Diane Mazur

Led a third-party insurance team of call center representatives, and account managers to create an exceptional client experience. From client presentations through implementation, ensured a smooth transition to the TPA.

This was accomplished by having a customer service team that answered 98% of calls in less than two minutes for three years. Under leadership, that team went on to receive the "You Make a Difference Award" as a group, for the first time in the company's history in 2021.

Focus was evaluating preferred vendors and vendor relationships, including stop loss carriers, pharmacy benefit managers, call center software systems and the use of CRM software.

By hiring qualified individuals with a passion for service, created subject matter experts in all areas of customer care. Both teams, trained in HIPAA laws, were empowered to make decisions and continuously improve. This cultivated an environment of growth and promotion.

Helped develop a mobile phlebotomy company from the ground up. Secured a lease, ordered supplies, set up contracts, and acted as an HR generalist. Traveled across the country to present the company to physicians, nursing homes and home health agencies, while handling billing and dispatching.

Under direction, the service level in the call center raised from 67% to 86% by reviewing KPI's, adjusting staffing, and enhancing training.

While at VCA, established call center metrics and introduced a quality program which led the team from answering 70% of calls to 98% of calls in under five minutes.

Managed a call center for a third-party insurance claims administrator while creating a unique team of benefit advocate representatives. In 2017, was the recipient of the 'You Make a Difference Award. "

The Benefit Advocate team handled medical and dental claim negotiations for members of a religious trust, as well as following up on complex issues. Trained the team on root cause analysis, and cascade goal setting. The customer service team won the BenchMark Portal "Top Contact Center" award in the small center category in 2014, 2015, 2016, and 2017.

Worked with the sales team to bring deCode Genetics predictive testing model from Iceland to the United States. Proof read marketing materials, handled customer and physician inquires as well as packed medical samples and shipped them internationally,