Andrea Morgan
Tallahassee,FL
Summary
Accomplished Provider Enrollment Specialist and Customer Service Team Lead at Gainwell Technologies and AT&T, respectively, showcasing expertise in credentialing and exceptional communication. Leveraged HIPAA compliance and Microsoft Office proficiency to enhance provider experiences and exceed customer service benchmarks, establishing a track record of resolving complex issues and fostering strong relationships.
Overview
32
32
years of professional experience
Work History
Provider Enrollment Specialist
Gainwell Technologies
Tallahassee, FL
12.2019 - Current
- Assisted providers with navigating online portal systems, enhancing user experience with application submissions.
- Assisted providers through clear communication and prompt assistance during enrollment process.
- Assisted providers with completion of applications and paperwork required to complete enrollment in high-volume call center.
- Trained multiple new hires in providing quality customer service practices.
- Processed escalations and systems issues to help provider with timely completion of their applications.
Customer Service Team Lead
AT&T
Miami, FL
09.1992 - 07.2016
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions.
- Managed high-performing customer service team, consistently exceeding company performance benchmarks.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Managed approximately 50+ incoming calls, emails and faxes per day from customers.
- Attracted potential customers by answering questions and suggesting information about other products and services.
Education
High School Diploma -
Leon High School
Tallahassee, FLSkills
- Critical thinking
- Strong Communication Skills
- HIPAA compliance awareness
- 4 plus years of Medicaid knowledge
- 30 plus years of providing excellent customer service expertise
- Effective written and verbal communication
- Proficiency in Microsoft outlook, Word, and FMMIS
- Knowledgeable in Excel, and Powerpoint
- Ethical Conduct Standards
- Problem solving, and fact finding abilities
- Continuous Learning Attitude
- Leadership Qualities
Timeline
Provider Enrollment Specialist
Gainwell Technologies
12.2019 - Current
Customer Service Team Lead
AT&T
09.1992 - 07.2016
High School Diploma -
Leon High School