Yalonda Mathews

• Interview and Hire employees while assisting with the training process by coaching and motivating call center agents to answer member/providers questions and handle complaints. Provide daily support after new hire training by monitoring their progress by cultivating the knowledge and skills to provide excellent service to customers. Identify operational issues and suggest possible improvements and implement performance management when necessary.

• Answering incoming calls in call center and assisting with prescription plans for employer groups. Contacted doctors office and obtained prior authorizations for medications.

Answer incoming calls in Call Center and schedule doctors appointments for five healthcenters in the Dayton area.

Communicate with customers and other individuals to answer questions, disseminate or explain information regarding the appointments.

Verify insurance coverage's for each patient in such systems as the Caresource Provider Portal, Availity and MITS.

Confirm doctor's appointments for the next business day.

Trained new employees on all systems and educated how to handle scheduling for each appointment.