John Paul Tuazon

Assisting the Case Manager by:

• Handling initial paperwork related to medical treatments (entering details such as treatment descriptions, the last date of service, and the current treatment balance)
• Gather medical documents via phone calls or emails
• Collecting documents from clients like (police reports, hospital bills, etc.)
• Sorting client document folders
• Manage entries in CRM Software (CasePeer)
• Send documents to insurance companies and health providers
• Follow up with clients and attorneys for written statements when required by the insurance company
• Responding to client inquiries via email

• Responsible for managing the day-to-today operations of assigned staff.
• Accountable for assigned team member’s performance against established metrics and scorecards.
• Directly manage assigned queues, to ensure that assigned work queues are managed to maintain consistency and within expected service levels.
• Responsible for identifying, evaluating, and communicating production issues encountered to Senior Team Lead and implementing necessary action plans.
• Drive improvement in the performance of assigned team through root cause analysis of errors/issues, trend analysis, continuous improvement to processes and systems.
• Reviewing and validating orders handled by representatives to ensure adherence to processes.
• Conducting one-on-one coaching, providing direct feedback, and performing side-by-side sessions with representatives to enhance performance.

• Evaluating and monitoring calls/orders/charts, aiming to achieve client satisfaction, in accordance with the Quality Guidelines.
• Communicate audit results to Team Leads through feedback and reporting.
• Uses a quality monitoring system to compile and track performance.
• Participates in call calibration sessions on an ongoing basis.
• Conducting Quality Talks and Huddles with the New Hire Class and Production Team.

• Sending medical record requests to medical providers for Life Insurance Underwriting, Claims, SSDI, and Legal purposes.
• Making outbound calls and sending email status requests to medical facilities to follow up on medical records requests.
• Reviewing Patient's Charts/Medical Records making sure the the correct set or types of records were obtained.
• Ensuring HIPAA Compliant Authorization before sending it to medical facilities.
• Checking responses from medical providers in order to identify any possible rejections.
• Making payments with medical providers.
• Requesting additional/supporting documents from the clients such as POA, Birth Certificate, Death Certificate, Updated Authorization Form, Valid IDs, Police Report, Form 1696, etc.

• Finding new clients as well as offering other products to an existing customer base. Ensures that the relationship between the existing clients as well as the partner bank is well-maintained.
• Expected to handle the reporting, planning, and administration of the plans purchased by the client.
• Present the service menu of the company to the clients and make recommendations based on the client's objective.

• Evaluating interactions between a customer and our Company's call center associates against predetermined standards of performance.
• Highlighting what was done well, as well as opportunities for improvement.
• Supporting front-line management in continuously improving agent performance and the overall customer experience.
• Participates in call calibration sessions on an ongoing basis.

• Making outbound calls to prospective clients to schedule their next vehicle maintenance service appointment.
• Logging and creating customer information in our system.
• Educating clients regarding Auto Warranty Coverage and Service Contracts

• Communicate with clients over the phone to provide step-by-step solutions for cable, internet and phone service issues.
• Identifying upselling opportunities to facilitate sales of company products/services.
• Maintaining records of call transactions using computer systems and special tracking software.

• Taking incoming orders, processing payments, and handling the appropriate billing procedures over the phone.
• Fielding and resolving customer complaints.
• Answering customers' questions regarding a particular product or service.
• Maintaining records of customers' calls, comments, and the resolution achieved.