Christopher Mauras

• Works with members, providers, and staff to identify and resolve member service and retention related issues. Educates potential members/community representatives on plan features, plan benefits, and program admission requirements.

• Coordinates telephonic intake and responses to both clinical and non-clinical customer service issues. Identifies nature of issue, independently responds to and resolves non-clinical issues and complaints, and escalates clinical issues to appropriate department and staff.

• Assists in monitoring member satisfaction through phone calls to verify service, answering questions and providing information. Documents member service issues, identifies trends and recommends potential solutions.

• Maintains expertise in VNS Health Plans MLTC benefits, network and organization structure. Acts as a resource to members to guide them in accessing their benefits.

• Places orders or referrals for services and follows up to ensure services are scheduled and provided. Processes and monitors invoices for payment.

• Serves as a resource for MLTC Care Coordinators and other staff in the resolution of member-related issues.

• Establishes effective customer-focused working relationships with members, physicians and providers of long-term care services.

• Audits system-generated reports, reconciles data, and distributes reports to management for review.

• Participates in interdisciplinary team meetings and provides input on customer service related activities.

• Protects the confidentiality of member information and adheres to company policies regarding confidentiality.

• Ensures compliance with the VNS Health Plans OICE policies and procedures as well as all Federal and State regulations.

• Provides administrative support to care coordination staff

• Supervise, delegate tasks and daily reports needed to be completed to meet goals and overlook caseloads to ensure stability of cases
• Provide exceptional customer service skills, problem solving, delegating tasks
• Advocate for clients needs and well being
• Complete daily reports assigned by corporate and upper management

• In charge of interviewing, hiring, and training new team members
• Handled administrative duties: placing orders, inputting invoices, maintaining inventory, and ensuring cash balancing at the beginning and end of shifts
• Educated customers in the nuances of coffees from a variety of different regions
• Provided excellent customer service and solved any issues as they arose

• Lead the team on the sale floor ensuring proper greeting and assistance of all customers
• Supervised all transactions to ensure proper cash balancing at the end of day
• In charge of properly storing and price labeling all food items in stock
• Trained team members on how to properly handle all customer inquiries to ensure a five star customer experience

• Fielded questions from staff, customers, and vendors using phone and email
• Generated reports to inform leadership of profits, operations, and other metrics
• Supervised work of office, administrative, and customer service employees to verify adherence to quality standards, deadlines, and proper procedures

• Prepared and stored all foods according to Department Of Health requirements
• Assisted Chef with all kitchen duties and in charge of preparing all work areas prior to opening
• Managed placement of food orders on a weekly basis and ensured proper quality of deliveries