Developed and Administered Instructor-Led & Virtual Training sessions
Oversaw New-Hire & Remedial Training
Conducted Orientation Sessions
Developed all SHOP Contract Closeout Documents as deliverables to Centers for Medicare & Medicaid Services (CMS)
Extensive knowledge of the Patient Protection and Affordable Care Act.
National Government Services, Inc.
Process Improvement Coordinator/Provider Enrollment, Medicare Part B
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2011 - 2012
Identified Opportunities for Business Improvements resulting in Cost Reductions and Increased Quality
Conducted Instructor-Led Training
Reviewed CMS Change Requests to Identify and Interpret Required Process Updates
Developed and Implemented Processes to Accommodate Change in Workload
National Government Services, Inc.
Contact Center Team Lead, Medicare Part B
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2007 - 2011
Developed Associates though Individual Customer Care Representative Coaching & Mentoring
Ensured over 50 CMS Quality & Timeliness Statement of Work (SOW) metrics were met or exceeded on a monthly basis (Including Award Fee Goals) for J13/JK/T18 Contracts
National Government Services, Inc.
Provider Contact Center Trainer, Medicare Part B
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2004 - 2007
Oversaw New-Hire & Remedial Training
Provided Continuous Education for Associates
Oversaw Development of Medicare Part B Contact Center Instructional Documentation