ISIS CAULEY

Cleveland, OH *****

ad39g1@r.postjobfree.com

+1-216-***-****

Dedicated professional with proven performance in management, (leadership and communication. Detail-oriented in problem-solving and planning. Ready to make an immediate contribution to your organization. Dependable professional experienced in leading and managing teams in customer service, IT, and operations. Proven success in coaching, motivating, and developing cross-functional teams to achieve maximum efficiency and productivity. Well-versed in customer service, IT systems, and operational processes.

Work Experience

Senior Client Service Analyst

OPTUM SERVICES, INC. - Eden Prairie, MN

September 2021 to August 2023

Implemented quality assurance procedures to ensure customer satisfaction levels are consistently met.

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Developed strong organizational skills through managing multiple client accounts simultaneously.

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Successfully managed projects from conception to completion while meeting deadlines.

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Collaborated with other departments to resolve complex customer issues.

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Prepared detailed reports on customer interactions using business intelligence software tools.

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Served as a liaison between the company, clients, vendors and other departments.

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Team Leader/Supervisor

United HealthCare - Minnetonka, MN

February 2020 to September 2021

Delegated tasks to team members according to project requirements and employee strengths.

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Assisted in the recruitment and onboarding of new team members.

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Communicated work goals and deadlines to employees to increase productivity and meet project benchmarks.

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Successfully led team of 10 members to deliver projects on time and within budget.

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Cultivated an environment of trust, respect, collaboration, and accountability among the team members.

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Developed a system for tracking progress, measuring performance, and providing feedback to the team.

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Motivated team to achieve optimal results through effective communication and interpersonal skills.

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Health Care Coordinator Supervisor

CVS HealthCare - Woonsocket, RI

August 2017 to May 2019

Monitored patient satisfaction surveys to identify areas where improvements can be made within the department's

• processes.

Assessed potential risks associated with new business opportunities related to managed care contracts.

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Developed process improvement initiatives designed to streamline workflow within the department.

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Trained new staff on managed care operations and processes.

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Assisted in the development of provider contracts, including fee schedules and network participation agreements.

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Developed a comprehensive understanding of managed care industry regulations, policies and procedures.

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Skills

• Call Control

• Microsoft Office

• Retail Store Support

• Workflow Implementation

• Customer Experience

• Billing Codes

• Excel Formulas

• Training Junior Team

• Customer Relationship Management

• Account Management Members

• Citrix Metaframe

• Regulatory Requirements

• Client Correspondence

• Complaint Resolution

• Microsoft SharePoint

• Databases

• Process Improvement

• Quality Assurance

• Managed Care

• Analytics

• Business Intelligence

• Data analysis skills

• Microsoft Access

• Presentation skills

• Statistics

• Data collection

• Tableau

• Compliance management

• PeopleSoft

• ServiceNow

• Telephony

• Customer relationship management

• Banking

• Mentoring

• Google Suite

• Quality control

• CRM software

• Continuous improvement

• Account management

• Underwriting

• Technical support

• Documentation review

• ISO 9001

• HIPAA

• Workforce management

• ICD-10

• Epic

• Windows

• Customer service

• Anatomy knowledge

• Medical office management

• Medical terminology

• Typing

• Hospital experience

• Order entry

• Analysis skills

• Conflict management

• Research

• Training & development

• Google Docs

• Citrix

• SharePoint

• Account reconciliation

• Leadership

• Workday

• Medical imaging

• Network management

• Computer skills

• Health information management

• Communication skills

• Organizational skills

• Negotiation

• Outbound calling

• Fraud prevention and detection

• Writing skills

• Microsoft Excel

• Microsoft Office

• Records management

• Data entry

• Administrative experience

• Fashion retail

• Cash handling

• Retail management

• Microsoft Word

• Information security

• Application support

• Supervising experience

• Accounts receivable

• Recruiting

• Human resources

• Workers' compensation law

• Guest services

• Cash register

• Accounting software

• Accounting

• Help desk

• Filing

• Statistical software

• Upselling

• Front desk

• Hospitality

• Basic math

• Management

• Computer literacy

• English

Certifications and Licenses

Driver's License

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