Patrick Dilen

• Guide callers through troubleshooting, navigating the company site or using the products or services.
• Communicate with providers to review and verify documents, ensuring all necessary details are
accurate and complete.

• It was combined role of chat and outbound support for a food delivery app, where we assisted delivery personnel with app-related issues or challenges encountered while delivering food.

• Intake: Gather customer information, verify their whereabouts, and confirm roadside coverage.
• Dispatch: Collect details for the roadside request and coordinate with a provider to assist the customer.
• Follow-Up: Update the customer on the ticket status, make outbound calls to obtain the ETA, and track the service provider's location.

• Pre-Service: Provide service-specific benefits, share authorization requirements and status, and educate callers on claim submission processes.
• Post-Service: Assist providers with claim status, denials, appeals, payment disputes, recoupment, and corrections for denied claims, while providing essential information and connecting calls to relevant teams.
• PEA (Support Role): Review low NPS-rated calls, offer feedback and training, follow up on dissatisfaction, present NPS trends, and update operations on scores and improvements.
• POC (Support Role): Track and review feedback, oversee critical forms and coaching logs, conduct claims research, ensure proper call handling, resolve issues with leads and clients, and provide daily updates to operations.