Steven Casey

Background

About Steven Casey

Steven has background in the Contact Center and Contact Center operations, starting out as a Patient Care Advocate for Express Scrips/Cigna where he worked the frontline. In this role he received inbound calls that ranged from questions about patients rx insurance (copays, network, covered meds, cost of meds) and may other rx insurance related questions. These were from many different insurance plans from several different clients including Medicare D. His preceding role was as a Resolution Team Lead, where he took issues that were escalated from patients in order to resolve their problems or find a very competent solution for their problems. These range from TAT on getting meds, billing issues, costs of meds, and coverage of rx’s as well. While in this role, he also served as an Emerging leader temporarily leading a team of around 15 advocates. In this role he provided coaching, feedback, and helped with development of the team members. When not leading a team in his Emerging leader role he was in the Training Assistant Program, helping develop curriculum for new hires as well as trained several new hire classes within the company. This role ranged from new hire training to up-training of tenured advocates on new or updated processes they needed for the company. In his current role of Workforce Management Supervisor, he is responsible for leading a team of Intraday WFM Analysts and collaborating with Operations Supervisors/Management in eviCore. This includes Steven being responsible for day to day operations for his WFM team for PSU (Physician Support Unit) ensuring KPI’s are met through different recommendations and observing how they positively impact performance. The opportunities are realized through regular meetings with leadership in PSU operations along with daily monitoring and analyzing of data and trends. He makes daily presentations to leadership on performance constantly working cross functionally with operations teams, pushing the business forward to exceed in goals and build lasting relationships. All while working within the company he’s been able to complete his Associates, Bachelors, and Masters degree showing that he can multitask and prioritize effectively and efficiently keeping the highest of success in his personal and professional development. His background in leadership and independent work within the contact center and business prove to be a great asset for any role that he takes on and is unmatched in his passion to do more and be better than his best while continuing to improve in his professional/personal development.