Cynthia Wray

Migrated the dental business from four Blue Partners successfully to one claims and customer service platform. Managed eight business analysts to ensure our new partners were receiving excellent quality service within 24 to 48 hours.

• Analyzed customer feedback data to develop action plans for improving services offered.
• Ensured compliance with regulatory requirements and industry standards. Responsible for handling Medicare Advantage claims issues, coordinating mock audits, and onsite audits with the blue partner compliance team, and our claims and customer service partner.
• BBB and DFS complaints.
• Facilitated team meetings and workshops to foster collaboration and share best practices.
• Implemented process improvements, resulting in an increase in operational efficiency.
• Resolved customer complaints and issues promptly, maintaining a positive member experience.
• Trend analysis through working escalations.
• Implemented quality control measures to uphold company standards.
• Coached, mentored and trained team members in order to improve their job performance.
• Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
• Oversaw daily operations, maintaining efficiency, quality, and monitoring service level agreements.