Kristen Luongo

Kristen Luongo

Work History

Work History
Aug 2010 - Present

Operations Trainer

MultiPlan, Inc

Overview:

Responsible for organizing and conducting training of all new and existing Operational Employees. Provides professional instruction of departmental workflows, policies, and business system applications. Aligns all training materials to ensure quality and consistency in all aspects of operations.

 Responsibilities: 

  • Train all new and existing team members within assigned operations areas with concentration on the Claims and Customer Service Departments
  • Responsible for utilizing various visual and audio communication medias to ensure delivery of materials adapts to various audiences
  • Responsible for providing consistent feedback to Training Manager and Business Process Owner regarding trainee performance and classroom materials
  • Responsible for the development and maintenance of training materials as well as implementation of materials into the training environment
Aug 2008 - Aug 2010

Senior Billing Team Representative

MultiPlan, Inc

Overview:

A vital resource for the Billing Resolution Team Department with quality assurance procedures. Training new departmental employees and assisting with the upkeep of training materials. Assist Team Leader with escalated issues and act as team resource in the absence of Management.

Responsibilities:

  • Monitor quality assurance of assigned Billing Team Representatives’ work and provide education and guidance as necessary
  • Assist in the overall supervision of Billing Team Representatives to ensure that departmental processes are followed correctly and timely
  • Train new hires as well as conveying all updated processes to existing Billing Team Representatives
  • Communicate consistently and accurately with practitioners and hospitals until customer service inquiry/case is resolved including conference calls when necessary 
Sep 2006 - Aug 2008

Strategic Planner

Windstream Communications

Overview:

Responsible for ensuring business order timelines are met. Creatively problem-solve in times of frequent work disruptions in order to get the most productivity out of assigned technicians.

Responsibilities: 

  • Strategic planning to effectively dispatch technicians to achieve and maintain maximum productivity
  • Problem solve and handle escalations in the absence of management
  • Work with outside plant managers and supervisors to plan daily workload to meet business needs
  • Calendar management to ensure timely installation of company service
  • Support and monitor operations and performance of the dispatch workgroup (i.e., meeting commitments, workload calendars, technician's daily time reports)
  • Communicate with customers, as necessary, to reschedule installation and service repair appointments

Skills

Skills

Listening Comprehension

Tell me once, done!

Mainting Relationships

I’ve always maintained strong relationships through open communication and honesty.   

Team Building

There is no “I” in this team! I really enjoy the team atmosphere and brainstorming with creative people that bring new aspects to the table. What is better than an idea formed within several minds and molded into something great?  

Education

Education
Jan 2009 - Present

AA

MassBay Community College