Tonya Bingham

Director since December 2023

Lead the EPIC Support Center at Rising Medical Solutions, overseeing both Provider Services (Partner & Provider Support) and Customer Success teams. Responsible for the overall strategy, daily operations, performance standards, and service delivery for provider- and client-facing support across onsite, hybrid, and remote teams.

What I Do

• Set the direction for the provider and client support operations, ensuring services meet contractual expectations, internal standards, and customer needs
• Partner closely with Operations, Workforce Management, and leadership to align staffing models, service levels, and performance goals with business priorities
• Oversee provider-facing support related to claims inquiries, PPO network issues, reimbursement questions, and service escalations
• Act as the primary escalation point for complex or high-impact provider issues, working across teams to drive timely and effective resolution
• Monitor service performance through KPIs, SLAs, quality reviews, and customer feedback, using data to identify trends and improvement opportunities
• Provide regular operational updates and insights to senior leadership to support informed decision-making

How I’ve Improved Operations

• Built and maintained standardized workflows, escalation paths, and processing guidelines to improve consistency and turnaround times
• Developed call monitoring tools, scorecards, and quality standards that clearly measure performance and support coaching efforts
• Identified inefficiencies in provider service processes and implemented practical changes to improve accuracy, timeliness, and overall service delivery
• Managed end-to-end inventory and workload flow to ensure compliance with regulatory, internal, and client-specific requirements

Leadership & Team Development

• Lead and support Team Leads and a Supervisor, providing coaching, feedback, and development to strengthen leadership capability
• Created and maintain training materials, onboarding documentation, and SOPs to ensure teams are well-equipped and aligned
• Conduct performance reviews and ongoing coaching with a focus on accountability, growth, and retention
• Foster a culture focused on professionalism, collaboration, and delivering a strong provider experience

Highlights

• Maintained an average 9.8 Net Promoter Score (NPS) across provider and client support teams
• Expanded leadership responsibilities to oversee multiple Team Leads and a Supervisor
• Improved team productivity while reducing turnover through clearer expectations, coaching, and engagement
• Played a key role in strengthening provider relationships by improving escalation handling and service consistency

Supervised a team of 20–25 representatives in a high-volume service environment. Focused on quality, performance, and employee development while ensuring service standards were met.

• Coached and supported team members through regular feedback and performance reviews
• Handled escalated customer concerns and supported resolution of complex issues
• Assisted with hiring, training, and onboarding efforts

• Responsible for overseeing the day-to-day operations of the call center for 3rd shift.
• Led and directed team members on effective methods, operations, and procedures
• Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement
• Coach and develop team members by evaluating calls, monthly team and individual meetings.

• Responsible for identifying strategic business opportunities to generate revenue and incremental passengers
• Maintained key relationships and obtained financial goals within given territory via onsite visits and phone calls.
• Promoted new products by developing strong marketing and advertising campaigns
• Drafted and negotiated contract terms and requirements during business deals

• Assisted with sales and marketing activities
• Attended industry events and conferences to attract potential customers and increase brand awareness
• Built and established strong relationships with customers, enabling long-term partnerships
• Solicited and evaluated client feedback to brainstorm ways to improve products and provide quality customer service