Tracy Austin
Dallas,Texas
Summary
Dynamic leader with proven success at Alliance RX in quality improvement and relationship management. Expertise in analytical skills led to coaching teams that enhanced performance and achieved operational efficiencies. Strong attention to detail and decision-making abilities consistently drive strategic initiatives and resolve complex issues.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Insurance Verification Team Leader
Alliance RX
Irving, TX
11.2017 - Current
- Responsible for reviewing reports and making recommendations.
- Responsible for completing Quality Monitors and Audits on assigned agents.
- Takes initiative to present ideas/suggestions to management.
- Provide positive coaching, constructive feedback, mentoring, and training to Agents.
- Assist agents with complex referral issues.
- Perform daily reporting at specified intervals
- Subject Matter Expert for Refresher Training Major Medical Classes.
- Reassign/Work escalated requests and emails.
- Responsible for monitoring RTA to ensure agents are adhering to their schedules
- Responsible for reassigning and assigning referrals to the Agent and other Core Teams
- Verify prescription and medical benefits.
Process Governance and Effectiveness
Alliance RX
Irving, TX
03.2023 - 11.2023
- Responsible for summarizing research data that will assist management in strategic planning.
- Collected, analyzed, and presented information pertaining to long-term planning and strategic goals of the department.
- Created Mapping Charts on processes
- Reviewed (WIP)Work In Progress for agents considered outliers.
- Audited referrals to determine areas of opportunities.
Front Manager
Taste Of Jamaica
Lancaster, TX
10.2015 - 02.2023
- Manage employee hours and Record Payroll Data
- Responsible for ordering Supplies and Food while maintaining budget limits.
- Monitor food presentation and gather Customer feedback on product quality
- Create and update Menus and Flyers to promote a product
- Maintain safety and food quality standards records.
- Interview and assist in training new employees
- Assist in controlling Operational Costs and identifying ways to cut cost
- Ensuring end-of-day cashouts are correctly completed
- Manage Social Media Accounts
- Manage transactions with customers using cash registers.
- Cross-sell and introduce new products
Insurance Verification Peak Team Lead
Alliance RX
Irving, TX
11.2019 - 11.2022
- Monitored Calls for Quality, Attendance, and Adherence and provided constructive feedback and coaching.
- Overseen Insurance Verification and Patient Financial Team remotely
- Resolved escalated patient, client, physician, and practitioner issues regarding financial responsibility and insurance coverage.
- Provided direction and guidance to a team of 20 Contractors.
- Ensured employees understood their duties or delegated tasks.
- Ensured Accounts were worked promptly, and Standard Operating Procedures were followed.
Research Specialist
Prime Therapeutics
Irving, TX
04.2015 - 10.2017
- Assist with process direction
- Resolve member escalations
- Research legal matters (Better Business Complaints)
- Resolve Call Center inquiries (Cases) promptly
- Resolve Pharmacy /Broker issues (Overrides and escalated requests).
- Assist Senior Specialist with escalated issues.
- Monitor and respond to complaints on Social Media Platforms.
Process Supervisor /Manager
Teleperformance
Dallas, TX
01.2006 - 04.2015
- Managed small and large numbers of staff with varying work responsibilities.
- Areas of focus in long and short-term staff development planning, mentoring, performance reviews and measurement, corrective and disciplinary action, behavioral interviewing, and hiring.
- Managed multiple account retention effort proposal projects with staff, ranging in position from front-line staff to senior leadership resulting in two significant account renewals ranging from 5,000-45,000 members in size.
- Coach and mentor four supervisory staff on all aspects of leadership.
- Coach to success with demo calls, live SBS remote listening and discussions, monitored peer-to-peer listening and group huddles.
- Worked with the support team and other leadership to identify learning opportunities and develop employee strength.
- Analyzed data regarding attrition, metrics, and absenteeism for multiple teams.
- Drive productivity metrics, including absenteeism and billable utilization, to maintain profitability and client staffing requirements.
- Assist with highly escalated customers to resolve issues and build a better customer relationship.
- Performance-managed key client-driven KPIs, including customer satisfaction surveys.
Bankruptcy Liaison
Capital One Auto Finance
Plano, TX
07.2005 - 11.2006
- Researched and verified all required customer information for tracking purposes.
- Handled/Sorted incoming mail
- Assisted in re-writing customer accounts
Merchant Sales Coordinator
Transtech Merchants Group
Carrollton, TX
03.2004 - 07.2005
- Responsible for contacting and scheduling appointments with Business Owners for Merchant Support Agents to Upgrade their Credit Card Machines.
Credit/Collections Manager
Cingular Wireless
Farmers Branch, TX
07.1996 - 03.2003
- Responsible for overseeing a staff of 15/23 inbound/outbound collection representatives
- Reviewed timesheets, payroll, and daily attendance.
- Set collection expectations with the team and created action plans to achieve goals
- Ensured service levels were met
- Loaded dialer system for various call center campaigns.
- Resolved escalated calls for The Office of the President
Education
COPC Certified -
02.2012
Business Management Certification -
Dallas Baptist University
04.2000
Tax School -
H&R Block
11.1990
Certificate - General Office
Successful Students Learning Center
03.1990
High School Diploma -
Franklin D. Roosevelt
06.1989
Skills
- Attention to detail
- Multitasking
- Analytical skills
- Policy and procedure knowledge
- Relationship building
- Conflict resolution
- Communication skills
- Decision making
- Quality improvement
References
Available upon request
Affiliations
Ethical Fashion
Hair Styling
Accomplishments
- Branded Restaurant
Certification
- Veterans Affairs License Caregiver
References
References available upon request.
Timeline
Process Governance and Effectiveness
Alliance RX
03.2023 - 11.2023
Insurance Verification Peak Team Lead
Alliance RX
11.2019 - 11.2022
Insurance Verification Team Leader
Alliance RX
11.2017 - Current
Front Manager
Taste Of Jamaica
10.2015 - 02.2023
Research Specialist
Prime Therapeutics
04.2015 - 10.2017
Process Supervisor /Manager
Teleperformance
01.2006 - 04.2015
Bankruptcy Liaison
Capital One Auto Finance
07.2005 - 11.2006
Merchant Sales Coordinator
Transtech Merchants Group
03.2004 - 07.2005
Credit/Collections Manager
Cingular Wireless
07.1996 - 03.2003
COPC Certified -
Business Management Certification -
Dallas Baptist University
Tax School -
H&R Block
Certificate - General Office
Successful Students Learning Center
High School Diploma -
Franklin D. Roosevelt
Similar Profiles
Shawnel BakerShawnel Baker
Patient Care Specialist Supervisor at ALLIANCE RX Walgreen PrimePatient Care Specialist Supervisor at ALLIANCE RX Walgreen Prime
Tresa JamesTresa James
Patient Care Advocate at Alliance Rx Walgreens Specialty PharmacyPatient Care Advocate at Alliance Rx Walgreens Specialty Pharmacy
Justin JohnsonJustin Johnson
Pharmacy Technician Lvl. 4 Team Lead at Alliance RX/ Walgreens Specialty PharmacyPharmacy Technician Lvl. 4 Team Lead at Alliance RX/ Walgreens Specialty Pharmacy
Amaya WilliamsAmaya Williams
Customer Service Representative at Hello FreshCustomer Service Representative at Hello Fresh
Asher OnserioAsher Onserio
Team Manager at Union Adventist University Soccer TeamTeam Manager at Union Adventist University Soccer Team