Rashaun Anderson

• Assist members with account inquiries, plan changes, & plan navigation
• Contacted outside providers on behalf of customers to help solve problems.
• Researched and resolved account and service problems with friendly, knowledgeable support.
• Documented customer concerns and inquiry resolutions in the internal computer system.
• Served as point of contact for customers and worked to resolve inquiries and customer issues.
• Perform care management activities to ensure that patients move through the continuum of care efficiently and safely
• Assess and interpret customer needs and requirements
• Collaborate with Medical peers on consideration of medical needs
• Document activities according to established standards
• Listened to customers in actively to assess issues and provide accurate information.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Document activities according to established standards
• Assess and interpret customer needs and requirements

• Generally, the role of a quality analyst is to measure compliance against established expectations of agent behavior
• Therefore, if your business is compliance-oriented then your quality analyst will focus on evaluating your agents’ behavior against a scoring form
• If, on the other hand, customer experience takes reign as the main concern of your business, your quality analyst might then use tools that survey your customer’s experiences directly using phone and email surveys ~ Monitoring Calls ~ Asses Agent Performance ~ Design Evaluation Programs

Job Title: Sprint Retention Team Lead Manager
* Oversee a team of 12-14 agents
* Keep team members and management up to date on the team and individual performance daily * Responsible for 10 live monitors and 2 agent coaching's per day
* Assist team with customer escalations and customer resolve
* Ensure agents are completing proper training within the deadline
* Ensure team performance is meeting current company goals
* Responsible for making sure policies are effectively communicated amongst the team and ensuring they are acting according to those policies
* Conduct new hire interviews

• Oversee a team of 12-14 agents
• Keep team members and management up to date on team and individual performance daily
• Responsible for 10 live monitors and 2 agent coaching's per day
• Assist team with customer escalations and customer resolve
• Ensure agents are completing proper trainings within the deadline
• Ensure team performance is meeting current company goals
• Responsible for making sure policies are effectively communicated amongst the team and ensure they are acting according to those policies
• Conduct new hire interviews

• Responsible for monitoring and managing all off site accounts
• Serving new and existing customers by addressing, troubleshooting and resolving concerns in a professional and timely manner
• Tasks include, but are not limited to, documenting call notes in customer account systems, following through to completion and closing with positive results
• Tracking new and renewal prescriptions and following up with customers upon receipt
• Entering all information in customers' profiles accurately and in a timely fashion
• The Collections
• Specialist is responsible for the accurate and timely follow up on claims submitted to third party commercial carriers and intermediaries according to facility
• Also ensures that claims, accounts, and appeals are reviewed, delivered, and collected in a timely manner.

• Contact incoming 100% company owned leads using the telephone
• Pitch and sell company goods and services to potential customers using scripts
• Describe the product benefits and offers
• Gather and document information in the lead sales tracking system
• Close sales, meet goals and deadlines quickly and effectively solve customer challenges.