Rahtisha Collins
Albany,GA
Summary
Customer service–focused insurance professional with 7+ years of healthcare and insurance experience supporting customers, brokers, and internal partners. Demonstrated ability to deliver service excellence, manage competing priorities, and contribute to consistent, high-quality outcomes. Known for accountability, collaboration, and applying sound judgment to research and resolve service needs while operating within process and policy guideline.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Client Manager Associate I
The Standard Insurance Company
Remote
06.2024 - Current
- Provide day-to-day internal support by assessing, prioritizing, and responding to customer and broker requests related to account administration, eligibility updates, broker changes, and reassignment of client responsibility, ensuring requests are routed appropriately and resolved efficiently.
- Apply research, critical thinking, and sound judgment to evaluate service needs, gather required information, and coordinate with internal partners to support accurate account maintenance.
- Demonstrate accountability by managing an assigned workload in alignment with service expectations, response standards, and quality guidelines while balancing multiple priorities.
- Complete required system updates, documentation, and tracking activities to maintain accurate records and support operational consistency.
- Contribute to a team environment focused on collaboration, knowledge sharing, and continuous improvement through participation in projects and process enhancement efforts.
Claims Intake Specialist/Customer Service Representative
The Standard Insurance Company
Remote
03.2022 - 06.2024
- Respond to contact center inquiries by providing accurate and personalized information to claimants.
- Collect and analyze information from claimants to determine eligibility, entitlement/set up to our products.
- Facilitate the members’ experience with the company and advance the members’ understanding of our product offerings.
- Perform research and resolve a variety of member transactions. Provide technical, procedural and operational guidance on client service issues.
- Provide clear and concise communication of product information, policies, and procedures by using a variety of computer and telecommunications technologies software systems.
- Problem solving, perform initial research, and follow-up with individual client related issues as needed.
- Utilize online tools and resources to monitor performance results in schedule adherence, quality assurance, and client satisfaction to achieve performance metrics within the Contact Center.
- Facilitate call escalation for client satisfaction whose requests are not met within the established service timeframes. Practice de-escalation techniques to enhance the overall member experience.
- Assist client employees with various Leave of Absence processes including STD, LTD, and FMLA as well as other company specific leaves.
- Receive recognition for always meeting performance, adherence, and quality assurance metrics/requirements.
Credit Consultant / Customer Service
Financial Education Services
Albany, GA
01.2021 - 12.2023
- Answer inbound phone calls, schedule consultation appointments, and follow up with potential clients.
- Handle networking, create marketing materials, run social media accounts, and post updates, services, and articles.
- Assess clients’ case by case, and provide advice on credit and house purchases.
- Enroll clients in new services, upsell services, assist with enrollment forms, and help with website navigation.
- Meet sales goals, train new employees, conduct interviews, and select candidates.
- Manage files and act with discretion when handling confidential information.
- Analyzed client credit reports to develop tailored financial education strategies.
- Provided expert guidance on credit repair techniques and debt management solutions.
- Educated clients on improving credit scores through effective budgeting practices.
Certified Nurse Aide
Loving Hands Home Care Services
Albany, GA
03.2018 - 08.2020
- Provided in-home hospice care to residents.
- Mentored new hires, created work schedules, and answered inbound phone calls.
- Administered medications, maintained inventory levels, and called in prescription refills.
- Scheduled appointments, transported to locations outside the home, and handled insurance information.
- Took vital signs, maintained feeding tubes, prepared and served meals, and documented services provided.
- Assisted with activities of daily living, helped with ambulation and transferring, and monitored intake and output.
- Performed all responsibilities in accordance with prescribed safety and infection control procedures, including thorough hand washing, use of disposable gloves when appropriate and proper disposal of soiled materials.
Homemaker
Stay at Home Parent
Albany, GA
02.2015 - 03.2018
- Ensured household duties were completed and managed household budget.
- Coordinated medical care, meals, and social activities.
- Remained deadline-oriented and reliable while adjusting priorities and managing time wisely.
- Provided encouragement, support, and access to activities that enabled the development of skills.
Certified Nurse Aide (PRN)
Phoebe Putney Memorial Hospital
Albany, GA
10.2014 - 02.2015
- Worked with post-operative patients.
- Attended to the individual needs of patients including assistance with grooming, bathing, oral hygiene, feeding, incontinent care, toileting, colostomy care, prosthetic appliances, transferring, ambulation, and range of motion.
- Took vital signs, applied creams and ointments, collected specimens, and documented services provided.
- Measured and noted both intake and output of liquids and solids, documenting changes and promptly reporting concerns to supervisory staff.
- Provided individualized attention encouraging each resident’s ability to maintain or attain the highest practical physical, mental and psychosocial well-being possible.
Certified Nursing Assistant
Advanced Home Care Services
Springfield, MA
04.2013 - 04.2014
- Assisted residents with activities of daily living – grooming, personal hygiene, and feeding.
- Prepared and served meals, handled light cleaning duties, scheduled appointments, and monitored medications.
- Transported to locations outside the home, documented services provided, and maintained HIPAA compliance.
- Communicated and interacted effectively and tactfully with patients, visitors, families, peers and supervisory staff.
- Maintained the comfort, privacy, and dignity of patients by completing duties in a manner that display warmth and promotes a caring environment.
Certified Nursing Assistant
Integra Home Care Services
Greenfield, MA
04.2012 - 04.2014
- Assisted residents with activities of daily living – grooming, personal hygiene, and feeding.
- Prepared and served meals, handled light cleaning duties, scheduled appointments, and monitored medications.
- Transported to locations outside the home, documented services provided, and maintained HIPAA compliance.
- Communicated and interacted effectively and tactfully with patients, visitors, families, peers and supervisory staff.
- Maintained the comfort, privacy, and dignity of patients by completing duties in a manner that display warmth and promotes a caring environment.
Certified Nursing Assistant
Excel Nursing Services
South Hadley, MA
02.2009 - 05.2012
- Provided companionship and personal care to children with disabilities.
- Offered assistance within classroom environment, followed care plans, and maintained files.
Education
Certificate - HIPAA Essentials for Healthcare Professionals
Ultimate Medical Academy
Associate of Science Degree - Healthcare Management
Ultimate Medical Academy
01-2021
Skills
- Client & Broker Support
- Service Excellence
- Insurance Operations
- Eligibility & Account Maintenance
- Accuracy & Quality Focus
- Research Issue Resolution
- Cross-Functional Collaboration
- Operational & Administrative Support
- Productivity & Workload Management
- Professional Communication
- Policy & Process Adherence
- Client services
- Strategy development
- Special projects
- Customer service
- Time management
- Relationship building
- Salesforce software
- Review of contracts
Certification
- Academic Honors Recognition / Honor Roll
- American Red Cross | Certificate of Completion – CPR / First Aid / AED Instructor
- State of Georgia Certified Nurse Aide (CNA) #CN0014198321
Timeline
Client Manager Associate I
The Standard Insurance Company
06.2024 - Current
Claims Intake Specialist/Customer Service Representative
The Standard Insurance Company
03.2022 - 06.2024
Credit Consultant / Customer Service
Financial Education Services
01.2021 - 12.2023
Certified Nurse Aide
Loving Hands Home Care Services
03.2018 - 08.2020
Homemaker
Stay at Home Parent
02.2015 - 03.2018
Certified Nurse Aide (PRN)
Phoebe Putney Memorial Hospital
10.2014 - 02.2015
Certified Nursing Assistant
Advanced Home Care Services
04.2013 - 04.2014
Certified Nursing Assistant
Integra Home Care Services
04.2012 - 04.2014
Certified Nursing Assistant
Excel Nursing Services
02.2009 - 05.2012
Associate of Science Degree - Healthcare Management
Ultimate Medical Academy
Certificate - HIPAA Essentials for Healthcare Professionals
Ultimate Medical Academy