MARY Fry

- Answer inbound phone calls from health care providers (i.e. physician Offices, clinics) and identify the type of assistance the provider needs while resolving first call issues and effectively navigating complex computer systems to provide accurate information in a positive manner fostering strong relationships with providers and their staff.

-Perform necessary documentation to track and report on provider issues, maintaining consistent metrics for overall trend analysis.

-Assist in the onboarding of new hires and uptraining tenured advocates, while identifying needs in the curriculum and communicating directly with the creators to adjust as needed. Also, provided valuable coaching and feedback for advocates.

-Led debrief sessions to address questions and concerns, showcasing the call process visually.

-Collaborate with leaders to create training curriculum and SOPs for the Medica line of business.

-Accurately address escalated email requests from business partners for Medica plans within the 24-hour response time.

-Spire Champion effectively assisting advocates transition from legacy systems in multiple lines of business.

• Assisted in recruiting efforts by interviewing candidates for open positions in the store.
• Oversaw daily cash handling procedures, reconciling discrepancies as necessary.
• Provided leadership support during peak business hours by motivating staff members to meet targets.
• Developed strategies for increasing store profitability by analyzing financial data and implementing cost-saving measures.
• Maintained a safe working environment by enforcing safety regulations.
• Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction.