Kenneth Hurd
MABLETON
Summary
Healthcare operations professional with 3+ years supporting complex insurance and claims processes within a high-volume environment at Blue Cross Blue Shield. Experienced in escalation management, appeals handling, digital health workflows, and cross-functional coordination. Proven track record reducing repeat escalations by 15% and improving case resolution efficiency by 18%. Skilled in CRM systems, documentation compliance, and operational workflow optimization.
Operations professional with solid background in streamlining processes and enhancing operational efficiency. Known for effective team collaboration and achieving results in dynamic environments. Skilled in process optimization and problem-solving, with reliable and adaptable approach to changing needs.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Healthcare Escalation & Operations Specialist
Blue Cross Blue Shield
03.2022 - 01.2024
- Managed 50+ complex insurance benefit and claims escalations weekly across multi-channel environments.
- Partnered with leadership to analyze recurring billing and claims issues, reducing repeat escalations by 15%.
- Improved case resolution time by 18% through documentation and workflow tracking enhancements.
- Served as subject matter expert for digital health tools and benefits interpretation.
- Trained new associates on triage processes and escalation workflows.
- Remote
Billing Specialist
Staffmark Staffing
Atlanta, GA
03.2022 - 06.2022
- Managed end-to-end invoice processing, ensuring accuracy and timely payments.
- Led initiatives to streamline invoicing procedures, enhancing overall efficiency.
- Analyzed invoice data to identify patterns and recommend process improvements.
- Established standard operating procedures for invoicing processes, promoting consistency across the team.
- Reduced payment discrepancies through meticulous reconciliation of invoices with purchase orders and contracts.
- Ensured timely payments by monitoring accounts payable status and maintaining accurate records.
Customer Support Representative
TRC Staffing
Atlanta, GA
05.2018 - 12.2021
- Resolved high-volume account and service cases while ensuring compliance with internal documentation standards.
- Escalated complex cases and ensured seamless handoffs to specialty teams.
- Reduced documentation errors by 20% through CRM process improvements.
- Consistently exceeded performance metrics in response time and resolution accuracy.
Education
No Degree - Business Administration And Management
Atlanta Metropolitan State College
Atlanta, GA01-2025
High School Diploma -
Norcross Highscool
Norcross, GA05-2016
Skills
- Claims & Benefits Resolution
- Appeals & Grievances Support
- Escalation & Triage Management
- Healthcare Workflow Optimization
- CRM Systems (Salesforce, Oracle)
- Compliance & Documentation Accuracy
- Cross-Functional Collaboration
- KPI & Performance Tracking
- Operational efficiency
- Planning and coordination
- Cross-functional communication
- Project management
- Six sigma methodologies
Certification
- Project Managemet Certification Training - [2024-2025]
Languages
English
Native or Bilingual
Timeline
Billing Specialist
Staffmark Staffing
03.2022 - 06.2022
Healthcare Escalation & Operations Specialist
Blue Cross Blue Shield
03.2022 - 01.2024
Customer Support Representative
TRC Staffing
05.2018 - 12.2021
No Degree - Business Administration And Management
Atlanta Metropolitan State College
High School Diploma -
Norcross Highscool