Justin Hall
Bridgeport,WV
Summary
Experienced professional with strong analytical skills, planning skills, managing processes, combined with the ability to coordinate the efforts of many to meet organizational goals. Productive and effective work habits without supervision. Extensive business experience, focusing on management, forecasting, customer service, and initiatives.
Overview
20
20
years of professional experience
Work History
Patient Support Specialist - Team Lead
06.2025 - 02.2026
- Complete Quality Monitoring, observing for trends and training refresher needs, and providing feedback to the Patient Support Specialist Supervisor
- Provide intermediate service between Client Account Manager, Supervisor, and PSS team.
- Maintain precise records of patient information, insurance coverage, and payer interactions
- Escalate all system issues or delays to program management
- Completed and accurately documented Adverse Events per client and federal guidelines.
Command Center Strategist
03.2020 - 06.2025
- Forecast Inbound volume and staffing needs
- Plan Outbound calling for as many as 50 clients and 1500 employees
- Manage all programs to client's volume and performance goals
- Identify technical issues and find solutions
- Modify dialer settings to maximize efficiencies.
Call Center Manager
InfoCision
06.2011 - 03.2020
- Liaison between the Director and the call center
- Responsible for the center's day-to-day operations while ensuring the client's program needs are met
- Lead, coach, and provide direction for call center representatives
- Analyzes performance to identify productivity, service, and center goals
- Responds and resolve client's concerns
- Investigating and resolving significant variances, for operational procedures to be more efficient and profitable
- Presenting recommendations to senior management regarding required recruitment, training and opportunities to gain efficiency.
Call Center Supervisor/Team Supervisor
InfoCision
07.2006 - 05.2011
- Supervise, motivate, and train as many as 100 employees
- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; managing system and process improvement and quality assurance programs
- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
- Maintains professional and technical knowledge by tracking emerging trends in call center operations management and attending educational workshops
- Accomplished organizational goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Education
Bachelors of Arts - Psychology, Criminology
West Virginia University
Morgantown, WVSkills
- Strategic planning
- Staff Management
- Performance improvements
- Employee engagement
- Data entry proficiency
- Patient confidentiality
- Insurance verification
- Healthcare industry
- Customer service
- Problem-solving
- Attention to detail
- Reliability
Timeline
Patient Support Specialist - Team Lead
06.2025 - 02.2026
Command Center Strategist
03.2020 - 06.2025
Call Center Manager
InfoCision
06.2011 - 03.2020
Call Center Supervisor/Team Supervisor
InfoCision
07.2006 - 05.2011
Bachelors of Arts - Psychology, Criminology
West Virginia University