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Customer Service Process Improvement

Indianapolis, IN, 46235
September 29, 2023

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Robert Tanna

Over ** years of experience in healthcare, process improvement and customer service

Indianapolis, IN 46224


A driven professional with vast experience working in fast-paced, high-volume, and customer focused organizations. A team player with excellent interpersonal, organizational, and advanced technical skills. Committed to superior customer service and exhibits confidence and professionalism in interactions with individuals both internally and externally of all levels. Experience managing a variety of projects, detail oriented, resourceful and able to multi-task effectively. Authorized to work in the US for any employer

Work Experience

Import Customer Service

C J International Inc - Indianapolis, IN

January 2023 to Present

Act as a primary point of contact for customers having import-related queries. Take full responsibility and ownership of customer shipments and issues. Deliver consistent, high quality Proactive Care activities.

• Ensure smooth and timely freight process flow

• Ensure accurate and timely data entry into our operating system

• Track and trace shipments as required

• Utilize Process Monitors and Workflows on daily basis

• Ensure timely movement and delivery of freight to customers

• Ensure documents are timely sent to customer or broker for customs purposes

• Ensure accurate and timely client invoicing

• Interact with our customers in arranging their shipments, exceeding customer service expectations

• Contribute to maintain strong relationships with suppliers (steamship lines, trucking companies, and others)

• Meet compliance at all times to regulations. This includes internal policies and procedures such as Operational Process Standards (OPS) and external government regulations or customer’s policies / requirements.

• Understand department process flow, constantly looking for areas of improved efficiency

• Ensure all customers' standard operating procedures are followed and updated

• Meet KPI standards, as per the company procedures

• Overseas communications, timely responses to emails and requests (internal and external) Process Improvement Manager

Centene - Indianapolis, IN

March 2022 to December 2022

Identified and facilitated enterprise-wide process improvement activities utilizing LEAN/Six Sigma methodologies to design and improve processes that supported business infrastructure and performance. Identified, developed, prioritized, and executed process improvement opportunities utilizing continuous improvement principles and LEAN/Six Sigma methodologies. Monitored process improvement projects and facilitated cross functional process improvement project teams ensuring deadlines and objectives were met and return on investment was realized. Provided training to project teams and functional areas to assist with the implementation and maintenance of process improvement activities. Negotiated with project stakeholders to identify resources, mitigate risks, resolve issues, and provide key performance indicators and project status. Identified, communicated, and corrected gaps in process performance and provided guidance to address these gaps.

Service Coordinator I

Centene - Indianapolis, IN

March 2021 to March 2022

Identified special needs members through the completion of health screens and other resources. Worked with community outreach/member advocates to coordinate member care. Educated providers and community resources on program components and available support services. Educated members with special needs to foster compliance with program and positively impact outcomes. Conducted site visits as appropriate for programs and provide support to other special programs. Assisted with modification and management of care plans under the direction of a Registered Nurse in conjunction with member, medical consenter, or caregiver, caseworker and family, as well as the managing physicians. Provided support to medical, behavioral, and social support staff to determine needs, eligibility, and services for members. Conducted screening and risk assessment interventions per program guidelines. Medical Management Analyst/ Project Coordinator II Centene - Indianapolis, IN

February 2018 to March 2021

Prepared Excel spreadsheets, reports, and PowerPoint decks for meetings. Used conflict resolution skills to resolve issues with employees, members, and vendors. Work closely with project manager planning projects and preparing documents. Expertise in troubleshooting issues, deciphering problems, and recommending possible alternative solutions. Performed administrative duties, including sorting mails, answering calls for handling inquiries, managing inventory, and preparing monthly reports. Attended quarterly vendor oversight meeting to discuss project progress, improvement needs, compliance issues, and recommending timely resolutions for critical issues. Prioritized and lead process improvement activities with durable medical equipment and orthopedic vendors. Identified and proactively recommended policy changes and process improvements opportunities. Established and implemented post-implementation lessons learned fostering an environment of continuous improvement. Drove cost savings improvements through effective business processes, compliance checks, elimination of process and operational waste, and other related defects in delegated vendor services.

Program Coordinator

Centene - Indianapolis, IN

August 2017 to January 2018

Initiated authorization requests for output or input services in keeping with the prior authorization list. Researched claims inquiries specific to the department and responsibility. Performed tasks necessary to promote member compliance such as verifying appointments, obtaining lab results. Assessed and monitored inpatient census. Screened for eligibility and benefits. Identify members without a PCP and refer to Member Services. Screen members by priority for case management assessment. Performed transition of care duties to include but not limited to contact the member’s attending physician, member or medical power of attorney, other medical providers (home health agencies, equipment vendors) for information pertaining to special needs. Coordinate services with community-based organizations. Attended marketing and outreach meetings as directed to represent the plan. Produces, mails routine case management letters, and program educational material. Data enter assessments and authorizations into the system. Developed, managed, and managed the process for DME authorizations. Assist with the development and vetting of the tier process for case management and the discharge team. Customer Service Representative

Centene - Indianapolis, IN

September 2015 to August 2017

Customer service assists Indiana residents and providers, respond to complex customer calls. Resolve customer service inquiries, which could include. Benefit and eligibility information, billing and payment issues, customer material requests, physician assignments authorization for treatments, explanation of benefits. Provide excellent customer service constantly meeting established productivity, scheduled adherence, and quality standards.


Bachelor's degree in Business Administration HRM

Indiana Wesleyan University - Indiana

September 2019 to May 2022

Associate's degree in Healthcare Administration

Brown Mackie College-Indianapolis - Indianapolis, IN February 2008 to July 2010


• Process Improvement

• Change Management

• Six Sigma

• Lean

• Project Management

• Lean Six Sigma


• SharePoint


• Human resources

• Communication skills

• Time management

• Microsoft Office

• Pivot tables (1 year)

• Analysis skills

• Business consulting

• Business analysis

• Research

Certifications and Licenses

Lean Six Sigma White Belt

June 2022 to Present

Solid Understanding Of Six Sigma Principles.

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