Lynette Quillin

Work History

PRIORITY, BLUE SHIELD OF CALIFORNIA

Lodi, CA

01.2022 - Current

Build successful working relationships across the organization to collaborate driving innovation
Develop new perspectives and approaches to solve existing challenges
Knowledgeable of all lines of business that producers support from Med Supp, Claims, individual and family plans, Small Group, and Compliance teams.
Proved successful working within tight deadlines and a fast-paced atmosphere
Offered friendly and efficient service to customers, handling challenging situations with ease
Participated in team-building activities to enhance working relationships
Learned new skills and applied them to daily tasks to improve efficiency and productivity
Increased customer satisfaction by resolving issues
Received and processed into the inventory management system
Developed and implemented performance improvement strategies and plans to promote continuous improvement
Managed team of employees, overseeing hiring, training, and professional growth of employees
Used coordination and planning skills to achieve results according to the schedule

BLUE SHIELD OF CALIFORNIA

Lodi , CA

08.2021 - 01.2022

In this supervisor role, supported teams of 24 direct reports by making sure all performance metrics were met
Manage service levels and production levels
Worked with legal to stay in compliance with report and auditing
Making sure all followed all reporting requirements to stay in compliance with Blue Shields guidelines and completed all mandatory courses
Knowledgeable of all lines of business that Producers Services supports from Med Supp IFP small group, compliance, and appointments.
Exceeded goals through effective task prioritization and great work ethic
Collaborated with team members to achieve target results
Resolved problems, improved operations, and provided exceptional service

BLUE SHIELD OF CALIFORNIA

Lodi, CA

01.2021 - 03.2022

Preformed audits for 100+ phone calls to Individual and Family plans, Small Groups, Claims, Med Supp, and emails for Compliance, correspondence, and appointments
Provide coaching/ feedback, update Desk Level Procedure and act as subject matter expert on workflows and call management
Identify call trends, and findings and notify appropriate department managers/supervisors regarding issues and problems that can cause operational issues
Engaged in development of written guidelines and documents
Generates reports for management review.
Recorded findings on workflow process, collaborating with quality team to implement corrective actions

BLUE SHIELD OF CALIFORNIA

01.2009 - 01.2020

As Lead supported teams of 24 -30 direct reports, call center floor of over 100+ representatives with their calls or correspondence inquiries
Contribute to supporting supervisors with team management, production management, escalated projects, and maintaining email boxes such as Medical Loss Ratio rebate.
IFP lines of business including all systems associated with IFP
Knowledgeable on Small Group line of business
Knowledge of all brokers-related inquiries including but not limited to commissions, online support, and client support
Worked on several projects during my tenure with Blue Shield and have traveled to vendor sites to support in their training and development for both Producer and Customer
Contributed to several of past representatives who have been promoted to Producer Priority Team, as well as management teams.