Tina Olden

Senior marketCARES Analyst working IMPACT cases resolving provider issues in systems such as CLM, Phycon, and NDB across multiple regions and states. Using resources and knowledge to identify issues and resolve them within specified parameters such as TAT (Turn Around Time) and quality metrics. Manage caseload, including loading, claims projects, roster management, sale cases and contracts. Assist other analysts via Phycon clarification system

• Maintain, monitor, and analyze current provider data to ensure quality of the network
• Exceeded metrics within MarketCARES
• Exceed TAT by two days
• Improved customer satisfaction across through improved Quality and improved TAT
• Maintained relationships with our network partners

• Organize, maintain, and verify all aspects of the process of credentialing a provider and maintain current files on practitioners

• Managing the floor, ensuring agents are taking calls in a timely manner, reviewing reports and updating accordingly to protocols

• Research and load providers in CLM per request
• Clear CMD errors as needed.
• Super loader: Demographics, Contractual work.: Manually update providers in NDB as needed for demographics and/or contractual updates
• Held the role as SME Lead for the team duties were: Approved clarification via Phycon, Answered SME Mails from DLA's. Attending meetings, hosting team huddles, auditing DLA's work, providing coaching, and assisting trainers with the new hire classes.

• Manage and coordinate activities of team
• Plan, prepare and adjust duties of team according to customer needs, problems, workloads, and forecasts
• Verifies completeness and accuracy of subordinates' work
• Trains agents in work and company policies
• Examines procedures and recommends changes to save time and labor and increase quality and operational efficiency