Adept at building strong relationships, resolving complex issues, and driving process improvements. Seeking a challenging position that leverages my experience and allows me to further develop my skills while contributing to organizational success.
Accomplishments
Business Development: - managed key provider relationships, resolving escalated provider issues, and negotiating value-based contracts that align with the plan's strategic goals. My primary goal and focus is being the primary point of contact for providers/members, collaborate with internal teams, and promotes a positive relationship with a goal of building strong member/provider satisfaction.
•
Skills
• Account management • Customer service
• Teamwork and collaboration • Client relations
• Strategic planning • Goals and performance
• Team Training • Documentation and reporting
• Project management Customer relationship
management (CRM)
•
Business development and
planning
• • Data analytics
• Lead development • Employee mentoring
Work History
11/2020 to Current Provider Account Manager
Point32Health – Canton, Massachusetts
Manage relationships with healthcare providers, serving as the primary point of contact to ensure satisfaction and resolve operational issues.
•
Track and resolve complex claims-related concerns; conduct root cause analysis and implement corrective action plans.
•
Facilitate regular meetings with internal and external stakeholders to maintain strong working relationships and ensure policy compliance.
•
Provide guidance on plan designs, billing procedures, and administrative functions to support provider understanding and satisfaction.
•
Analyze data to identify trends and recurring issues; prepare and present status reports to senior leadership.
•
Recommend and implement enhancements to servicing models and operational workflows.
•
Actively participate in departmental initiatives, cross-functional projects, and committee assignments.
•
Improved overall team productivity by implementing best practices in organization and time management.
•
• Cultivated relationships with clients to enhance satisfaction and retention. 03/2001 to 11/2020 Provider Services Team Lead
Tufts Health Plan – Watertown, Massachusetts
Delivered high-quality customer service by resolving complex, sensitive, and unique issues for providers and members.
•
Handled escalated calls and inquiries, ensuring accurate documentation and minimizing repeat contacts.
•
Conducted bi-weekly one-on-one coaching sessions with new staff to support transition from training to production.
•
Led and mentored a team of 20 customer service representatives, promoting adherence to departmental standards and performance goals.
•
Monitored live calls and provided real-time feedback to enhance representative effectiveness and service quality.
•
Managed call volume and monitored phone queues using Symposium, ensuring optimal staffing and minimal idle time.
•
Acted as a resource for Provider Specialists, offering guidance on resolving complex member issues.
•
Participated in departmental initiatives and identified opportunities for process improvement and team success.
•
Coordinated cross-functional initiatives to streamline operations and improve overall efficiency.
•
Education
05/2020 AA: Liberal Arts And Sciences
Bunker Hill Community College - Charlestown, Massachusetts Associates Degree Earned
• summa cum laude graduate
Additional Information
I am a self-motivated person with excellent communication skills and abilities, who seeks and enjoys responsibility. I am a problem solver, experienced in structured design and programming technologies. I enjoy working with people, and interacting effectively at both technical and management levels.
Contact this candidate