Alyssa Smith - Judi Health | Capital Rx

Judi Health | Capital Rx delivers enterprise health technology solutions that rebuild trust in U.S. healthcare. Our offerings include Capital Rx for full-service PBM, Judi Health(TM) for health benefit management, and Judi®, the leading Enterprise Health Platform unifying medical, pharmacy, vision, and dental claim workflows. Learn more at www.judi.health.

Briefly describe the nominated individual: history and past performance (up to 1,250 characters):

Alyssa Smith is a Customer Service Representative at Judi Health | Capital Rx who exemplifies excellence in front-line service and team development. Known for her patience and professionalism, Alyssa consistently delivers superior member experiences while mentoring new employees to achieve peak performance. Her track record includes maintaining a 99% quality accuracy rate, achieving 98% CSAT, and performing at 113% efficiency relative to peers. Alyssa's ability to balance complex inquiries with empathetic communication builds trust and strengthens member relationships. Her mentorship accelerates onboarding and fosters a culture of collaboration, making her an invaluable asset to both members and colleagues.

Outline the nominee's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

Since July 2023, Alyssa has delivered exceptional results that reflect her commitment to service and team success:

• Quality & Compliance: Maintained a 99% accuracy rate across thousands of claims.

• Customer Satisfaction: Achieved an overall CSAT of 98%, consistently ranking among the highest in the team.

• Efficiency: Performed at 113% efficiency, exceeding peer benchmarks while maintaining quality.

• Schedule Adherence: Averaged 95% adherence, ensuring reliability and operational consistency.

• Complex Problem-Solving: Resolved high-complexity benefit issues, transforming challenging situations into positive experiences.

• Mentorship: Guided new employees through onboarding, sharing best practices and fostering confidence.

Alyssa's achievements demonstrate a rare ability to combine technical precision, empathy, and leadership.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

Alyssa's impact is unique because she excels in two critical areas: delivering exceptional member experiences and developing team talent. While many front-line professionals focus solely on service metrics, Alyssa goes further-mentoring new employees and creating a culture of excellence. Her ability to maintain 99% accuracy, 98% CSAT, and 113% efficiency while resolving complex benefit issues sets her apart. Compared to peers, Alyssa consistently ranks at the top in performance and engagement. Her mentorship accelerates onboarding, reduces errors, and strengthens team cohesion. Alyssa transforms routine interactions into trust-building experiences, making her a model of empathy-driven service and leadership.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):

Supporting materials include:

• Performance Dashboard: Visual charts showing Alyssa's accuracy, CSAT, efficiency, and adherence metrics.
• Member Testimonials: Quotes highlighting Alyssa's empathy and professionalism during complex cases.
• Mentorship Impact: Documentation of onboarding improvements and peer feedback.
• Case Studies: Examples of Alyssa's role in resolving high-complexity benefit issues.

These materials provide compelling evidence of Alyssa's ability to combine technical excellence with empathy and mentorship, making her an outstanding candidate for Front-Line Customer Service Professional of the Year.