Tom Broich

Experience

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  Blue Cross and Blue Shield of Minnesota

  Jan 2004 - Dec 2007

  Consumer/Provider Liaison

  •Researched/analyzed policyholder claims issues, evaluated claims processing accuracy, and approved, validated, and facilitated payment of legitimate claims and successfully resolved hundreds of claims issues•Trained, mentored, and technically supported Claims Associates, delegated task assignments and optimized claims processing efficiency in a high-volume work scenario•Established/sustained exceptional policyholder relationships, received favorable customer commendations and promoted positive company image•Managed complex and escalated case issues, presented high-impact cases to senior managers, strategized/implemented corrective action plans and assured regulatory compliance and customer satisfaction Show less

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  OptumHealth

  Jan 2008 - May 2011

  Senior Provider Representative

  •Manage complex and escalated client cases, strategize and implement corrective action plans and assure client satisfaction•Initiate and lead new client implementations and provide OptumHealth website training to clients•Direct day-to-day operations acting as point of contact for high-volume clients providingexceptional service delivery•Research and resolve claims processing issues, assist with contract interpretation, and train clients on policies and procedures•Engage and coordinate cross-functional resources to address and resolve client concerns Show less

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  Empyrean Benefit Solutions, Inc.

  May 2011 - Jul 2017

  Quality Specialist

  •Recruited by management to create new Quality Specialist role•Complete call evaluations for Service Center Advisors•Determine if call content meets service expectations•Conduct 1:1 coaching sessions with Service Center Advisors as well as team feedback sessions with vendor supervisors to develop skills of the Service Center talent•Collaborate with supervisors to create and actively participate in Service Center Advisor performance improvement plans•Provide feedback, identify action steps, and track progress•Work with Service Center management to appropriately adjust quality benchmarks and goals•Partner with the internal Training Team to develop and present Service Skills workshops designed to build on team members’ skillsets and performance•Assist in developing related tools, job aids, and talking points for use by the Service Center Advisors•Utilize call analytic tools to identify trends and new opportunities for skill and process improvements•Provide leadership and subject matter expertise to department•Provide assistance with overflow calls from members•Attend offsite client meetings at clients’ place of business Show less

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  Verscend

  Aug 2017 - now

  Client Executive
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  Cotiviti

  Nov 2020 - now

  Project Manager