Kimberly Hodge

Serves as a leader and subject matter expert, ensuring that inquiries are handled to the satisfaction of a high volume of outbound calls with physician's office or third party provider. Provide information in response to inquiries and to resolve complaints or issues. Functions as the initial point of contact for a wide variety of matters ranging from routine questions to complex issue resolution. Ensures all matters are routed to the appropriate party or resolved.

Resolves intermediate to complex questions or problems that reflect substantial variety and detail. Utilizes all available information to choose the best solution and resolve customer concerns. . May intercede on escalated issues with difficult contacts and/or requiring in-depth knowledge.
Serves as first escalation point for problem resolution. Anticipates the needs of the client and proactively identifies solutions. Seeks guidance from supervisory or managerial staff only for the most complex and critical or escalated questions or problems.
Provides subject matter expertise on more complex issues. Plans, prioritizes, organizes and completes work to meet established objectives.
Contacts physician offices, or third party vendors to respond to inquiries or to notify them of investigation results and planned adjustments.
Looks for ways to improve current processes with enhancements and ideas.