Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Timeline
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Amy Billingsley

Winston-Salem,NC

Summary

Adept at driving excellence in service delivery, I spearheaded a team at Novant Health, enhancing customer satisfaction through advanced Excel analytics and effective team coaching. My tenure is marked by implementing strategic process improvements, significantly elevating client relations and operational efficiency.

Overview

23
23
years of professional experience

Work History

Supervisor/ Internal representatives

Novant Health Inc.
Winston Salem, USA
04.2021 - Current
  • I manage 20 internal employees and one team lead who directly reports to me. Ensuring high-quality service delivery and fostering a customer-first environment. I oversee many CRM pools and work queues, which consist of escalations, disputed CRM pools, correspondence, non-RTE, Sa-10 in-basket, New Hanover in-baskets, chats, Customer Service Return pool, NHCSCC emails, Novant Health New Hanover emails, returned coding, nurse audit reviews, and cash work queues.
  • I assign any updated classes, CBLs, that team members need to complete for education, and to assure we are compliant. Updated communication is also shared via Outlook and Teams messages, so that the team is aware of any processes that might have changed.
  • Responds within 24 to 48 hours to an email sent from within the organization or from a patient. I collaborate with other departments in the organization to resolve customer issues efficiently.
  • Respond to and resolve DOJ complaints, assist with BBB complaints, resolve administrative disputes, address social media complaints, and work in our ID theft CRM pool until resolution.
  • I work at Genesys, which is a newer phone system that uses WFM to capture and forecast future time allowances that may be needed to ensure job duty coverage.
  • I also utilize WFM to enter team members' breaks, lunches, trainings, meetings, and PTO.
  • I was also trained on a new time management system, INFOR, which is used for team members' timekeeping, coaching, PTO approval, missed and/or added clockings, coding time for approved FMLA, parental leave, maternity leave, and STD leave.
  • Also, take live escalations if the patient requests a supervisor, and work until the resolution of that escalation.
  • Maintain periodic contact with the patient until the account is resolved, as well as report back to the Manager, Assistant Director, or Senior Director, depending on whom I received the account from.
  • I listen to escalated call recordings to ensure that patients are receiving correct information. If a team member needs additional education on an escalated account, I send educational emails to any of the nine team leads to provide their team members with education or corrective actions that may be needed.
  • Analyze team member(s), and customer feedback and complaints, to identify trends and implement process improvements.
  • I network with other managers, supervisors, clinic admins, etc. So, the escalated accounts that my team members need direction or assistance on can be resolved in a patient-friendly manner.

Team Lead Over Escalations/ Internal Representatives

Novant Health Inc.
Winston Salem, USA
10.2019 - 04.2021
  • Collaborates internally with 20 team members to help keep them on track with daily duties
  • Responds within 24 hours of an email being sent using my customer service skills to help me be responsive and multitask to get the job completed
  • Respond and resolve DOJ’s , BBB and social media complaints for customer service patients
  • Contact patient within 24 hours of receiving the escalated account
  • Maintain periodic contact with patient until account is resolved
  • Listen to escalated call recordings to ensure patients are receiving correct information
  • Answer any question that come in daily from both internal team members and escalation team members
  • Asist them with in anyway so that the patients account can be resolved in a timely manner

Escalation Representative / Customer Service

Novant Health Inc.
Winston-Salem, USA
12.2017 - 10.2019
  • Collaborates internally with many different departments to ensure end-to-end excellence
  • Responds within 24 hours of an account being escalated using sound judgment with emphasis on remarkable customer satisfaction
  • Respond and resolve DOJ’s and BBB complaints for customer service patients
  • Contact patient within 24 hours of receiving the escalated account
  • Maintain periodic contact with patient until account is resolved
  • Listen to escalated call recordings to ensure patients are receiving correct information

Customer Service Representative

Novant Health Inc.
Winston-Salem, USA
09.2016 - 12.2017
  • Answering customer service telephone calls with a pleasant voice, and always upholding Novant service standards
  • Continually exceeding productivity and quality measures each week
  • Advising patients about insurance and billing processes
  • Upholding empathy and compassion when speaking with customers

Stay at home mother / In home childcare provider
Lexington, USA
08.2006 - 09.2016
  • Watched My children in home as well as multiple family’s children within the community
  • Maintained great customer service the children and parents of the children that I cared for
  • Planned meals, outdoor activities, coloring and arranged a safe environment
  • Upholding empathy and compassion when speaking with customers/ parents

ChildCare Provider

Novant Health Todays Child Learning Center
Winston Salem, USA
03.2004 - 07.2006
  • Worked as a Caregiver to infants in the infant room and provided great customer service to the child and parents
  • Maintained the infants schedule and the ratio was 6 infants to one teacher, Great Multitasker
  • Instructed and helped children develop good habits and manners
  • Logged children in and out of childcare center and gave exceptional customer service

Childcare Provider

Jerry Long Family YMCA
Clemmons, USA
05.2003 - 03.2004
  • Taught children the basics in numbering, colors, etc
  • Dictated by the understanding and developmental levels of the children
  • Ensured the children completed their exercising regime daily in gym and playground environments
  • Instructed and helped children develop good habits and manners
  • Logged children in and out of childcare center and gave exceptional customer service

Assistant Teacher - 2’s and 3’s

Apple Tree Academies
Clemmons, USA
08.2001 - 04.2003
  • Worked with assigned group of toddlers applying best practices for toddler care
  • Responded quickly to children’s different and personal needs, temperament styles, abilities, and cultures
  • And provided Customer service to all
  • Documented daily individual needs, strengths, interests, attendance, and meal counts
  • Prepared and provided materials that are concrete and relevant to children’s interest and culture

Education

Early Childhood Developmental Credentials -

Forsyth Technical Community College
01.2003

High School Diploma -

North Davidson Senior High School
01.2001

Skills

  • Advanced Excel Skills
  • Effective Writing Proficiency
  • Strong Verbal Communication
  • Detail-Oriented Organizational Skills
  • Strong Client Relations
  • Commitment to Meeting Project Timelines
  • Commitment to Excellence
  • Coaching and mentoring
  • Employee engagement
  • Trend tracking
  • Task delegation
  • Conflict resolution
  • Schedule management
  • Work assignment delegation

Affiliations

Activities that I enjoy in my spare time is attending my children's baseball and basketball games. I have a 18 year old daughter ( on her way to moving to Honduras) 16 year old son, and 8 year old son.

Accomplishments

  • A huge accomplishment and undertaking recently was, I stepped into the role as Interim Supervisor for our New Hanover and ROI team(s) from September 2023 until May of 2024. It was a very challenging time but rewarding. I was able to build a bond with those team members and learn the different job roles that they uphold in Customer Service. I was the only Supervisor that had New Hanover epic access for 10 months so I assisted with all pre merge accounts, escalations, and following up on process that were not yet solid when I took over this position; such as productivity reports, education and 1x1 meetings. I was also still Supervisor over my 20 team members with Internals and escalations, and adopted 2 more team leads that came with New hanover and ROI. This pushed my leadership skills to grow in so many ways and I am grateful for this opportunity to lead 4 teams during this time.

Timeline

Supervisor/ Internal representatives

Novant Health Inc.
04.2021 - Current

Team Lead Over Escalations/ Internal Representatives

Novant Health Inc.
10.2019 - 04.2021

Escalation Representative / Customer Service

Novant Health Inc.
12.2017 - 10.2019

Customer Service Representative

Novant Health Inc.
09.2016 - 12.2017

Stay at home mother / In home childcare provider
08.2006 - 09.2016

ChildCare Provider

Novant Health Todays Child Learning Center
03.2004 - 07.2006

Childcare Provider

Jerry Long Family YMCA
05.2003 - 03.2004

Assistant Teacher - 2’s and 3’s

Apple Tree Academies
08.2001 - 04.2003

Early Childhood Developmental Credentials -

Forsyth Technical Community College

High School Diploma -

North Davidson Senior High School

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Amy Billingsley