Deborah Ansley

Provide leadership and management for employees in Agent Service Center (ASC) Sales Operations call/ written center; (a multi functional area) effectively and efficiently execute on plans, goals, and objectives; consistently achieve planned business results.

Manage and provide leadership for cross-functional teams Agent Service Center (ASC) which includes Inbound phone, Written Team, Service Coaches, and Business Analysts for Consumer/Group agent sales tools

Provide support to internal and external sales agents for Florida Blue and support all lines of business

Provide leadership, support, coaching, and direction for Sales

Support Staff and Vendor Support to drive objectives and the achievement of planned outcomes

Manage inventory levels, issues, escalations as situations arise with agents and sales leadership; ensures resolution to both the issue and the root cause of the issue. Communicate effectively and coordinate with others.

Facilitate effective communication with the front-line staff and business partners to assure continuous improvement processes occur.

Manage work to produce customer value by planning and forecasting, setting objectives and priorities, establishing goals, clarifying accountabilities, assigning work and utilizing management and financial controls. Includes end to end inventory management accountability of all work on the Agency Engagement Team.

Demonstrated ability to effectively manage multiple priority issues and teams.

Facilitate meetings with internal/external Sales partners and respond to service-related questions.

Assess and prioritize critical issues received from across the organization as a point of contact in Sales for agent impact issues.

Manage work to produce customer value by planning, budgeting, forecasting, setting objective, and prioritizing and establishing goals

Serve as the primary resource and subject matter expert for staff, leader ship for the immediate resolution of the highest level of escalated or sensitive internal and external agents, complaints and issues.

Coach staff on building rapport and relationships with internal and external sales partners, using a consult of approach and enabling shared decision making.

Work collaboratively with leaders and identifying development needs an additional coaching for Frontline staff.

Identify operational, inconsistencies and provide feedback, guidance, and encouragement to staff to promote improved customer delivery.

Create, present, and or facilitate meetings, webinars conference calls, and educational sessions for primarily internal audiences.

Develop SOP’s, training, materials, and communications.

Facilitate training for staff, support, education and training opportunities regarding changes, updates or improvements to staff, internal business partners, or external sales agents.

Lead/support efforts to ensure processes and systems are aligned to all compliance regulations for internal and external business partners.

Identify and recommend improvement opportunities to guidelines and operating procedures along with training, documentation and approach based on customer observations and feedback.

Delivered exceptional customer service to every agent/delegate by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Researched and responded to agents inquiries, providing personalized service that recognizes and addresses needs specific to each agent, and provide prompt and precise resolution to written electronic and telephone inquiries to enable first contact resolution.

Provided product specifics, based on full understanding of benefits for each product type, including the benefit plans cost sharing and benefit maximums.

Provided assistance on the use of Fla Blue products/benefits and services through education on features, benefits and functionality of Fla Blue programs, products and processes

Provided guidance and education to agents on use of self service when appropriate alternative to inquiries, and on how to obtain information via Web or printed information.

Monitored, tracked and evaluated, work in activities of high producing agents to identify trends/patterns that cause delays and recommend improvements to enable better efficiencies and effectiveness.

Provided subject matter expertise and technical support to internal/external development and continuous improvement efforts as assigned.

Provided exceptional telephonic customer service to Florida Blue's group business community.

Established and maintained member enrollments and maintenance changes

Processed new/renewal business and reconciliation of billing invoices for Florida Blue's major, mid sized and small group accounts, according to internal policies and procedures.

Ensure compliance with the federal and state laws, invoicing, an account reconciliation.

Worked with internal and external customers, such as underwriting, IT systems, marketing, sales and corporate receivables.

Provided assistance on all lines of business, including blue choice, blue care, blue options, my blue, RX life dental, HSA/HRA/FSA.

NASCO accounting analyst responsible for adjudication of request refunds, stop payments, voids, recoveries, researched bad address returns for company and personal checks for the control plan and par plan NASCO business.

Participated in the training and development of staff and leading two-way communication meetings.

NASCO multi functional claims and customer service representative, responsible for employer, provider, benefit representative and employer written and telephone inquiries for the control plan and par-plan business

Participated in activities, including benefit resolution, Entry of claims, electronic error correction ,adjustment of claims, request refunds, stop payments, canceled checks and coordination of benefits with external insurance companies.

Trained and developed staff and back up section leader.

• Paid or denied medical claims based upon established claims processing criteria.
• Processed Electronic Error Corrections to claims , Analyzed and verified coding to properly finalize claim payment.
• Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
• Verified patient insurance coverage and benefits for medical claims.
• Assessed medical claims for compliance with regulations and corrected discrepancies.