Merle Harden

• Provided Quality Assurance Support for Healthcare Client through random call audits using recordings and live calls, chat, email and other methods of communication.
• Assisted management in developing effective quality control strategies based on audit findings.
• Streamlined audit processes for greater efficiency, reducing time spent on each evaluation.
• Ensured timely completion of all assigned audits (350 + daily) while maintaining a high level of detail and accuracy.
• Scheduled and executed over 1.7 million yearly audits.

• Worked with claims adjusters and examiners to expedite processing in alignment with procedures.
• Strengthened client relationships by providing clear communication throughout the claims process, ensuring all parties were well-informed of progress and outcomes.
• Processed approx. 150-175 claims daily
• Reduced errors in claims submissions through meticulous attention to detail and thorough review processes.

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• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
• Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
• Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.

• Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
• Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
• Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
• Reduced average handle time by approx 20 % providing ongoing coaching on efficient call handling techniques.