Jose Nunez

Monitored the quality of each conversation and gave each person constructive criticism to help them perform better and fix areas that needed work.
taught team members how to identify consumer behavior and performance measures.
Created metrics and process controls for call center day-to-day operations.
Attained superior service standards by keeping a close eye on calls and giving agents helpful criticism.
managing and directing more than fifty workers per shift.
Create and share a timeline, performance targets, and due dates that align with the business's strategies and vision to determine what the needs of the organization are.
Collaborating with management team members and other supervisors to maximize customer satisfaction and support agents.
Creating reports and doing data analysis to support management in achieving company objectives.
Recruiting, educating, and readying call center agents to handle inquiries and grievances from clients.
Behavior

• Documented findings and prepared detailed reports.
• Conducted thorough face-to-face interviews with employers, families, neighbors, friends, and suspects, and documented investigative findings.
• Collected, analyzed and interpreted information, documentation, and physical evidence associated with investigations.
• Collected information pertaining to criminal proceedings and performed investigations to resolve cases.
• Track daily and weekly progress for the team including cases contracted successfully, contacts tracked and monitored, and patients and contact support system
• Perform quality assurance through listening in on calls or recordings of calls and providing coaching for improvement of conversations
• Analyze trends in case and contact details, recognize case issues, and propose solutions
• Ensure effective communication, acknowledgment, and awareness of diverse health-related needs and concerns in cases and contacts
• Analyze trends in case and contact details, recognize case issues, propose solutions and appropriately escalate to management
• COVID-19

• Supervise the Financial Unit which consisted of more than 12 employees.
• Obtain authorizations for medical procedures required for insurance claims.
• Maintain multiple daily logs for authorizations, timekeeping, and training
• Complete annual evaluations for the staff.
• Train employees on several platforms such as Unity, Soarian Financials, OAM, and Epic.
• Provide refinancing services for patients to resolve outstanding bills.
• Guide patients through the Medicaid application process and/or other insurance options increasing revenue.
• Perform checkout duties such as closing pending visits and scheduling follow-ups.
• Obtain prior authorizations for patients for medical services provided in Outpatient Departments.
• Reduced discrepancies in billing reports with thorough review processes and diligent follow-ups on outstanding accounts.
• Minimized errors in customer billing information through diligent verification practices and prompt issue resolution.
• Routinely conducted internal audits of financial records to detect discrepancies or potential fraud risks, enabling timely intervention and issue resolution.
• Managed the preparation and distribution of customer invoices within strict deadlines, upholding adherence to company policies and client agreements.