Ashley James
St Louis,MO
Summary
Highly skilled in multitasking and leading teams, recognized for successfully executing new product initiatives. Excels at creating a dynamic and positive workplace culture aligned with the organization's mission and values. Passionate about developing talent, takes pride in training new hires and mentoring struggling workers to achieve overall team success.
Overview
6
6
years of professional experience
Work History
Team Lead- MOAM New England
United Healthcare
Maryland Heights, MO
08.2022 - Current
- Company Overview: Remote
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities
- Doing intake and IEX submissions for advocates from the day prior
- Check for any incoming tickets/ detractors from the day prior to start coaching list
- Update the team on the daily alerts for call drivers and internal issues
- Peer to peer call listening to discuss coaching opportunities
- Maintain 5/6 quality evaluations daily to stay consistent
- Averaging monthly 60/90 Quality Evaluations two to three per advocate
- Enter all coaching's into my metrics and reach out for advocates to acknowledge
- Assist in Team Chat with all questions and call difficulties
- Attend all Compliance meetings
- Collaborate with other Team Leads to updated advocates on new protocols
- In charge of putting together huddle and focus groups on metrics, adherence, and ways that we can welcome in strengths
- Coordinating with team members on daily burnout and ways to improve work life balance
- Initiate weekly Team meetings and coordinate with advocates schedules to ensure adherence
- Conduct ongoing checks on the Compliance Chat for Grievance errors and coachable opportunities
- Take on Supervisor duties and responsibilities when current Supervisor is out of the office
- Act as a Floating Team lead and help to oversee multiple teams in the event we are short staffed
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards
- Analyze current customer service processes and identify gaps or defects to improve overall effectiveness
- Define/recommend process improvements to meet current and future customer service needs/standards
- Ensure that customer needs are being met by current processes
- Work directly with staff to improve overall performance
- Identify/anticipate future business needs based on changes in the internal and external environment, and provide recommendations to meet those needs
- Review/analyze data/metrics/reports and define remediation/performance improvement opportunities
- Coordinates work activities with other team leads
- Demonstrate our core values and promote a positive culture
- Remote
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Trained new team members by relaying information on company procedures and safety requirements.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
Advocate4Me Representative
United Healthcare
Maryland Heights
08.2018 - 08.2022
- Company Overview: Onsite
- Respond to and resolve, on the first call, customer service inquiries and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
- Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider
- Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
- Assist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient
- Onsite
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
Education
No Degree - Healthcare Management
Harris-Stowe State University
St Louis, MO05.2012
Skills
- Performance Monitoring
- Production Monitoring
- Adaptability
- Time management
- Detail Oriented
- Schedule Management
- Quality assurance
- Conflict resolution
- Problem solving
- Emotional intelligence
- Cross-functional collaboration
- Task prioritization
- Effective communication
- Critical thinking
- Results-Oriented
- Team Supervision
- Coaching and Mentoring
- Customer Focus
Timeline
Team Lead- MOAM New England
United Healthcare
08.2022 - Current
Advocate4Me Representative
United Healthcare
08.2018 - 08.2022
No Degree - Healthcare Management
Harris-Stowe State University