April Patrick

- Respond to email inquiries, manage question line calls, and chat with proficiency and timeliness, ensuring customer satisfaction.

- Monitor NICE systems for both quality control and queues, and handle escalated call volumes across multiple business lines of business to maintain Service Level Agreements (SLAs).

- Conduct live audits and provide one-on-one coaching sessions to ensure adherence to quality standards and optimal call flow when needed.

- Serve as the primary contact for all issues related to Evicore, collaborating closely with Customer Service Representatives (CSRs), backup leads, and Evicore representatives to guarantee turnaround times and enhance member and provider satisfaction.

Assist in training new staff, when required, as well as experienced CSRs for continued training.

- Develop, compose, and distribute instructional emails and updates, including screenshots and procedural steps, to aid in understanding claims review, appeal processes, and navigation of systems such as Facets, FEP Direct, Perceptive, Guiding Care, Blue2, among others.

- Communicate regularly with other team leads to ensure adequate coverage on question lines, promoting a seamless support environment.

- Strong customer service orientation, with experience in a fast-paced, multi-line business environment.

- Excellent written and verbal communication skills.

- Proficiency with customer service software, and mentoring in specific systems like Facets, FEP Direct, Blue2, and Guiding Care, etc.

Ability to multitask, prioritize tasks to meet SLA requirements, and maintain quality.

- Problem-solving skills, with a focus on quality assurance and customer satisfaction.

- Leadership capabilities for training and mentoring peers.