Fumiko Blakely

Experienced customer service and leadership roles for over 10 years. Motivative and positive team member with great work ethics and excellent time management skills. Fast paced learner and easily adaptable.

• Answered inbound/outbound calls+emails & chats 300 + daily
• Floor Support/SME
• Provide one on one coaching’s for other team members
• Created & Facilitated a Positive Positioning workshop
• Coached & developed new hires transitioning from training to productions floor
• Manage and facilitate reports shared with clients
• Special Projects completed assigned from Operations Manager and Supervisor
• Point of Contact for Team when Supervisor is out of the office
• Conduct team meetings when Supervisor is out of office
• Facilitate activities and engagements for team
• Responsible to ensure updates and announcements communicated by client to agents on production floor
• Answer specific questions for different plans/benefits
• Focus on resolving issues on the first call, navigating through complex computer systems to identify the status of the issue and provide appropriate response to caller
• Schedule appointments w-doctors
• Deliver information and answer questions in a positive manner to facilitate strong relationships with providers and their staff
• Daily processing of referral and encounter within timeline
• Maintain current knowledge for the service level agreements (SLA) and stat regulations for processing purposes

Answer incoming phone calls from health care providers (i.e. physician offices, clinics) and identify the type of assistance the provider needs (EG. benefit and eligibility, billing and payments, authorizations for treatment, explanation of benefits