Paul Thums

Experience

• 

  Unity Health Insurance

  Jan 1998 - Jan 2010

  Reviewed customer contact information to identify trends and provide recommendations for improvement. Reviewed several types of data including complaint, survey, claims and inquiry.Managed several projects to to improve internal processes and implement new reporting requirements. • Managed Claims, Customer Service, and Enrollment departments consisting of 45 employees and three supervisors• Consistently met quality and processing performance goals for three departments • Reported NCQA required quality improvement efforts to Member Services Committee

  • Analyst, Customer Relations

    Feb 2008 - Jan 2010

  • Manager, Customer Relations

    Jan 1998 - Feb 2008
• 

  TASC (Total Administrative Services Corporation)

  Apr 2010 - now

  • Supervised 10 employees including six working in remote locations• Managed the corporate Corrective Action Program which included:o Assisted customers when issues could not be handled on first contacto Coordinated resolutions with clients, Regional Sales Directors, and brokerso Worked with all departments to identify root cause and perform corrective actiono Trended issues over time to determine ROI and prioritize preventative action efforts • Improved customer satisfaction survey results for corrective action processing from 42% to 82% • Implemented company-wide complaint tracking mechanism and reported trends to leaders• Facilitated cross functional meetings for key products with a focus on process improvement Show less

  • Manager of Customer Care

    Aug 2017 - now

  • Relationship Manager Supervisor

    May 2014 - Aug 2017

  • Quality and Customer Satisfaction Supervisor

    Apr 2010 - May 2014