Stefanie Smith

I am engaged in a multifaceted role that encompasses coaching and training new MET staff, delegating tasks to the Compliance and Backline MET teams, triaging issues, facilitating huddles and meetings, and ensuring timely communication through email updates on aging items. Additionally, I diligently monitor CMS reports to maintain agents' correct Aux states, manage system access, and contribute my insights during interviews for experienced candidates.

In close collaboration with my Supervisor, I troubleshoot issues and participate in designing workflow enhancements, such as a recent project to integrate a new Work Process into Central Point for Post Call Surveys. Furthermore, I am entrusted with filling in for my Supervisor during her absence, serving as her designated point of contact.

Moreover, I willingly extend my support by working overtime, aiding in backline operations for MET and conducting line testing for Medicare as needed.

• Provided guidance and support to customer service representatives.
• Assisted in resolving escalated customer complaints.
• Monitored team performance and provided feedback for improvement.
• Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• Coached, monitored and motivated new agents to boost performance and enhance job knowledge.

I consistently provide coaching to agents on various metrics including Quality, Adherence, Average Handle Time, and Work processes. Leading huddles, I foster team synergy and ensure alignment with organizational objectives. Additionally, I ensured agents had access to systems, address password issues, and expedited ticket submissions to Workforce for seamless operations.

Monitoring CMS for Service Level, I promptly identify trends and proactively addressed any deviations. I created Powerpoint presentations to deliver key insights and maintained a comprehensive Quality tracker on Excel for my Supervisor's reference. In addition to my coaching responsibilities, I handled frontline CSR escalated calls and provide support in chats, ensuring exceptional customer service delivery.

Moreover, I extended my assistance to the MET backline team by managing voicemails for overtime requests or handling member calls during peak periods, demonstrating flexibility and commitment to organizational success

I provided support by fielding support calls from frontline CSRs, offering guidance on system access, work processes, and navigating various systems. Additionally, I skillfully managed escalation calls, adeptly diffusing tensions with upset members, and ensured thorough follow-up on escalations. My role also involved conducting extensive research on complex issues related to claims, billing, provider searches, authorizations, and transportation, resulting in effective resolutions.

Furthermore, I actively contributed to backline operations by assisting with emails and voicemails. Notably, I developed templates for email responses that remain in use by the Compliance team to this day. I also played a pivotal role in team chats, providing timely assistance and fostering collaboration.

Moreover, I embraced a mentorship role while in the office, providing guidance to new agents and contributing to their training during nesting periods, thereby promoting a culture of continuous learning and development