Healthcare Account Expertise• From Customer Service Representative to Assistant Manager, I've conquered every level of the healthcare account world, gaining a treasure trove of experience and expertise along the way.????Awarded Performance• Featured in executive leaderboard for consistently achieving excellent performance scores in terms of metric achievement, customer service and overall quality.????Expert in Handling Diverse Plans• My expertise spans across United HealthCare Commercial Plans, Medicare Retirement Plans, HRSA COVID Assistance Plans, and the Investigation Solutions Group, where I dig deep to find solutions that not only save the day for providers but also prevent any complaints that could lead to costly penalties.????Metrics-Driven• Average Handling Time (AHT), First Call Resolution (FCR), Net Promoter Score (NPS), you name it, I'm well-versed in all the essential metrics of this business. In my current role, I've also mastered Productivity, Turnaround Time (TAT), and Quality Audit. With my knowledge and experience, I can navigate any metric-related challenge and achieve or exceed expectations on the monthly scorecard. ????People Handling Expertise• Handling a team of 15-20, my role as a people manager goes beyond mere supervision. I'm there to assist analysts with product questions and address any escalated concerns. My coaching skills and action plans have consistently exceeded monthly performance expectations.????Strong Hiring Expertise• I don't just manage the team; I help build it too! My involvement in the hiring process involves conducting final interviews for applicants who pass the initial stages, ensuring we onboard top talents for our team.????A Skillset Developed Through Experience• As an Analyst, I honed my ability to handle various calls and resolve issues with providers. Stepping into the role of Subject Matter Expert (SME), I became well-versed in reading and researching SOPs and guidelines for detailed explanations. My time as a Product Trainer improved my communication and time management skills significantly. As a Supervisor and Assistant Manager, I fine-tuned my people handling abilities, acting as a bridge between agents and the company's interests.????Behavioral Issue HandlingMy background includes effectively managing behavior issues among analysts and representatives, fostering a harmonious and productive work environment.Ready to take on new challenges and bring my wealth of healthcare account experience to your team. Let's connect and explore how my skills and expertise can benefit your organization's goals. I'm eager to get started and excited about the possibilities ahead!
