Customer Service & Care Coordination Executive

Experienced and results-driven professional with over 20 years of expertise in customer service,

financial services, and care coordination. Proven ability to deliver exceptional customer experiences while streamlining processes and driving operational efficiency in fast-paced financial environments. Skilled in managing complex client needs, resolving escalated issues, and coordinating care plans to ensure optimal outcomes. Adept at analyzing financial data, implementing strategic solutions, and fostering long-term client relationships. Committed to excellence in customer service and dedicated to building trust and satisfaction through tailored support and effective communication.

Contact Center Operations

Workflow Optimization

Conflict Resolution

Team Collaboration

Coaching and Development

Administration

Performance Metrics

Multidisciplinary Collaboration

Multichannel Support

Customer Retention

Regulatory Compliance

Medicare and Medicaid

Operations management

Workflow Optimization

Health Data Analysis

Coordinates care plans for a caseload of 100+ patients monthly, achieving a 95% compliance rate with treatment protocols and follow-up appointments.

Facilitates communication between healthcare providers, patients, and families, reducing care delays by 20% and increasing patient satisfaction scores by 15%. Conductes intake assessments and develops personalized care plans, resulting in a 30% improvement in patient outcomes within six months.

Educates patients on available healthcare resources and insurance options, increasing enrollment in appropriate programs by 25% and reducing out-of-pocket costs by an average of $500 per patient annually.

12/2023-Present

CUSTOMER SUPPORT DIRECTOR

Towson, MD 21225 ******************@*****.*** 804-***-**** TARA STEWART

PROFESSIONAL EXPERIENCE

KEY COMPETENCIES

"Driving Efficiency through effective Customer Service” Care Coordinator

Elizabeth Cooney Care Network

Baltimore,MD

Application Support Specialist

JAO Medical Systems MCO, Inc

Baltimore, MD

03/2023-12/2023

Delivered high-level support by resolving complex health plan-related issues, consistently achieving member satisfaction and ensuring seamless service delivery. Facilitated application processes for members, meticulously verifying the accuracy and completeness of all submitted information to maintain compliance and efficiency. Provided expert guidance on Qualified Health Plans (QHPs), Medicaid Managed Care Organizations

(MCOs), and other tailored healthcare options, ensuring alignment with members’ unique needs. Efficiently managed the scheduling and cancellation of appointments for Primary Care Physicians

(PCPs), ensuring accuracy and minimizing disruptions to members’ care. Delivered clear and concise explanations of Medicare and Medicaid benefits, policies, and procedures, empowering members to make informed healthcare decisions. Assisted members in selecting healthcare plans tailored to their income and specific requirements, optimizing their coverage and satisfaction.

Managed a caseload of 150 to 200 accounts per specialist, demonstrating exceptional organizational skills and the ability to handle high-volume workloads effectively. Requested, validated, and tracked legal documents from third-party vendors, maintaining accuracy and timeliness in the foreclosure process.

Coordinated with third-party services to oversee statutory postings and mailings, meeting all required deadlines and legal mandates.

Entered and maintained data in electronic systems with precision, ensuring the integrity and accessibility of foreclosure records.

Executed foreclosure documents to facilitate foreclosure actions in accordance with applicable laws and regulations.

Collaborated with Foreclosure Attorneys daily and engaged with Loss Mitigation and Bankruptcy departments to ensure adherence to proper procedures and compliance. 04/2011-09/2015

Penns Grove High School

Penns Grove,NJ

EDUCATION

Foreclosure Specialist

Citizen Bank

Richmond, VA

Provided exceptional support to an average of 100+ members daily by resolving inquiries regarding healthcare plans, coverage options, and billing, achieving a 95% member satisfaction rate. Coached and mentored a team of 7 customer support professionals, driving performance improvement and achieving a 20% increase in team productivity and customer satisfaction scores through ongoing training, feedback, and support.

Effectively managed escalated issues and coordinated with internal departments to ensure timely resolution, maintaining a 98% issue resolution rate within 24 hours. Educated members on Kaiser Permanente’s healthcare services, digital tools, and preventive care options, resulting in a 30% increase in member engagement with online resources. Adhered to HIPAA regulations and organizational policies, safeguarding member information and ensuring 100% compliance with privacy standards.

Customer Service Representative

Kaiser Permanente

Fulton, MD

10/2015-11/2021

Coordinated with third-party services to oversee statutory postings and mailings, meeting all required deadlines and legal mandates.

Entered and maintained data in electronic systems with precision, ensuring the integrity and accessibility of foreclosure records.

Executed foreclosure documents to facilitate foreclosure actions in accordance with applicable laws and regulations.

Collaborated with Foreclosure Attorneys daily and engaged with Loss Mitigation and Bankruptcy departments to ensure adherence to proper procedures and compliance. Foreclosure Specialist

Bank of America

Wilmington, DE

02/2006-03/2011

TECHNICAL SKILLS

Call Center and VoIP Systems, Workflow Automation Tools, Payment Processing Systems, Microsoft Office Suite

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