Genisa C. Miles
Providence
Summary
Results-driven Customer Service Supervisor with 10+ years of experience in healthcare and member services. Proven leader managing teams of 15+ representatives, improving service quality, reducing escalations, and driving performance. Skilled in coaching, training, and cross-functional collaboration to meet organizational goals and enhance the customer experience.
Overview
9
9
years of professional experience
Work History
Supervisor
Tufts Health Public Plan
05.2023 - Current
- Directed and cultivated a team of over 15 representatives to enhance performance and service quality.
- Facilitated weekly coaching sessions to enhance team performance and quality standards.
- Resolved escalations to improve customer satisfaction and optimize resolution workflows.
- Orchestrated training sessions and meetings to enhance compliance and minimize errors.
- Partnered with leadership to spearhead workflow optimization and process improvements.
- Facilitated interview and onboarding processes for new hires to enhance team capabilities.
- Facilitated cross-functional collaboration to achieve performance goals and KPIs.
Team Lead
Tufts Health Public Plan
10.2021 - 05.2023
- Facilitated resolution of over 100 daily member inquiries as subject matter expert.
- Addressed and resolved escalations, enhancing first-call resolution rates.
- Developed and implemented training programs to enhance staff skills and reduce ramp-up time.
- Delivered real-time coaching sessions to enhance call quality and ensure compliance standards.
- Conducted comprehensive service audits to elevate operational quality standards.
- Led system testing initiatives and drove process improvement projects.
Member Service Representative
Tufts Health Public Plan
01.2020 - 10.2021
- Managed 50–70 inbound calls daily in a high-volume call center environment.
- Resolved member concerns while maintaining high satisfaction
- Minimized repeat calls by implementing proactive education initiatives.
- Ensured 100% compliance in documentation and record-keeping processes.
- Assisted in training new hires and onboarding support
- Facilitated COVID-19 outreach initiatives and managed vaccine scheduling operations.
Benefit Eligibility Specialist
Community Action Partnership of Providence
09.2018 - 12.2019
- Facilitated 20–30 eligibility interviews weekly to assess candidate qualifications.
- Oversaw sensitive client situations with a focus on professionalism and resolution.
- Ensured accuracy in record maintenance, minimizing processing delays.
- Facilitated collaboration with agencies to verify and process applications efficiently.
- Facilitated timely and accurate documentation processes.
Patient Service Representative
Koch Eye Associates
02.2017 - 04.2018
- Facilitated check-in and scheduling processes for over 30 patients daily.
- Validated insurance claims and executed payment processing procedures.
- Instructed patients on advantages of treatment options and referral processes.
- Oversaw maintenance of accurate patient records to ensure compliance with healthcare regulations.
Education
High School Diploma -
Community College of Rhode Island
Warwick, RISkills
Team Leadership & Staff Development Customer Service Operations Performance Management Coaching & Mentoring Conflict Resolution Escalation Handling Healthcare Benefits & Claims Training & Onboarding Process Improvement Microsoft Office
Timeline
Supervisor
Tufts Health Public Plan
05.2023 - Current
Team Lead
Tufts Health Public Plan
10.2021 - 05.2023
Member Service Representative
Tufts Health Public Plan
01.2020 - 10.2021
Benefit Eligibility Specialist
Community Action Partnership of Providence
09.2018 - 12.2019
Patient Service Representative
Koch Eye Associates
02.2017 - 04.2018
High School Diploma -
Community College of Rhode Island