Safiya Armstrong

Health Care Service Corporation recognized by Fortune as one of America’s Most Innovative Companies in 2023.

• Increased productivity by 25% researching, analyzing, and processing up to 24 outpatient referrals under the criteria applied to utilization management.
• Minimize excess costs ensuring patients' insurance plans cover procedures and are compliant with network adequacy.

• Triaged and coordinated telemedicine calls for patients on the job site and offshore medical emergencies.
• Organized medical care and evacuations connecting clients to physicians for emergency consultation and medical advice.
• Worked with medical facilities globally and supporting the database for global medical, political, and environmental events for client security and medical provisions.
• Established and finalized a new medical emergency response plan (MERP) for a top client.
• Achieved 100% client satisfaction with Dedicated case coordinator / active case management medical competencies at a senior level to provide a plethora of clinical experience to our clients.

• Collaborated with internal partners to deliver timely and accurate information in response to inquiries and service issues.
• Scheduled monthly meetings with clients and ensured monthly quarterly reports with 100% accuracy.
• Performed data entry functions for domestic and international orders, liaising with oil and gas clients and partnered logistical companies utilizing SAP.
• Negotiated product costs at market value while protecting margins against tariffs saving 45% of the profit.

• Oversaw day-to-day operations in a call center, employee coaching, and development of cross-functional teams to drive high-quality client relations and provide excellent service via multi-communication.
• Managed 15 customer service agents answering 50-70 inbound calls in a high-volume call center, responding to emails and chats utilizing Zendesk on time, resolving client issues, and providing top-notch customer service.
• Increased overall customer satisfaction by working with teams to maintain performance at or above 92%.
• Implemented efficient administrative, social media, and office support functions to promote smooth operations.

• Reported to Senior Director of Client Operations for retail energy provider in call center environment.
• Performed administrative functions for the department, de-escalated client calls, prepared department invoice payments.
• Trained new hires and summer interns on the company's database (CRM) and products, ensuring customer service metrics were met with 92% client satisfaction score.
• Generated reports and submitted credits to customers' accounts, documented all changes made to accounts for auditing purposes working with the Accounting Management department.
• Managed online communications via digital channels on social media platforms (Facebook, Yelp, Google), increasing brand reputation.

• Enrolled clients in healthcare benefit plans, 401k plans and pension retirement plans.
• Trained new hires on software (Lotus Notes) and provided constructive feedback, documented performance goals, and held meetings to discuss new processes for the team.
• Reported to management to discuss team goals and individual performance within the department.