Melissa Hoar
Plumouth,Ohio
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
Work History
Acting Team Lead for MAOM New England
UnitedHealthcare
02.2023 - Current
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Doing intake and IEX submissions for advocates from the day prior
- Check for any incoming tickets/ detractors from the day prior to start my coaching list.
- Send out good morning team morale messages or encouragement for the day.
- Update the team on the daily alerts for call drivers and internal issues.
- Peer to peer call listening to discuss coaching opportunities.
- Maintain 5/6 quality evaluations daily to stay consistent.
- Averaging monthly 60/90 Quality Evaluations two to three per advocate.
- Enter all coaching’s into my metrics and reach out for advocates to acknowledge.
- Assist in the Team Chat with all questions and call difficulties.
- Attend all Compliance meetings.
- Collaborate with other Team Leads to updated advocates on new protocols.
- in charge of putting together huddle and focus groups on metrics, adherence, and ways that we can welcome in strengths.
- Coordinating with team members on daily burnout and ways to improve work life balance.
- Initiate weekly Team meetings and coordinate with advocates schedules to ensure adherence.
- Conduct ongoing checks on the Compliance Chat for Grievance errors and coachable opportunities.
- Take on Supervisor duties and responsibilities when current Supervisor is out of the office.
- Act as a Floating Team lead and help to oversee multiple teams in the event, we are short staffed.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
Advocate4Me Representative
UnitedHealthcare
12.2018 - Current
- Provide members with top quality customer service with one-call resolution, as well as utilization of CAHPS phrasing to enhance member experience and boost UES ratings.
- Build and manage relationships with multiple stakeholders.
- Investigate member claims and ensure proper resolution is provided for any discrepancies or balance billing.
- Navigate member benefits to assist in quoting of cost shares and copayments for testing, procedures, medications, durable medical equipment, etc.
- Solve complex member problems and develop innovative solutions.
- Facilitate meetings/trainings and call shadowing with new hires.
- Serve as key resource on complex and critical member issues.
- Consistently meeting MAOM New England monthly performance metrics
Skills
- Trend Tracking
- Performance Monitoring
- Production Monitoring
- Schedule Management
Timeline
Acting Team Lead for MAOM New England
UnitedHealthcare
02.2023 - Current
Advocate4Me Representative
UnitedHealthcare
12.2018 - Current
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