ANDRIAN EPPS

Greet and assists patients with check-in and check-out procedures. Enhanced patient satisfaction by providing exceptional customer service and addressing their concerns promptly. Verified patient insurance eligibility and entered patient information into system. Answered incoming calls, scheduled appointments and filed medical records. Implemented strategies for reducing no-shows or cancellations through proactive appointment reminders and followups. Assisted in maintaining accurate medical records, ensuring confidentiality and compliance with HIPAA regulations.

Lead a team of 16-25 agents. Applied functional and technical expertise and knowledge of performance standards to provide on the job training. Reviewed performance data (e.g Humana agent Dashboard, monitored calls, etc.) to identify performance and productivity gaps. Created and implemented coaching plans to establish behaviors that will lead to improved metrics. Developed, motivated, evaluated, and coached agents on work procedures, proper call handling, and teamwork delivering excellent customer service. In the Operations Manager's absence assisted with daily management of the campaign. Performed other related duties and special projects as requested

Served as a member advocate, addressed customer needs; which may include acting upon complex benefits needs, resolving grievance, and educating members. Documented member inquires and resolutions provided per Centers for Medicare and Medicaid compliance criteria. Intake calls, make outbound calls, resolves grievance and follow the escalation protocol when necessary to address member needs

Lead a team of 6-8 agents. Developed agents with various coaching techniques. Observed and evaluated team members' performances to improve overall performance, increase VOC scores and call quality. Developed, motivated, evaluated, and coached agents on work procedures, proper call handling and teamwork delivering excellent customer service. Monitored attendance and activities of associates ensuring adherence to their daily schedule. Provided daily reports and advocate attendance reports to management

Responded to customers inquires; which may include operating hours, booking parties, pricing, etc. Supported customers with guest waivers and check in. Developed reports on activities related to planning, scheduling, and cancellations. Provided support to managers by managing inventory supplies, staffing hosts, and organizing files. Coordinated parties in absence of the party host. Engaged and mentored in party activities with party guest.

Scanned coupons, processed payments, finalized transactions on a computerized cash register. Handled returns and responded to customer inquiries about merchandise, product location, store policies, and ongoing promotion. Supported sales representatives and stock associates with remedial tasks during slow hours. Created a positive environment for shoppers, myself, and other professionals.