Call Center Public Health
Resume:
***********@*****.***
Philadelphia, PA
J/B
JOHN BUTLER
About
Dynamic, results-driven healthcare professional with over 20 years of experience helping individuals and teams achieve practical solutions. A committed and adaptable team player with a proven ability to handle complex cases in healthcare settings. Known for exceptional organizational skills, attention to detail, and a customer-first approach. Most recently, focused on healthcare services within the military. Ready for the next challenge and excited to contribute to improving patient and client outcomes.
Experience
Supports Coordinator
Public Health Management Corp / Philadelphia, PA
October 2024 - Present
Facilitate access to services for children and adults with intellectual disabilities across Philadelphia and neighboring counties
Collaborate with individuals to develop and implement their Individual Service Plans (ISP), ensuring alignment with their unique needs and goals.
Monitor and evaluate the quality of services provided, prioritizing the health, safety, and well-being of each individual.
Deliver empathetic, compassionate, and person-centered support to empower individuals and their families
Corporate Call Center Trainer
WPS Health Systems / Wisconsin Dells, WI
November 2023 – April 2024
Led monthly training sessions (10-25 participants) on Tricare claims, covering UB-04, 1500, and DD2642 forms, sharing best practices and lessons learned to enhance claims processing accuracy.
Verified provider credentialing in the ECHOS database, ensuring compliance with TPERV (Tricare Provider’s Certification Unit) and validating provider information (TAX ID, TIN, and FIN).
Streamlined registration processes for workshops, reducing wait times and boosting attendee satisfaction and engagement.
Managed functional administration for payroll software applications, including releases, configuration, and security testing
IME Case Manager
Concorde Inc / Philadelphia, PA
September 2022 – November 2023
Managed and processed medical forms (DD2808, DD2807-2, optometry, and hearing exams) for military cadets transitioning into service.
Ensured the accuracy of medical documentation, leveraging DODMET, Basic, Concentra, and Outlook for coordination.
Improved communication between clients and providers through proactive follow-ups and detailed case notes.
Ensured timely corrections to medical records, utilizing Adobe and provider communication channels (phone, email, fax).
Call Center Trainer
InspiriTec / Philadelphia, PA
April 2011 – June 2022
Supported disaster relief efforts for Superstorm Sandy victims, helping process grants to restore homes.
Managed Medicaid applications and recertifications for Pennsylvania residents via the Compass system.
Trained new hires on military benefits and databases (DEERS, Tricare, VA benefits, etc.) as part of DoD/DMDC contracts.
Worked with quality assurance to improve agent performance, providing additional training as needed to maintain high standards
Intake Specialist
Pond Lehocky Stern & Giordano LLP / Philadelphia, PA
September 2014 – December 2018
Handled 300+ daily calls, guiding clients through application processes for various healthcare and legal services.
Collaborated with legal analysts to determine eligibility for SSDI, SSI, Workers' Compensation, and other benefits.
Assisted case managers with client inquiries, including pre-hearing questions and documentation
Education
Master’s degree in Health Management & Sustainability
University of Phoenix – Philadelphia, PA
Jan 2018 – September 2019
Bachelor’s in Healthcare Management
University of Phoenix
October 2009- May 2012
Skills
Call Center Trainer
HIPAA/PII/PHI/CUI Affiliate
Database Driven-Power BI, SQL and Queries
Detailed-Oriented
Meticulous
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