Supervisor/Healthcare

**** ******* **

Louisville, KY ***** Phone 502-***-****

Email: ktt3go@r.postjobfree.com

Tonya R. Hurt

Objective To obtain a position that will further my career goals and will enhance and utilize my skills and abilities I have gained from work experience and educational endeavors.

Work Experience 05/05/03-Present

Humana Military Healthcare Services

Lead Beneficiary Services Representative (December2007- till present)

• Supports and manage 17 associates in resolution of complex beneficiary inquiries by demonstrating knowledge of systems, plans, policies, and procedures.

• Coach and develop associates by utilizing opportunities to improve the performance of team associates. Assist in promoting the growth of the associate’s skills by training and developing.

• Report trends that provide opportunities for associate education, process improvement, and provide feedback to senior management about associate relations and performances.

• Researched and resolved escalated enrollment, billing, referral, and authorizations issues.

• Lead and coordinate daily performance and activities of associates.

• Communicate to associates their performance measures and how it effects their work, and implement plans for improvement.

• Monitored associates compliance to schedules and quality scores.

• Assisted with Debt Collections, researched debt collections and unresolved claims, worked with providers to have claims reprocessed accurately and debt collections resolved with beneficiaries and removed from their credit report

Accomplishments

• Triple Crown Achievement, Reach Quarterly Award Recipient

Special Projects Team (January 2004 – December 2007)

• Researched and resolved issues escalated to upper management.

• Performed callbacks to beneficiaries with a resolution.

• Performed outbound calls with resolutions to elevated billing and enrollment issues, addressed beneficiaries concerns and educated them on their insurance benefits and insurance policies.

• Assisted in training and developing of new hires on the floor.

• Created and maintained monthly spreadsheets tracking performance errors of associates.

• Created and proof read literature and policies distributed to associates.

Achievements

• On Spot Recognition Recipient, Triple Crown Achiever

Benefits Services Representative (May 2003 – January 2004)

• Customer representative for an inbound call center. Answering questions for various medical insurance plans, including: enrollment, eligibility, claims and referrals. Assisted and trained new representatives both on the phone and in a classroom setting.

Achievements

• Triple Crown Achiever

S.H.P.S. (2002-2003)

Benefits Counselor II

• Senior benefits counselor as a third party administrator for national company’s insurance and various disability polices in a call center environment.

• Processed enrollments, disenrollments, and policy changes.

• Served on a committee by reviewing required information for appeals and granted approvals/denials based on policy guidelines.

• Processed FSA claims and processed FSA Enrollments.

Achievements

• Employee of the Month, Perfect Attendance

Security clearance Public Trust Position Clearance

NAC LC-ADP Level II SF85

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Education 2008 - Present

Ashford University Iowa City, Iowa

Currently enrolled in Senior Year completing Bachelors Degree in Organizational Management with a minor in Project Management

2005 – 2008

Axia College Phoenix, AZ

Associates Degree in Business Management

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