Barbara

Customer Service Representative | Quality Assurance & Agent Coaching Support Lead

Act as a subject matter expert to resolve escalated patient concerns.. Assist employees through mentoring, compliance guidance, and process improvement initiatives.. Conduct outbound member outreach to address healthcare-related concerns and provide case support.. Review previous agent interactions and member call history to evaluate service quality and identify improvement opportunities.. Provide feedback and coaching recommendations to support agent development and performance improvement.. Assist in resolving complex member cases that were not successfully resolved during previous interactions.. Research member concerns, analyze case history, and collaborate with internal departments to identify appropriate solutions.. Verify that employee cases were complete and accurately documented in Google Sheets before submission to upper management.. Explain and clarify case-related questions from upper management and provide supporting information as needed.. Identify trends and opportunities to improve member experience and operational efficiency.. Maintain accurate case documentation using CRM and internal systems.