James Hull

Experience

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  Express Scripts

  Jan 2005 - Jan 2008

  • Responsible for providing one call resolution to members with escalated issues.• Provided coaching to customer service representatives when they were unable to use their resources to resolve member issues. • Developed and maintained schedule for agents to handle second level escalations. * Responsible for providing one call resolution to a variety of customer needs.* Consistantly ranked top performer on anual reviews* Selected as member of service recovery team.* Selected as classroom assistant to work with new hire employees.

  • Resolution Team Leader

    Jan 2007 - Jan 2008

  • Customer Service Representative

    Jan 2005 - Jan 2007
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  City of Columbus ~ Division of Police

  Jan 2008 - Jul 2009

  Police Comunication Technician

  • Uses a computer-aided dispatch system, receive emergency calls from the public requesting police, fire, medical or other emergency services. • Determine the nature and location of the emergency; determine priorities, and dispatch police, fire ambulance or other emergency units as necessary

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  Accredo - An Express Scripts Company

  Jan 2009 - Jan 2017

  Serve as a liaison to the company and external entities by participating in company initiatives, working with other departments to implement processes and changes and resolve issues.Review service failures to determine root cause, and create a mitigation plan to prevent future occurrences. Monitor performance metrics to discover trending to ensure that performance guarantees were consistently met. Lead multiple short-term projects to boost performance, quality, and customer satisfaction. Exibir menos • Responsible for managing a team of 45 Customer Service Representatives and 34 e-mail customer service representatives. • Served as acting manager during peek season. With 5 temporary supervisors reporting and 150 indirect reports.• Responsible for project management and creating new departments within the contact center. • Independently created multiple new tools to automate statistic gathering by supervisors across the call center eliminating redundant workloads • Saved company $75,000 annually in lost productivity by optimizing reporting processes within the e-mail customer service department.• Developed training, quality and productivity metrics for the e-mail customer service department resulting in 50% increased productivity.• Consistently exceeded department goals in areas of quality, absenteeism, schedule adherence, and overall productivity.• Wrote and updated SOPs to be used corporate wide• Developed and facilitated training courses.• Monitored interactions between employees and customers via Witness and NICE monitoring systems to ensure compliance with internal policies as well as government regulation, particularly HIPAA.• Additional Responsibilities: Payroll, Quality Monitoring, Attendance, Safety, Operations, interviewing potential employees, training, conducting team meetings, monitoring and improving team performance metrics, and staff development. Exibir menos

  • Service Delivery Manager

    Jan 2016 - Jan 2017

  • Supervisor of Customer Service

    Jan 2010 - Jan 2016

  • Patient Care Representative

    Jan 2009 - Jan 2010
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  Consider It Sold Photography

  Jan 2017 - Mar 2020

  Owner

  Co-Owner of startup photography company specializing in real estate and architectual photography

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  Quantum Health

  Jan 2017 - Jan 2021

  Lead Patient Services Representative

  Create and provide training to new representatives in the e-mail and chat team.Monitor and manage workflow to ensure compliance with contractual requirementsHandle inbound customer service calls, e-mails and chats from members, clients, physicians, and others.Focus on proactive problem solving and taking ownership of member issues to resolution. Specialized in helping members navigate the healthcare landscape, including claims, prior authorization/precertification, plan design, and maximizing benefits. Exibir menos

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  CoverMyMeds

  Jan 2021 - Jan 2024

  Appeals Account Coordinator / Brand Specialist

  Review denied pharmacy prior authorizations to determine if an appeal is appropriate.Create and follow up on appeals to help ensure patients are able to get the medications they need.Served as brand specialist, providing data analytics and working as liaison between operations and account teams.

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  Kings Island

  Jan 2022 - Jan 2024

  Haunt Actor - Driver - Games

  Haunt ActorPortray various horror characters in a professional haunted house attraction.Collaborate with fellow actors to create synchronized scares and scenes.Maintain character consistency and engage patrons through interactive storytelling.Attend regular rehearsals and training sessions to improve acting skills and safety procedures.Adapt to evolving scripts and scenarios to deliver fresh and terrifying experiences.Safely operate parade floats, in daily parades throughout the park.Collaborate closely with parade performers, ensuring smooth transitions and interactions with guests.Lead pre-parade inspections and coordinate with maintenance teams for float upkeep.Execute precise maneuvers during parades, maintaining focus on the safety of passengers and spectators.Assist in training and onboarding new float drivers, emphasizing safety protocols and theme adherence. Exibir menos

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  Teach For America

  Jan 2024 - now

  Corps Member

  2024 Special Education Corps MemberCimmeron Memorial High School - Clark County School District - Nevada

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  Clark County School District

  Jul 2024 - now

  Special Education Teacher / Case Manager

  Design and implement individualized education programs (IEPs) for students with diverse learning needs, ensuring alignment with state and federal guidelines.Develop and deliver engaging, standards-based English Language Arts instruction tailored to students' abilities, fostering literacy growth and critical thinking skills.Utilize data-driven strategies, formative assessments, and differentiated instruction to support student success.Collaborate with general education teachers, support staff, and families to create an inclusive and supportive learning environment.Advocate for students' academic, social, and emotional development through evidence-based interventions and accommodations.Manage classroom behavior using proactive and restorative strategies to promote a positive and structured learning environment. Exibir menos