Robin Freels

• Lead Quality Assurance department, overseeing internal quality and service delivery. Establish organizational goals, monitor employee performance, provide training and development opportunities.
• Provide Department Leadership with detailed quality audit results which are discussed with team members through coaching and 1 on 1’s with Supervisors/Managers.
• Provide guidance on process improvements and best practices in order to maintain high levels of quality.
• Keep detailed records of quality monitoring scores and activities; gather, prepare, and provide summary reports to management on a regular basis.
• Provide Team Leadership with in-depth feedback, both through written communication and through coaching opportunities.
• Development and facilitation of best practices, tips and tricks and ways to improve department trends through training, written communication or participating in department huddles.
• Partners with Department Leadership to assist in the development of training materials and Play Book processes related to quality/compliance, process improvement, and general employee development.

• Receive and process vendor reports to review and authorize claims for contract holders.
• Maintain communication with contract holders via inbound/outbound calling and email to ensure progress or delay of claim. Manage the claim process from receipt of vendor report through claim resolution.
• Communicate with contract holders and vendors according to company and department policies, procedures and processes in a professional and courteous manner according to department call handling and quality standards.

• Researched and implemented new software for team management.
• Mobilized teams of up to 200 for international travel and in country expectations.
• Responsible for team logistics, including Visas, Lodging, Itineraries, and travel budgets.
• Conducted regular meetings with department heads to review progress on strategic initiatives.
• Developed training material, and training videos to prepare team for international work.

• Supervised and monitored Customer Support staff, ensuring that all tasks were completed in a timely manner, ensuring department and individual goals were met. Evaluated work performance on a regular basis by conducting one-on-one meetings and providing constructive feedback.
• Responsible for California Denial Letter processing and accuracy, meeting Department of Insurance requirements.
• Maintained up-to-date knowledge of company products and services as well as industry trends.
• Created reports detailing key metrics such as response times, call volumes., for senior management review.

Held several agent-level roles, with emphasis on customer service, claims resolution, and quality as follows:

• Authorizations Agent
• Purchasing Assistant
• Authorizations Team Lead
• Approval Auditing Agent
• Escalations Agent
• Authorizations Support