Summary
Overview
Work History
Education
Skills
Systems Used
References
Timeline
Generic

Tiffaney Hampton

Florissant,MO

Summary

Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes call center and department management. Recognized for exemplary customer service and team collaboration.

Overview

18
18
years of professional experience

Work History

Business Manager Operations

Centene Corporation
St Louis, MO
07.2022 - 12.2023
  • Oversee the department that coordinates necessary resources for members
  • Ensure the team meets its goals and objectives through effective hiring, performance management, coaching, and career development.
  • Hire, motivate, coach, counsel, and supervise the daily functions of internal departments.
  • Evaluate and audit employee performance while identifying and implementing improvement opportunities to increase overall productivity and effectiveness.
  • Collaborated with other departments within the organization to coordinate project efforts.
  • Collaborated and built trust within organization and with customers, meeting or exceeding expectations.
  • Drove high performance by developing team members.
  • Created comprehensive onboarding processes and activities to acclimate new hires.

Med Connections Supervisor

Home State Health
Maryland Heights, Mo
04.2017 - 06.2023
  • Directed and supervised a team of 15 employees in daily operations.
  • Identify any trends related to outbound calls that may provide policy or procedure improvements or may affect the efficiency and success of the call campaign.
  • Assist agents in using verbal communication strategies to effectively elicit information, and gain member’s confidence to allow them to provide the agent with the information needed to better manage their healthcare.
  • Primary departments include Member Service, Provider Service, Provider Data Management, Quality, and Compliance.
  • Recruits, trains, develops, coaches, evaluates and otherwise supports Med Connections positions.
  • Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
  • Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction.
  • Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
  • Evaluated employee performance through periodic reviews and documented results accordingly.
  • Provided guidance and direction to subordinates regarding job duties and responsibilities.
  • Collaborated with other departments to coordinate workflow processes between teams.

Customer Service Supervisor

Home State Health
Chesterfield, MO
02.2017 - 06.2023
  • Managed a team of 20-25 customer service representatives in a call center setting, who provided customer service to Home State Health members.
  • Resolve complaints via phone, email, or mail while adhering to state-set guidelines.
  • Enforce workflow processes and company policies for the department
  • Interview potential candidates and hire and facilitate training for new employees
  • Appraise the performance of the team as well as individually
  • I perform a variety of tasks that relate to that of an HR manager such as documentation of any issues such as leaves of absence, FMLA, grievances, termination reports, performance reports, and team and organizational development
  • Ensure the team meets its goals and objectives through effective hiring, performance management, coaching, and career development
  • Act as the Complaints Coordinator; ensuring all complaints are resolved and responded to appropriate parties and report results to the compliance department
  • Develop, implement, and maintain materials and programs ensuring production and quality standards are met
  • Educate members regarding plan benefits as appropriate
  • Process and approve timecards for permanent and contingent employees
  • Maintain performance and quality standards based on established call center metrics including turn-around times.
  • Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
  • Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
  • Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
  • Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
  • Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
  • Recruited qualified personnel when needed for open positions within the department.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.

Patient Access Supervisor

SSM Health @ Cardinal Glennon
St. Louis, MO
12.2014 - 10.2016
  • Interview, evaluate, select, and hire customer service staff
  • Enforce worker accountability for attendance, service delivery, and productivity
  • Identify and address staff development needs through supervision, training, and disciplinary actions when necessary
  • Produce departmental work schedule
  • Identify opportunities for process improvement
  • Oversee patient registration for the emergency room, same-day surgery, main admitting
  • Also supervised financial counselors as well as the registration team for the ambulatory care specialty clinics
  • Evaluate and audit performance and identify and implement improvement opportunities to increase overall productivity and effectiveness
  • Review and respond to complex issues and questions
  • Ensure processes are compliant with contractual agreements and State and Federal regulations
  • Analyze and advise management of personnel, work-flow issues and trends and recommend resolutions.

Collections Supervisor

EBO Financial Services
St. Louis, MO
02.2006 - 04.2014
  • Coached and Developed employees to exceed set goals
  • Monitored collectors and gave feedback when necessary
  • Implemented new talk-offs that increased individual collections
  • Managed 10-15 employees
  • Handled any client or complaint calls
  • Began employment as a collector and was promoted to supervisor within one year
  • Collected over one million dollars in fees three years in a row
  • Reduced third-party debt on hospital accounts by an average of over 50% monthly
  • Placed up to 150 outbound calls via the automated dialer system daily.

Education

B.A. in Human Resource Management -

Lindenwood University
01.2011

Skills

  • Efficient in Microsoft Word, Excel, Records Management, Lotus Notes, Word Perfect, Microsoft Office and (10 years)
  • HIPAA compliant/certified (10 years)
  • Leadership Development (10 years)
  • Operations Management
  • Customer Service
  • Employee Management
  • Recruiting and Hiring
  • Operational leadership
  • Cross-Functional Collaboration
  • Coaching and Mentoring
  • Performance Evaluations
  • Customer Service (10 years)
  • Recruiting (5 years)

Systems Used

  • Work Day
  • Portico
  • Amysis
  • Uptivity
  • Cornerstone Learning
  • ADP for Managers
  • CMS for Supervisors
  • IEX Web station
  • CRM
  • EPIC
  • OMNI
  • Lexis Nexus
  • Accurint
  • EMOMED
  • Pay Span
  • Emdeon

References

References available upon request

Timeline

Business Manager Operations

Centene Corporation
07.2022 - 12.2023

Med Connections Supervisor

Home State Health
04.2017 - 06.2023

Customer Service Supervisor

Home State Health
02.2017 - 06.2023

Patient Access Supervisor

SSM Health @ Cardinal Glennon
12.2014 - 10.2016

Collections Supervisor

EBO Financial Services
02.2006 - 04.2014

B.A. in Human Resource Management -

Lindenwood University

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Tiffaney Hampton