Mary Anne Agapito

Website Quality Assurance

• Coordinates with developers to provide the information needed for website creation
• Identifies and reports website issues to developers in a timely manner.
• Ensures that the website is compatible with all browsers.
• Evaluates the functionality of the website and ease of usability in collaboration with the web developers.
• Helps developers tackle ongoing problems by providing insightful feedback from the customer's eye view.

Project Coordinator

• Liaise between the ERP team and the web developers to facilitate communication and keep appropriate parties updated on project developments.
• Gather requirements for ongoing projects and organized details for management use.
• Source and manage company vendors needed to accomplish project goals.
• Collaborates with site development team members to establish immediate resolution of identified issues and provide internal support.
• Maintains open communication by presenting regular updates on project status.
• Prepared meeting agendas and minutes for distribution and record keeping
• Tracked hours and expenses to keep the project on task and within budgetary parameters

• Managed over 50 calls per day while answering emails at the same time.
• Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
• Followed up with customers about resolved issues to maintain high standards of customer service
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Clarified customer issues and determined the root cause of problems to resolve product or service complaints

• Approved prior authorization requests of health professionals for outpatient clinical procedures. (based on Medicaid policy)
• Investigated claims to check billing status.
• Maintained complete documentation for permanent records and auditing purposes.
• Maintained high-level knowledge of federal regulations of various states' regulations on patient privacy.
• Reviewed cases to determine those needed for escalation.
• Maintained knowledge of standardized medical billing codes.
• Organized peer-to-peer discussions with Medical Directors for inpatient cases.

• Maintained knowledge of benefits claim processing, claims principles, medical terminology and procedures and HIPAA regulations.
• Managed large volume of medical claims on daily basis.
• Used administrative guidelines as resource or to answer questions when processing medical claims.
• Followed up on potentially fraudulent claims initiated by claims representatives.
• Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.

• Served as point of contact (POC) for complex and escalated issues raised by agents.
• In tandem with management to create team efficiency and agent productivity.
• Provided nesting support for new agents regarding company operations, policies, and services.
• Conducted call monitoring assessment of agents both live and recorded.

Team Leader

• Mentored and guided employees to foster proper completion of assigned duties.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Coordinated weekly meetings for internal and external groups.
• Led a team of 12 members while providing exceptional customer service.
• Established open and professional relationships with team members to achieve quick resolutions for various issues

Customer Service Representative

• Quickly and accurately answered customer questions, suggested effective solutions, and resolved issues to increase customer satisfaction (96%).
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Educated customers about billing, payment processing, and support policies and procedures.
• Answered customer telephone calls promptly to avoid on-hold wait times

Product Trainer

• Mentored new hires, resulting in stronger staff development and increased productivity.
• Monitored participant workflow and behaviors throughout training process.
• Gathered and organized supplementary material to support structured lessons.
• Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
• Scheduled and taught in class to increase learning opportunities.