Sherry Passmore

• Create and maintain spreadsheets used to produce provider directories for multiple products. • Initiate and process provider add, change and termination forms. • Track, update and audit the databases provider information. • Identify adds, deletes and updates to keep provider groups and model contracts. • Assist in Corporate audit activities. Responsible for multiple state deliverables, network reporting as well as claims payment resolution as it relates to provider set-up.

• Responsible for examining and evaluating the accuracy of transactions in accordance with company guidelines. • Applied expert knowledge in all areas of customer service. • Track company trends and provide resolutions to identify problem areas to ensure accurate information is provided. • Assisted in the training of new customer service representatives and associates. • Assisted in the development of new policies and procedures.

• Managed and controlled assigned classrooms by using a classroom discipline plan and giving specific directions about desired behavior. • Actively participated with students by giving feedback about their work and answers. • Communicated the significance of learning by following the lesson plans and teaching manuals

• Handled escalated and unresolved calls from associates and customers. • Managed and monitored the AVAYA phone system to maintain the appropriate call center service levels. • Responsible for the supervision of a staff of 110+ within the customer service department. • Improved customer service based on client feedback through development or new policies and procedures. • Adhered to the Federal Government HIPAA privacy laws and regulations