Amanda Williams
Fargo,ND
Summary
Dedicated customer service professional with extensive knowledge and experience with Medicare Part A claims processing, policies and privacy rules. Passionate about maintaining a high level of customer satisfaction by ensuring accurate information is given in an efficient manner the meets organizational and governmental standards. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented.
Overview
10
10
years of professional experience
Work History
Team Trainer
Noridian Healthcare Solutions
01.2021 - Current
- Designed and executed trainings for new and existing representatives to provide knowledge and skills to handle provider inquiries
- Open communication between trainers, supervisors and management to ensure all PCC training is as consistent as it can be throughout
- Produced training materials and gathered resources to equip employees with learning opportunities.
- Evaluated value of training programs to determine achievement of desired outcomes, applying necessary modifications.
- Liaised with other departments to coordinate training activities and resolve any issues or concerns.
- Provided coaching and mentoring to employees.
- Analyzed training requirements of contact center representatives to identify areas for improvement, bridge gaps in training and provide resources
Operations Coordinator
Noridian Healthcare Solutions
01.2020 - 01.2021
- Responsible for training all incoming New Hire groups
- Create and deliver Friday Bootcamp Trainings for all staff
- Collaborated with process team members to identify training opportunities
- Responsible for completing Quality Assurance on phone calls for new hire and established staff
- Introduced new methods, practices, and trainings to assist with employee retention
Operations Coordinator - Medical Review Part B
Noridian Healthcare Solutions
09.2018 - 01.2020
- Attended meetings with CMS to implement changes within Medical Review process
- Responsible for training any new employees that came into the department
- Helped to create and implement a new QA process for support staff work along with conducting those QAs
- Subject Matter Expert on OnBase Unity as it pertains to MRB and created presentations and documents to train the rest of staff when company switched over from OnBase Prod
Customer Service Specialist
Noridian Healthcare Solutions
11.2014 - 09.2018
- High level knowledge about Medicare Part A claims processing and privacy laws
- Provided primary customer support to internal and external customers
- Supplied resources to support answers for callbacks to assist with accurate and consistent knowledge
- Clarified customer issues and determined root cause of problems for first call resolution
- Met customer call guidelines for service levels, handle time and productivity
- Mentored new employees on phone calls and for one on one support for additional training
Customer Service Representative
Noridian Healthcare Solutions
11.2013 - 11.2014
- Provided accurate and appropriate information in response to customer inquiries
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction
- Properly directed inbound calls in phone queues to improve call flows.
Education
No Degree - Restaurant Management And Vocal Music
North Dakota State University
Fargo, ND01.2002
High School Diploma -
Fargo South High School
Fargo, ND05.2000
Skills
- Collaboration
- Course Development
- New Employee and Staff Training
- Learning Platforms
- Training Documentation, Tools and Resources
- Coaching and Mentoring
- Teamwork Skills
- Communication Skills
- Empathy
- Detail-oriented
Timeline
Team Trainer
Noridian Healthcare Solutions
01.2021 - Current
Operations Coordinator
Noridian Healthcare Solutions
01.2020 - 01.2021
Operations Coordinator - Medical Review Part B
Noridian Healthcare Solutions
09.2018 - 01.2020
Customer Service Specialist
Noridian Healthcare Solutions
11.2014 - 09.2018
Customer Service Representative
Noridian Healthcare Solutions
11.2013 - 11.2014
No Degree - Restaurant Management And Vocal Music
North Dakota State University
High School Diploma -
Fargo South High School