Service Supervisor Resume Profile

Professional Experience

Confidential

Business Analyst

With focus on Claims and Customer Service and functioning as liaison between Operations and IT personnel, my primary responsibilities are related to EOP/ EOB/835 delivery and enhancements, capturing / writing business requirements for the Affordable Care Act implementation, documenting current and future state end to end workflows and EDI / Claims processing analysis.

Confidential

Corporate Business Analyst II

Primary responsibilities related to CRM tool creation and deployment assessment, design, testing, process adoption, training, reporting and presentations. As Site Deployment Lead, strong and meaningful working relationships with both field and IT personnel are critical. This was a customer facing role and one full project lifecycle was completed. This position required weekly travel to Houston, or a deployment location within the US.

Sales Account Manager

Build relationships and book of business for 3 county territories. Pilot and assist with deployment of Salesforce.com for pipeline management managing project opportunities, customer meetings, appointments and sales.

Recruiter

Fill all job vacancies, exempt and non-exempt, within the state of New York sourcing, screening, interviewing, hiring. Work closely with Hiring Managers to ensure all vacancies are filled timely and with top talent utilizing ATS systems and RPO. Pilot and launch a new recruitment and hiring process. Train all Hiring Managers in NY on Building Human Performance, a leadership development and diversity / inclusion program.

Customer Service Supervisor

Manage call center and administrative personnel by overseeing day-to-day operations to ensure corporate service requirements are met. Responsibilities include but are not limited to recruiting, interviewing and hiring, training and staff development, call center and staff forecasting, phone system monitoring and reporting, strong communication with all hauling, billing and site management personnel in the market area. This is all successfully completed in a fast paced environment, where the ability to multi task and remedy situations quickly is a necessity.

Confidential

Customer Service Supervisor

Co-Supervise staff of 100 customer service representatives in a high volume call center. Train oversee employee development programs and direct online training pilot initiatives. Identify and implement methods to improve customer satisfaction while maintaining service level agreements and average speed of answer. Ensure timely processing of customer inquiries as well as accurate and complete responses.

Claims Supervisor

Supervise staff of 20 Advanced Claims Examiners and 4 Senior Claims Examiners in the outpatient and inpatient claims processing units to ensure efficient and accurate hospital claims processing. Responsibilities include training and staff development, oversee all processing functions, investigate, resolve and implement necessary procedures required to meet quality and quantity expectations, implement procedures for new lines of business assigned to the unit, new product testing and implementation. While in this role, we underwent a claims processing system migration.

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