Felicity Marshall

• Managed performance expectations for 20-30 employees within the Data Entry department.
• Improved data entry accuracy by implementing strict quality control measures and providing regular feedback to team members.
• Streamlined data entry processes for increased efficiency by identifying bottlenecks and optimizing workflows.
• Enhanced team productivity with thorough training on software, keyboard shortcuts, and best practices for data input.
• Reduced data entry errors, ensuring thorough verification of entered information against source documents.
• Enhanced data accuracy by meticulously reviewing and correcting errors using spreadsheets and databases.
• Organized, sorted, and checked input data against original documents.
• Created and maintained data entry logs to track data entry activities, using Microsoft forms.

• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

• Utilized strong analytical and research skills to determine the most suitable course of action for resolving complex issues and concerns raised by clients.
  • Orchestrated the end-to-end process of producing expulsion and suspension letters to clients ensuring strict adherence to regulatory standards and ADA policies.
  • Implemented innovative scheduling techniques that resulted in a 15% improvement in call responsiveness and customer satisfaction metrics.
  • Exhibited exceptional communication skills while interacting with clients and their families, displaying empathy and professionalism in addressing inquiries and concerns.
  • Directed the scheduling and facilitation of monthly departmental gatherings, promoting engagement and alignment on key initiatives and updates.
  Oversaw scheduling for the CSR team, optimizing coverage to meet demand while efficiently managing resources.
  • Identified operational inefficiencies and implemented corrective. measures, leading to an overall increase in effectiveness.

• Managed a team of 15- 20 medical records agents providing guidance, support, and mentorship to ensure high-quality work output.
• Ensured compliance with federal and state regulations, staying current on industry changes, and updating policies accordingly.
• Developed strong relationships with healthcare providers, fostering trust and collaboration around shared goals for patient care.
• Provided ongoing training and resources to staff members on proper documentation practices within clinical settings
Shared best practices on the importance of Adherence.
• Reported personnel needs to fill vacant or upcoming vacant positions.
• Followed up with medical staff regarding missing information in patient records.
• Scanned and uploaded medical records into electronic medical records system.
• Identified new methods to optimize medical records management.
• Researched and resolved medical record discrepancies.
• Utilized electronic medical record systems to store, retrieve and process patient data.
• Directed the production process of educational materials, ensuring content was evidence-based and tailored to be easily comprehensible for the targeted demographic.
• Ensured strict adherence to company policies related to attendance, quality assurance, and other relevant guidelines.
• Participated in high-level discussions and decision-making processes, leveraging specialized healthcare knowledge to enhance organizational performance.
• Supervised functions related to the coordination of provider vendor invoices, ensuring compliance with CMS guidelines for provider payments.
• Demonstrated strong communication skills, both verbal and written, to convey complex information clearly.
• Improved patient care by ensuring timely access to accurate and complete medical records for healthcare professionals.
• Maintained strict confidentiality of sensitive patient information, adhering to HIPAA regulations.
• Reduced errors in record-keeping by conducting regular audits and providing staff training on best practices.

• Analyzed real-time call trends and made data-driven decisions to adjust staffing, ensuring the company met its operational goals.
• Used historical data to identify patterns and recommend strategies for improving call center efficiency.
• Coordinated call center staff allocation and availability efficiently using workforce management software such as NICE and IEX CMS.
• Suggested advice, and instruction to employees on both work-related and administrative matters, fostering continuous improvement and professional development.
• Ensured optimal staffing levels to maintain service levels and meet customer demand.
• Provided coaching and guidance to WFO Site Specialists to enhance productivity, quality, and timeliness of work.
• Provided advanced analytical techniques to identify trends, patterns, and discrepancies, contributing to improved decision-making processes within the organization.
• Assured site service level requirements and adherence goals were consistently met through coaching and performance management.
• Collaborated with Human Resources and Talent Acquisition teams in the interviewing and recruiting process for call center staff.
• Engaged in discussions and negotiations on compensation with potential employees.
• Provided comprehensive guidance on governmental and telecommunication program policies, ensuring compliance with established regulations and protocols.
• Maintained the applicant tracking system (e.g., ICIMS) accurately, posting job openings, tracking candidate information, and implementing sourcing strategies.
• Monitored, evaluated, and adjusted plans in compliance with organizational needs, regulatory and legal limits, and organizational changes.
• Supported and enforced contact center expectations, departmental policies, and corporate procedures.
• Maintained comprehensive department records and recommended and delivered corrective actions as applicable.

• Orchestrated and ensured that team actions were in alignment with departmental and company objectives, fostering a cohesive approach toward overarching goals.
• Strategically planned and directed team activities, optimizing workflow through efficient task assignments and responsibilities.
• Produced comprehensive reports derived from meticulously researched data, facilitating informed decision-making for senior management, enhancing strategic direction.
• Conducted bi-weekly 1x1 with specialist to discuss performance.
• Managed workloads efficiently, ensuring consistent high-quality service levels were maintained based on daily reports.
• Conducted annual and quarterly performance reviews, evaluating employee growth and performance, while spearheading process improvement.
• Directed team activities, optimizing workflow by assigning tasks and responsibilities strategically, achieving streamlined operations and increased productivity.
• Offered guidance on benefit and payroll-related changes, leveraging the company's automated self-service system, such as Workday. Facilitated smooth transitions and empowered employees in navigating change.
• Demonstrated adeptness in communicating and collaborating with cross-functional teams within the department.
• Orchestrated the offboarding/termination process, overseeing the seamless termination and transfer of employee information.
• Solicited and incorporated feedback from various department sources, leveraging input from clients, management and team members to refine department goals and strategies.
• Collaborated with the Human Resources team in facilitating the interview process for potential new hires. Conducted interviews for various roles within the department, contributing to the recruitment and selection of qualified candidates.
• Communicated effectively, ensuring clarity and precision in conveying information both verbally and in written communications.

• Developed and facilitated engaging training activities related to product knowledge to cater to diverse learning styles.
• Conducted interviews with hiring new employees.
• Proficiently managed inbound/outbound telephone calls with clients that have Medicare/Medicaid assistance and their families.
• Partnered with Quality on weekly bases for call calibration to identify trends and share best practices.
• Evaluated the work performance of subordinates, provided constructive feedback and guidance for improvement on a bi-weekly basis.
• Monitored calls and provided feedback in real-time.
• Demonstrated adeptness in facilitating training with minimal oversight, maintaining engagement and imparting essential information effectively.
• Ensured that training sessions were dynamic and enjoyable, enhancing the learning experience.
• Planned and organized agent preparation for roles as Medicare customer service representatives.
• Designed and executed comprehensive training programs focusing on relationship building and product knowledge.
• Oversaw technical operations practices, ensuring adherence to policies and regulations, mitigating potential risks and ensuring smooth operations.
• Utilized clear communication, humor, goal setting, and a positive work ethic to establish an organized company culture.
• Educated clients about additional benefits included in their insurance plans, enhancing customer satisfaction.
• Facilitated New Hire trainings.
• Proactively identified and analyzed trends that could potentially impact the business negatively, allowing for timely adjustments.
• Assisted with onboarding for New Hires, conducting thorough reviews of paperwork and ensuring effective completion of the onboarding process.
• Shared in-depth knowledge of CMS guidelines and Medicare with the team to ensure accurate and compliant service delivery.
• Demonstrated a keen understanding of the capabilities of employees to optimize task delegation and ensure efficient workflow.
• Collaborated with the Human Resources team in facilitating the interview process for potential new hires.
• Worked collaboratively with various insurance companies, including WellCare, United HealthCare, and Humana, to provide comprehensive customer service.
• Completed bi-weekly payroll for 20-25 employees.