Eustacia Finch
East Worcester,NY
Summary
Dynamic Customer Service Team Lead at Optum United Healthgroup with a proven track record in enhancing patient satisfaction and streamlining workflows. Skilled in complaint resolution and compliance, I effectively train teams and implement best practices, ensuring exceptional service standards while collaborating across departments to address feedback and improve performance metrics.
Overview
13
13
years of professional experience
Work History
Customer Service Team Lead
Optum United Healthgroup
07.2012 - Current
- Lead my team in resolving complex and escalated patient inquiries, enhancing overall satisfaction.
- Train new staff on company policies and procedures to ensure HIPAA and other regulatory compliance requirements.
- Monitor team performance metrics, identifying areas for improvement.
- Developed and implemented best practices to streamline customer service workflows.
- Collaborate with cross-functional teams to address customer feedback effectively.
- Conducts regular team meetings to discuss goals, challenges, and solutions.
- Verify and update health insurance coverages
- Receive and apply patient credit card payments, credits and adjustments including bankruptcies and administrative account adjustments
- Collaborate with lawyers and courts to provide requested hospital and physician billing records.
Education
High School Diploma -
Cooperstown Central School
Cooperstown, NYSkills
- Customer satisfaction
- Professional telephone demeanor
- Complaint resolution
- Customer service excellence
- Escalation handling
- Medical terminology
- Service standard compliance
- Inbound call answering
- Administrative support
- Microsoft office
- Teamwork and collaboration
- Time management
- Attention to detail
- Multitasking and organization
Timeline
Customer Service Team Lead
Optum United Healthgroup
07.2012 - Current
High School Diploma -
Cooperstown Central School