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Skills

  • Escalated inquiry management
  • Delinquent payment reconciliation
  • Strategic sales knowledge
  • Cross-departmental collaboration
  • Interdepartmental communication
  • Stocking and replenishing
  • Healthcare Data Analytics
  • Sales expertise
  • Monthly report generation
  • Data analysis for provider feedback

Work Experiences

  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Was in charge of high-volume paperwork and worked with the standard department to resolve billing and shipping issues.
  • Ensure that customers and internal departments are properly communicated with.
  • Contributed to $18 in annual store sales per three years.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Provided clients with basic technical support for a variety of procedure company products.

Summaries

  • Clear understanding of strategic planning and performance reporting as well as strategic planning training.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Provider Specialist who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Fluent in French. Personable and professional communicator.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to procedure regulations and metric department guidelines.
  • Tableau expert with 4 years of experience in related roles.
  • Motivated to keep customers happy and contribute to the company's success.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate process systems is one of my specialties.
  • Bring extensive high-call volume experience working with metric consumers spanning 8 years.

Accomplishments

  • Led a team in analyzing provider payment discrepancies, resolving 4 issues and reducing overall processing delays by 36%.
  • Managed provider audit processes, collaborating with internal teams to ensure 76% completion on audits and immediate corrective actions.
  • Established a provider escalation resolution strategy, improving resolution times by 61% and enhancing relationship management.
  • Penetrated Columbus healthcare market by onboarding 3 key providers, leading to a 78% increase in network participation within 2016.
  • Monitored contract renewals and performance benchmarks, maintaining a provider retention rate of 82% annually.
  • Developed provider education materials on initiative, increasing provider adherence to contractual requirements by 65%.
  • Developed and distributed a provider resource guide, reducing support inquiries by 64% and improving self-service rates for providers.
  • Successfully managed multi-state compliance for 8 providers, ensuring zero compliance violations in 2018 and maintaining accreditation standards.
  • Conducted database cleanup for 6 provider accounts, resulting in a more efficient search process and quicker data retrieval during audits.
  • Documented and resolved procedure which led to metric.

Affiliations

  • Medical Group Management Association (MGMA)
  • State Medical Board Association of Texas
  • International Council of Nurses
  • Rotary International
  • National Provider Enrollment Association (NPEA)
  • International Association of Administrative Professionals
  • American Society for Healthcare Risk Management (ASHRM)
  • Jaycees
  • International Association of Providers in Managed Care
  • Project Management Institute (PMI)

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Provider Enrollment Specialist Certification (PESC)
  • Certified Case Manager (CCM)
  • Certified Professional in Provider Credentials
  • Healthcare Provider Communication Certification Beacon Labs
  • Certified Patient Account Manager (CPAM)
  • First Aid/CPR Certified
  • CompTIA Network+
  • Certified Public Accountant (CPA)
  • CompTIA A+ Technician

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