April McClain
Fort Worth,TX
Summary
4+ years of Management Operations 8+ years in Healthcare 20+ years in Customer Service Process Improvements Create Training Material/Study Guides Facilitate Training Classes Project Management Training/Microsoft Office Suite
Skilled specialist with proven track record in delivering impactful results. Adept at team collaboration and flexible in adapting to changing needs. Expertise in provider relationships, consistently driving successful outcomes. Known for reliability and strong focus on achieving objectives.
Overview
13
13
years of professional experience
Work History
Confirmation Specialist
Renewal By Andersen
03.2018 - 08.2024
- Review and verify accuracy of appointments set
- Support Sales Managers & Project Consultants regarding in home consultations via calls, text, and emails
- Review online appointment requests and update information as needed
- Managed approximately 100+ inbound and outbound calls per day
- Set approx 15+ appoints per month
Travel Team Manager
LogistiCare Solutions
03.2012 - 03.2018
- Contract negotiations with multiple lodging facilities for Medicaid recipients
- Create Policy & Procedures based upon Medicaid/Medicare guidelines
- Created and facilitated training for staff
- Completed quarterly & yearly evaluations for staff
- Prepared monthly and yearly financial statements
- Conducted yearly financial audits
Transportation & Travel Manager
LogistiCare Solutions
03.2012 - 03.2018
- Contract negations with transportation providers for Medicaid & Medicare recipients
- Maintain transportation provider network to provide adequate coverage for clients
- Create Policy & Procedures based on Medicare Guidelines
- Conducted quarterly transportation provider meetings to address successes and areas of opportunity
- Completed quarterly & yearly evaluations for staff
- Conducted monthly and yearly audits
Transportation Supervisor
LogistiCare Solutions
03.2012 - 03.2018
- Assist with recruiting and hiring staff
- Created and facilitated training for staff
- Conducted quarterly transportation provider meetings to address successes and areas of opportunity
- Contract negations with transportation providers for Medicaid & Medicare recipients
- Co-Facilitated Customer Service Training
- Facilitated Policy & Procedures training class
Assistant Transportation Coordinator Team Lead
LogistiCare Solutions
03.2012 - 03.2018
- Created & Facilitated Where’s My Ride Training
- Assist transportation providers with questions regarding their manifests
- Handle escalations from clients and providers
- Work with Social Workers regarding client’s transportation needs
Assistant Transportation Coordinator
LogistiCare Solutions
03.2012 - 03.2018
- Coordinated transportation to achieve company customer service goals
- Create routes for providers to transport clients
- Assist clients with questions regarding the status of their transportation
Customer Service Representative
LogistiCare Solutions
03.2012 - 03.2018
- Set appointments via inbound calls for Medicaid & Medicare Recipients
- Handle customer complaints with one call resolutions
- Conducted research for guarantors to verify receipt of statements, notify of account status
Customer Service Rep
AT&T Mobility
04.2011 - 02.2012
- Assist existing and new customers with orders for cell phone and tv service
- Assist with billing disputes
- Delivered exceptional customer service for inquiries on active & delinquent accounts
- Processed payments for goods and services
Education
AA - Biblical Studies
Kenneth Copeland Bible College
05.2023
Skills
- Customer relations
- Expert problem solving
- Analytical thinking
- Documentation management
- Management collaboration
- Advanced communication
Accomplishments
- Ambassador of Love, 01/22
- Company Culture Award Recognition, 2023, 2024
- Created and orchestrated the Spotlight Award Program
- Assisted DHHS of Louisiana with Fraud, Waste, and Abuse Case to successfully eliminate a provider
- Assisted in LogistiCare Audit & helped reduce audit findings by $1.5+ million
Professional Highlights
4+ years, 8+ years, 20+ years, Process Improvements, Create Training Material/Study Guides, Facilitate Training Classes, Project Management Training, Microsoft Office Suite
Timeline
Confirmation Specialist
Renewal By Andersen
03.2018 - 08.2024
Travel Team Manager
LogistiCare Solutions
03.2012 - 03.2018
Transportation & Travel Manager
LogistiCare Solutions
03.2012 - 03.2018
Transportation Supervisor
LogistiCare Solutions
03.2012 - 03.2018
Assistant Transportation Coordinator Team Lead
LogistiCare Solutions
03.2012 - 03.2018
Assistant Transportation Coordinator
LogistiCare Solutions
03.2012 - 03.2018
Customer Service Representative
LogistiCare Solutions
03.2012 - 03.2018
Customer Service Rep
AT&T Mobility
04.2011 - 02.2012
AA - Biblical Studies
Kenneth Copeland Bible College
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