Natalie Bedillion

Many of the responsibilities from my role on the Associate team carried over to my current position in the Specialist department. Below are some of my key responsibilities and achievements:

Participated in Zendesk training sessions with Envoy ahead of company-wide launch to ensure a seamless transition.

Assisted in setting up macros and reporting functionalities within Zendesk.

Conducted quality assurance reviews within the Zendesk platform, providing constructive feedback to teammates on ticket responses.

Defined and implemented KPI goals for the Specialist team, monitoring progress on a weekly basis.

Designed and implemented a comprehensive training program for incoming Customer Experience team members.

Successfully onboarded and trained seven new team members in the Specialist department.

Played a key role in developing and presenting the AgelessRx Service Promise – Patient Communication Expectations, ensuring clarity and consistency in customer interactions.

Support the Customer Experience Manager in overseeing the team's daily operations.

Act as the primary resource for team inquiries during designated shifts.

Handle escalations for critical customer issues, ensuring prompt and effective resolution.

Conduct monthly one-on-one meetings with team members to foster relationships and identify trends for discussion with the Customer Experience Manager.

Assist in managing and providing constructive feedback to customer experience team members, ensuring KPIs and quality standards are consistently met.

Contribute to the development and refinement of training materials and facilitate new hire training.

Process orders and respond to customer inquiries across multiple communication channels.

Perform audits on team outputs, such as order processing, to maintain accuracy and quality.

Serve as the key liaison between the customer experience team and medical team, pharmaceutical partners, and other departments to ensure seamless prescription delivery and customer satisfaction.

Collaborate with development and product teams to provide feedback, report software bugs, and drive system improvements.

Foster a positive and cohesive team environment through consistency, reliability, and teamwork.

Engage with customers to provide exceptional service and maximize satisfaction.

Respond to customer inquiries promptly and effectively to enhance satisfaction and overall experience.

Develop in-depth expertise in all AgelessRx products and services to confidently educate and assist customers.

Accurately upload and manage patient documents within the EMR system.

Contribute to the development and optimization of customer experience strategies.

Assist in refining company processes to improve internal efficiency and workflows.

Assist with updating patient medical records, as needed.

Review patient check-ins and escalate concerns to the medical team as necessary.

Collaborate with the Medical Team to facilitate prescription approvals for new customers.

Coordinate with pharmaceutical partners to ensure timely and accurate prescription deliveries.

Provide administrative support for various medical initiatives, including the product launch of Rapamycin

Promoted to Claims Consultant in June 2021, managing an average caseload of 140 medical-only workers' compensation claims across multiple states, including PA, VA, MD, NJ, TN, MO, ND, SD, and OR.

Oversaw the claims process by obtaining medical documentation, updating both carriers and clients on claim status, and monitoring progress until the claimant’s discharge from care.

Developed and implemented return-to-work strategies to minimize lost time and indemnity costs by identifying creative solutions for claimant reintegration.

Supported new client onboarding, facilitated subrogation referrals, and conducted Loss Run report reviews to assess trends and risk factors.

Collaborated with safety and HR departments to address client needs and enhance workplace injury prevention initiatives.

Served as the primary point of contact in the Claims department, assisting clients with workers' compensation, auto, and general liability (GL) claims.

Processed and reported claims in Salesforce on behalf of clients, ensuring timely submission to insurance carriers.

Created and maintained workers' compensation panels and postings based on state regulations, while coordinating with agents to obtain up-to-date policy information.

Managed all inbound calls, providing prompt support and guidance to clients and stakeholders.

Trained three new Claims Coordinators, developing training materials, including documents and PowerPoint presentations, to enhance onboarding efficiency.

Managed daily communication with healthcare employees to confirm availability and schedule shifts for hospital and facility placements.

Ensured compliance by maintaining up-to-date employee credentials in alignment with federal, state, and CDC guidelines.

Assisted in new hire orientation, conducting drug tests and presenting policies and procedures to field staff.

Monitored attendance and call-offs, implementing disciplinary actions as needed, up to and including termination.

Promoted to Team Lead, responsible for training new and existing employees to improve performance and accuracy.

Analyzed employee errors across multiple work systems and developed targeted retraining plans to enhance skills and efficiency.

Assisted with scheduling to optimize daily workflow and ensure smooth operations.

Managed escalated issues from the pharmacy and customer service departments, providing effective resolutions.