Anthony McCrary II

• Demonstrated commitment to issue resolution through regular availability for web meetings using Web systems like Zoom and Teams, along with proficient email communication. Proven ability to manage workload effectively in a fast-paced multitasking environment.
• Enhanced client satisfaction and loyalty by consistently meeting expectations, updating progress, and delivering projects on time.
• Achieved exceptional results in QA by surpassing SLA requirements and consistently meeting or surpassing metrics such as availability, outbound adherence, first call resolution,resolved escalations,and maintained high level of client satisfaction through retention. Demonstrated a growth mindset by actively seeking feedback and making necessary adjustments.
• Demonstrated expertise in using software applications such as the Paylocity platform, Salesforce, MS Excel alongside other systems to efficiently manage databases and generate reports.
• Applied efficient use of resources in finding solutions, documenting issues, and maintaining adherence to payroll policies for streamlined client support.

• Maintained ongoing dialogue with brokers to comprehensively understand their needs, assess their current use of products, and recommend innovative solutions
• Provided education to my client base regarding different product and service alternatives.
• Proactively addressed concerns by maintaining a close relationship with my book of business, swiftly resolving any issues that arose
• Maintained strong professional networks with new and existing clients, offering expert guidance
• Offered assistance to customers in areas like account opening, fund deposition/transfer, account updates, and service sign-ups
• Worked cross-functionally with multiple teams to optimize communication channels and deliver tailored client solutions.
• Presented clients with multiple choices to cater to their wide-ranging needs.
• Efficiently handled client and partnership management issues

• Monitored client feedback and effectively resolved any concerns or complaints to ensure high levels of customer satisfaction
• Consistently served and maintained existing accounts to maximize revenue potential.
• Achieved maximum business potential by delivering exceptional customer service and focusing on maintaining high client retention.
• Efficiently resolved all issues and increased customer satisfaction ratings
• Established ongoing dialogue with Plan Administrators, Brokers, and Groups to support the expansion of business opportunities
• Utilized company resources to maximize efficiency and facilitate seamless transfer of provider information into our database.

• Provided support through outbound correspondence to meet the needs of patients and programs.
• Streamlined benefit investigation procedures
• Maintained accurate and prompt notifications to patients and providers concerning financial responsibilities for provided services.
• Conducted thorough research on insurance alternatives, effectively communicating program details to patients and facilitating informed decision-making
• Handled all regional escalations and ensured effective resolution communication
• Updated internal treatment plans statuses and external pharmacy treatment statues

• Established consistent communication with clients and proactively sought out ways to enhance client relationships.
• Maintained and organized employer group accounts effectively.
• Facilitated distribution of weekly check payments across multiple groups
• Administered the monthly delivery of billing statements to brokers
• Resolved claim issues related to payments, check releases, and benefit/coverages
• Reviewed and analyzed benefit overviews and plan document summaries
• Implemented and maintained effective communication channels with colleagues to overcome operational challenges and encourage a cooperative, team-oriented approach towards customer service

• Provided expert customer service and support for diverse customer needs
• Entered participant data into PPO ONE while adhering to privacy protocols.
• Effectively multitasked, overseeing the management of several projects at once, showcasing strong organizational and analytical abilities.
• Handled inquiries via telephone from a variety of callers including clients, vendors, and others needing assistance.
• Streamlined provider and rate verification processes
• Evaluated provider and facility contracts
• Managed rate-related claim appeals by analyzing fee schedules and collaborating with provider participants
• Applied expertise in researching and resolving complex issues related to repricing, participation, and contract interpretations
• Optimized claim repricing processes

• Administered monthly high dollar hospital reports
• Performed advanced functions necessary for repricing hospital claims through the system and manually.
• Hospital & payer claim appeals
• Verified fee schedules, update CPT rates & review contracts
• Worked with clearing houses for claims being dropped.
• Maintained business relationships with providers in numerous territories.