Diedrah Baah
Dallas,OK
Summary
Quality-focused professional with robust history in call center environments, specializing in quality assurance and healthcare contact center experience. Known for delivering insightful evaluations that drive continuous improvement and enhance patient interactions. Proven team collaborator with flexible approach to changing needs in patient lives and commitment to achieving objectives. Skilled in communication, problem-solving, and adaptability.
Overview
8
8
years of professional experience
Work History
Call Center QA Specialist
Healthmap Solutions
10.2023 - Current
- Enhanced call center performance by implementing quality monitoring processes and providing feedback to agents.
- Improved customer satisfaction ratings by analyzing call recordings and identifying areas for improvement.
- Conducted regular evaluations of agent interactions, ensuring consistency in delivering exceptional service.
- Served as a subject matter expert on call center quality assurance, providing guidance and expertise to colleagues and management as needed.
- Maintained detailed records of quality evaluations, providing valuable insights for ongoing performance reviews and improvement initiatives.
- Promoted open communication between quality analysts and agents, fostering an environment conducive to growth and learning.
- Minimized customer complaints by proactively addressing potential issues through close monitoring of call metrics.
- Facilitated regular calibration meetings with supervisors, aligning evaluation standards for consistent results throughout the team.
- Played a critical role in reducing average handle time by recommending process improvements based on data analysis.
- Supported the successful launch of new products or services by collaborating closely with other departments on training requirements and process updates.
- Streamlined reporting processes for increased efficiency in tracking key call center metrics and trends.
- Drove employee retention efforts by recognizing top performers and celebrating individual achievements during team meetings.
- Supported team members in exceeding set targets by sharing best practices and offering constructive feedback during one-on-one coaching sessions.
- Assisted with the implementation of new software tools, increasing overall productivity within the quality assurance department.
Healthcare Call Center Specialist
Baystate Hospital
06.2021 - 10.2023
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Updated, entered, and reviewed customer data.
- Streamlined the enrollment process for increased efficiency and enhanced user experience.
- Managed cancellations or no-shows efficiently, proactively filling open slots with patients from waitlists or urgent care needs.
- Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues.
- Assisted in the training of new schedulers, sharing knowledge and best practices for efficient schedule management processes.
- Maintained accurate patient records for proper tracking of patient history and treatment.
Insurance Agent-Part Time
Medica
09.2023 - 02.2024
- Built strong relationships with clients through consistent communication and excellent customer service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Maintained high standards of customer service by building relationships with clients.
- Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
- Cross-sold insurance products to existing clients to reach sales targets.
- Maintained accurate records of all transactions, ensuring compliance with company policies and regulatory requirements.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
Medical Call Center Enrollment Specialist
CCS Medical
06.2021 - 06.2022
- Placed outbound customer service or customer satisfaction calls to follow up on issues
- Resolve patient issues and ensure accurate reorder processing via phone, document processing and medical record validation
- Ensures patients have all required medical documentation to permit billing of services as assigned
- Maximizes patient base through retention efforts and cross-selling via phone
- Audits configuration of supplies based on supporting documentation, formulary requirements and manufacturer capabilities
- Maintains a strong understanding of medical documentation, Insurance requirements and company procedures
- Maintains a high degree of confidentiality always due to access to sensitive information
- Maintains regular, predictable, consistent attendance and is flexible to meet the needs of the department
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Responded to customer calls and emails to answer questions about products and services
Customer Care Intake Rep I (Seasonal)
Reed Group Insurance
03.2021 - 02.2022
- Handled FMLA, general, property, and worker compensation claims
- Served as the point of contact via phone & email for claimants and adjusters regarding claim information
- Worked to troubleshoot inquiries by claimants having trouble with claim process
- Processed claim files and documents into PDFs to ensure adjusters could access the files
- Received exceptional monthly and annual reviews acknowledging my dedication to excellent customer service
- Worked in a fast-paced environment and remained professional and calm in difficult situations
- Handled sensitive client situations with compassion while maintaining adherence to organizational policies and procedures.
- Exceeded performance metrics regularly, demonstrating consistent dedication to quality work and customer satisfaction.
- Identified areas for process improvement within the intake department, aiding in the implementation of more efficient practices.
- Provided accurate insurance verification for clients, ensuring proper coverage was in place prior to service delivery.
Credit Union Advisor
Tulsa Teachers Credit Union
08.2020 - 03.2021
- Help customers open and manage their bank accounts and finances
- Advise clients on financial services and resolve issues
- Reach out to prospective customers to sell our services
- Advise customers on bank services for their needs (e.g
- Loans and credit cards)
- Manage customer bank accounts; open, close and oversee transactions
- Resolve issues with banking services and accounts
- Refer clients to in house financial experts, as needed
- Reach out to potential customers to generate new business
- Present financial products and services to existing and prospective customers
- Perform administrative duties (e.g
- Entering data into banking software)
Member Service Representative Teller
Tinker Federal Credit Union
01.2017 - 08.2020
- Establishing strong customer relationships while processing requests and transactions in a positive, accurate, and professional manner
- Ensuring all departmental documents and activities were performed in compliance with applicable laws, regulations, policies and procedures as applicable to this position, including completion of required compliance training
- Identifying the member's financial needs, recommending appropriate Credit Union solutions, and delivering high quality service
- Performing other duties and responsibilities as assigned
- Responded to customer calls and emails to answer questions about products and services
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Verified customer identification and documentation for compliant transactions
Teller I
Stillwater National Bank
07.2016 - 01.2017
- Established strong customer relationships while processing requests and transactions in a positive, accurate, and professional manner
- Identified member's needs and recommending appropriate products and solutions
- Built knowledge of the company's procedures and processes to accurately assist your customers
- Compiled data from records to prepare logs, reports, and reconciled cash drawer
- Responsible for balancing the vault, if needed
- Displayed passion by meeting and/or exceeding individual and branch goals
Education
Health Care Management -
University of Central Oklahoma
01.2026
High School Diploma -
Moore High School
Moore, OK01-2015
Skills
- QA Performance Reviewer
- Call Center
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- High Call Volume Environment
- Operational Efficiency
- Account development
- Exceptional communication
- Customer service expertise
- Data entry skills
Timeline
Call Center QA Specialist
Healthmap Solutions
10.2023 - Current
Insurance Agent-Part Time
Medica
09.2023 - 02.2024
Healthcare Call Center Specialist
Baystate Hospital
06.2021 - 10.2023
Medical Call Center Enrollment Specialist
CCS Medical
06.2021 - 06.2022
Customer Care Intake Rep I (Seasonal)
Reed Group Insurance
03.2021 - 02.2022
Credit Union Advisor
Tulsa Teachers Credit Union
08.2020 - 03.2021
Member Service Representative Teller
Tinker Federal Credit Union
01.2017 - 08.2020
Teller I
Stillwater National Bank
07.2016 - 01.2017
Health Care Management -
University of Central Oklahoma
High School Diploma -
Moore High School
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