JOI COLEMAN
Bedford
Summary
Customer Service Supervisor and call center leader with 10+ years of experience managing high-volume inbound and outbound support teams across healthcare, insurance, retail, and B2B environments. Experienced in complaint resolution, escalation management, HIPAA compliance, PHI handling, quality assurance, workforce management, KPI reporting, first-call resolution, average handle time, customer satisfaction, training, coaching, and process improvement. Proven ability to lead teams, improve service levels, reduce repeat escalations, and deliver accurate, professional, and compliant customer support.
Overview
1
1
Certification
4
4
years of professional experience
Work History
Consumer Support Supervisor
PPL, Atrium Staffing
03.2025 - 03.2026
- Supervised a 20-member inbound and outbound healthcare customer support team handling member inquiries, PHI-related requests, and escalated service issues.
- Verint and NICE used to monitor real-time call center performance, resolve escalations, and track KPIs including first-call resolution, average handle time (AHT), quality scores, and HIPAA-compliant member data handling.
- Conducted regular training and side-by-side coaching on HIPAA regulations, PHI handling, identity verification, and secure documentation standards.
- Implemented call flow, documentation, and identity verification checklists to improve accuracy, reduce HIPAA risk, and strengthen data privacy controls.
- Analyzed productivity, quality assurance, customer satisfaction, and compliance reports to identify performance trends and implement corrective action plans.
- Partnered with QA, Training, Compliance, and Workforce Management teams to optimize processes, refine HIPAA training content, and standardize secure communication protocols (email, fax, and portal).
- Ensured strict compliance with internal policies, HIPAA Privacy and Security Rules, and data-retention guidelines, including proper authentication before disclosure of PHI.
- Led investigations and root-cause analysis on privacy-related escalations, documented findings, and implemented preventive measures to reduce future risk.
Recruiting Supervisor
SWC Group
11.2022 - 02.2025
- Supervised and coached a team of recruiters to achieve hiring goals while maintaining quality and compliance standards.
- Managed full-cycle recruitment for hourly, salaried, and leadership positions across multiple departments.
- Developed and implemented recruiting strategies to attract top talent through job boards, social media, employee referrals, and networking.
- Monitored recruiter performance using key metrics including time-to-fill, quality of hire, interview-to-offer ratio, and offer acceptance rate.
- Conducted one-on-one coaching sessions, performance evaluations, and ongoing training to improve recruiter effectiveness.
- Partnered with hiring managers to understand staffing needs, create job descriptions, and develop hiring plans.
- Reviewed resumes, interviewed candidates, and made hiring recommendations for critical and hard-to-fill positions.
- Ensured compliance with federal, state, and company hiring policies, including EEO and employment regulations.
- Managed applicant tracking systems (ATS) to maintain accurate candidate records and recruitment reporting.
- Resolved escalated hiring issues and maintained a positive candidate experience throughout the recruitment process.
- Prepared recruiting reports and presented hiring metrics and workforce planning updates to senior leadership.
- Improved recruiting processes, reducing time-to-fill while increasing candidate quality and hiring manager satisfaction.
Customer Service Team Lead
SWC Group
04.2022 - 11.2022
- Led daily operations for digital and phone support channels serving healthcare providers, clinics, and insurance members.
- Improved first-call resolution and decreased response time by 30% for healthcare inquiries including coverage questions, billing disputes, claims issues, and care coordination calls.
- Trained agents on handling sensitive patient interactions, de-escalation techniques, and clear communication of medical and insurance information in patient-friendly language.
- Coordinated with provider offices, billing departments, and insurance carriers to resolve claim denials, eligibility verification issues, benefits questions, and prior authorization status inquiries.
- Fostered patient and member loyalty through personalized communication, proactive follow-up on unresolved medical or billing concerns, and timely updates on appointment and treatment information.
- Ensured accurate data entry into practice management and CRM systems, supporting clean claims, proper routing of messages to clinical staff, and reliable reporting for healthcare clients.
Customer Service Specialist
SWC Group
09.2021 - 04.2022
- Managed order processing, billing, and account maintenance for B2B customers.
- Handled complex inquiries quickly and effectively, maintaining a 95% satisfaction score.
- Contributed to process automation that improved accuracy and workflow efficiency.
Education
High School Diploma -
A&M Consolidated High School
Skills
- KPI Reporting
- Quality Monitoring
- Workforce Optimization
- Data Analysis
- Patient Support
- Microsoft Office
- Conflict Resolution
- Team management
- Teamwork and collaboration
Certification
- Certified Scrum Master (CSM)
- Series 7 & 66 Licenses
- Hazmat Endorsement
- Non-CDL Class C Driver’s License
Timeline
Consumer Support Supervisor
PPL, Atrium Staffing
03.2025 - 03.2026
Recruiting Supervisor
SWC Group
11.2022 - 02.2025
Customer Service Team Lead
SWC Group
04.2022 - 11.2022
Customer Service Specialist
SWC Group
09.2021 - 04.2022
High School Diploma -
A&M Consolidated High School