Debbie Picha

• Serve as single point of contact to advocate for customers who contact the Benefits Center for assistance in working with carriers or Third-Party Administrators.
• Thoroughly research and investigate highly escalated issues to ultimately provide complete and timely outcomes for the customer.
• Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
• Collaborate with the client contacts on cases and trends as well as developing trend reporting to assist the client in better managing their health plans.
• Support the IBM Virtual Benefits Center SLACK platform by answering participant's general health and welfare eligibility and enrollment questions.
• Work in close partnership with internal business partners on trending, resource updates, sharing service delivery opportunities and process improvements.
• Advocates for client exceptions for customers in urgent need of assistance.
• Responsible for creating a client billing report for Shell USA and General Motors
• Mentor's co-workers on case management work, processes and overall healthcare claims industry processes.
• Educates clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.

• Effectively served as an internal consult to support Tier I phone reps; assisting with help desk questions and resource navigation for multiple clients.

• Performed advanced transaction processing to maintain and correct customer records.

• Performed emergency carrier updates, and processed literature requests.

• Processed work items efficiently by using User Procedure Documents and effectively managed service level agreement items to communicate resolutions to customers in a timely manner.

• Effectively demonstrated leadership by taking ownership of client escalations and handling customer issues through resolution.

• Responsible for triaging work items to team members' queues and effectively managing the service monitor to meet service level agreements.

• Consistently built relationships with team members and the client service team to enhance my knowledge of the product and client expectations.

• Served as the subject matter expert to Barnabas Health and point of contact amongst the team for customer issues.

• Served as a mentor for associates transitioning to the tier II role.

• Manage a health and welfare team of 17 phone representatives supporting multiple health and welfare clients.

• Effectively lead by outlining expectations, conducting side by side call monitoring, and meeting with associates in regular 1:1 sessions as well as additional performance coaching.

• Actively serve as a point of contact on the floor to support my team with questions and feedback pertaining to the product, the needs of the team, as well as that of the customer.

• Responsible for managing timesheets, absences, and all performance issues. • Consistently increased call quality scores for multiple client's month over month by coaching to behaviors. • Contributed to a key client becoming referenceable by increasing call quality and CEI to all-time highs.

• Responsible for taking inbound calls to assist customers with health and welfare questions and benefits enrolment.

• Maintained a high level of customer focus while effectively utilizing resources and following procedures in processing transactions.

• Trained for and supported all health and welfare clients as an R2