Kit Phillips

Under general direction of an Operations Manager, responsible for providing well defined services to patients, providers and caregivers. Performed interactively with patients and their healthcare providers to complete enrollment activities, answer basic program inquiries, and help coordinate access to therapies through the patient’s healthcare provider.

Primary duties and responsibilities:

1. Provided advanced services to patients, providers, and caregivers. Services could include, but not limited to:

a) billing, and coding support

b) claims assistance, tracking and submission

c) prior authorization assistance and tracking

d) coordination of benefits

e) benefit verification result calls

f) welcome calls

g) advanced, alternate coverage research

h) appeals/denials

I) intakes and reports adverse events as determined

2. Provides exceptional customer service to internal and external customers; resolves, any customer requests in a timely manner; de-escalated complaints, accordingly

3. A regional expert regarding payer trends, and reports any reimbursement trends/delays to management team (e.g. Billing denials, claim denials, pricing errors, payments, etc.)

4. Processes any necessary correspondence.

5. Coordinates with internal and external service providers to ensure services are performed in accordance with program policy and within expected service level agreements (SLA).

6. Maintained confidentiality regarding all patient sensitive information

7. Solved problems of moderate scope where analysis of data required a review of a variety of factors. Judgment within defined standard operating procedures to determine appropriate action.

8. Required to be self- motivated, working from a queue (phone or system). Expected to perform work in accordance with defined standard operating procedures. Management monitored queue and provided active feedback as required.

9. Performed related duties as signed, could include well-defined services, generally performed by other program representatives, (e.g., benefit, verifications, PAP determinations).

• Delivered new hire training for over 800 site personnel as well as ongoing training of contact center staff at a United States Census Bureau Census Questionnaire Assistance contact center site
• Site-wide 461,226 inbound calls handled, 779,058 total outbound calls during coverage improvement campaign; total hours worked for inbound and outbound calls 92,775 resulting in a 97% performance standard for quality and adherence
• Training included customer service representatives, supervisors, lead customer service representatives, quality assurance staff, as well as workforce management staff and totaled 6, 290 hours of training site-wide, collectively
• Facilitated virtual instructor led training, weekly team meetings, and remedial trainings using Adobe Connect
• Conducted quality assurance audits in Calabrio to identify performance issues, suggested remedial training or coaching for personnel not meeting performance criteria in training or on floor, identified threat calls
• Monitored a virtual call center floor ad hoc to practice social distancing during the outbreak and subsequent increase of cases of Covid 19; answered any questions raised by customer service representatives; aided in escalated calls or threats.

• Mentored and counseled over 100 students at two different inner city schools with social adjustment and academic problems
• Created and enforced student-based, hands-on curriculum to promote student interest and receptive learning
• Developed lesson plans in accordance with state curriculum; established and improved ground rules for classroom management based on respect and personal responsibility
• Strengthened student to student relationships using conflict resolution; resulting in stronger bonds between classmates, parents, and teacher
• Collaborated with school staff to audition, rehearse, and perform and end of year production as required
• Tracked student progress and attendance using Power Teacher software and immediately implemented action plans for failing grades or students struggling with curriculum.

• Identified and maintained business relationships with over 75 state and federal human resource professionals throughout the Columbia, SC area to implement and/or enhance current employee health and wellness programs to promote morale, decrease absenteeism, and reduce on the job injury
• Designed and conducted lectures to state and federal employees about the benefits of chiropractic care as well as other wellness topics
• Increased booked to showed patient percentage from 0% to 50% within the first two months of hire; maintaining a steady and increasing booked to showed patient percentage
• Designed and produced marketing materials for a multi-functional medical office.

• Improved the process of liaison between the Center for Army Lessons Learned and soldiers in theatre during wartime; by timely procurement of printed classified official publications for use by soldiers during combat operations, sending out over 200 publications per day worldwide
• Served as security during visits from foreign military personnel touring publications room accompanying foreign personnel at all times to safeguard highly sensitive information
• Managed warehouse inventory of thousands of military publications.

Cum Laude