Cora Brady
Stone Mountain
Summary
Experienced with patient registration, insurance verification, and data management. Utilizes strong interpersonal skills to provide exceptional patient support and streamline admission processes. Knowledge of healthcare systems and compliance standards.
Overview
9
9
years of professional experience
Work History
Service Associate
Kaiser Permanente
09.2023 - Current
- Handled high-volume calls, effectively addressing member needs while maintaining professionalism.
- Collaborated with team members to streamline processes and improve overall service efficiency.
- Enhanced patient care by implementing efficient scheduling and coordination processes.
- Facilitated smooth transitions between departments, ensuring continuity of care for patients throughout their treatment journey.
- Streamlined communication between healthcare providers, resulting in improved patient outcomes.
- Managed high call volumes efficiently, triaging calls effectively and directing them to appropriate personnel as needed.
- Verified insurance for billing accuracy
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Collaborated with medical staff to ensure timely and accurate communication of patient needs and appointment details.
Customer Service Representative II
Anthem Inc
11.2020 - 03.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Assisted with setting appointments, special order requests, and or coordinating any care requested or needed
- Communicated with vendors regarding benefits and scheduled any services needed
- Delivered exceptional customer service to every member by throughly explaining medical benefits and extended coverage offered by plan.
Call Center Supervisor
LogistiCare
02.2017 - 03.2020
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Supervised 300 customer service representatives in providing excellent customer service to callers requiring assistance for transportation services.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Collaborated with training team to maintain customer service support and certification training initiatives.
- Established and oversaw performance targets for call center associates.
Education
High School Diploma -
Columbia High School
Lake City, FL05.2011
Skills
- Retail Sales Customer Service
- Active Listening
- Microsoft Word
- Business Development Understanding
- Report Creation
- Senior Leadership Support
- Staff Training
- Report Preparation
- Microsoft Excel
- Customer Relations
- Recordkeeping Strengths
- Administrative Support
- Call Center Operations
- Office Equipment Proficiency
- System Implementation
- Problem-Solving Ability
- Customer Relationship Management
- Computer Proficiency
- Critical Thinking
- Customer Consulting
- Team Development
- Data Evaluation
- Conflict Resolution
- Customer Service
- Service Standard Compliance
- Typing Proficiency
- Membership Inquiries and Renewals
- Administrative and Office Support
- Filing
- Coordination
- Research
- Prioritization
Timeline
Service Associate
Kaiser Permanente
09.2023 - Current
Customer Service Representative II
Anthem Inc
11.2020 - 03.2023
Call Center Supervisor
LogistiCare
02.2017 - 03.2020
High School Diploma -
Columbia High School
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