Allyson Cunningham
Nashville,TN
Summary
Passionate case management lead representative with a proven track record enhancing customer satisfaction and ensuring HIPAA compliance. Skilled in client service and conflict resolution, I've spearheaded initiatives for business growth and staff training, significantly improving service delivery and operational efficiency.
Overview
3
3
years of professional experience
Work History
Case Management Lead Representative
Cigna (Evernorth Behavioral Health)
Virtual, TN
11.2023 - Current
- Developed and implemented strategies to improve customer satisfaction levels.
- Created and maintained detailed documentation of all customer interactions.
- Monitored performance metrics to identify areas for improvement.
- Resolved escalated customer issues in a timely manner.
- Assisted with the development of new products, services, and processes. Involved in many company pilots.
- Ensured compliance with company policies, relevant regulations, and HIPAA.
- Handled complaints from customers regarding product or service issues.
- Facilitated communication between customers, management, and other stakeholders.
- Provided customer service to clients regarding their insurance coverage and billing inquiries.
- Assisted customers in navigating the online portal for self-service requests.
- Maintained detailed records of client communications in the company's database system.
- Adhered to all applicable laws, regulations, standards, and procedures when interacting with customers and providers.
- Participated in training sessions as needed to stay current on industry trends and best practices
- Advised on available resources such as financial assistance programs, employee assistance program, or home care non-clinical benefits
Registered Behavioral Therapist
Hopebridge Autism Therapy Center
Nashville, TN
02.2022 - 08.2023
- Conducted comprehensive assessments of clients' behavioral, emotional, and cognitive functioning.
- Provided individual and family therapy to children with autism spectrum disorder utilizing Applied Behavior Analysis principles.
- Implemented evidence-based teaching strategies for individuals with ASD to improve language, social skills, self-help skills, and academic performance.
- Monitored client progress by collecting data on target behaviors and graphing results for review.
- Regularly attended team meetings to discuss strategies for addressing challenging behaviors.
- Created positive learning environments that encouraged exploration, play, and discovery of new concepts.
- Provided crisis management when necessary during therapy sessions or other settings.
- Developed procedures for reinforcement systems as part of behavior modification plans.
- Trained staff members on implementation of ABA techniques (part of training team)
- Supported caregivers in understanding their child's disability and learning how to effectively respond to challenging behaviors.
- Completed regular supervision meetings with supervisor to ensure adherence to ethical standards.
- Encouraged positive parent-child interactions through modeling effective techniques during therapy sessions.
- Taught and helped children develop new verbal, communication and social skills necessary for living healthy lifestyles.
Education
Bachelor of Science - Communication Sciences And Disorders
University of Mississippi
University, MS12-2021
Skills
- Strong leadership
- Client Service
- Cultural sensitivity
- Business growth and retention
- Staff Training
- Performance Tracking
- Insurance verifying
- HIPAA Compliance
- Patient Intake
- Conflict resolution
- Documentation
Accomplishments
- Silver achievement medical for case management lead representative achievement program for consistently meeting metric and quality goals
Timeline
Case Management Lead Representative
Cigna (Evernorth Behavioral Health)
11.2023 - Current
Registered Behavioral Therapist
Hopebridge Autism Therapy Center
02.2022 - 08.2023
Bachelor of Science - Communication Sciences And Disorders
University of Mississippi
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