April Savage
Elmsford
Summary
Dynamic professional with extensive experience at OrthoNet, LLC, excelling in customer service and team leadership. Proven ability to enhance operational efficiency through effective communication and problem-solving skills. Recognized for exceptional service and adept in Microsoft Suite and HIPAA compliance, driving high customer satisfaction and team performance.
Overview
13
13
years of professional experience
Work History
IPC, Census Data Unit
Optum - Remote
White Plains
08.2021 - Current
- Enhanced customer satisfaction by resolving problems with knowledgeable, friendly service.
- Recognized by management for providing exceptional customer service.
- Collaborated with diverse coworkers to achieve goals and resolve product and service issues.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Leveraged software and tools to streamline processes and improve performance.
- Completed day-to-day duties accurately and efficiently.
CCR-
OrthoNet, LLC/Optum Remot
White Plains
01.2018 - 08.2021
- Coordinated and supervised daily activities of business support for technical and production teams to ensure smooth operations.
- Collaborated with diverse coworkers to achieve goals and resolve product and service-related issues.
- Delegated tasks and trained Senior Claims Resolution Coordinators to enhance role adherence and operational efficiency.
- Analyzed and assessed staff productivity using quality reporting to identify trends and allocate work.
- White Plains, NY / Remote - Optum
Contract Administrator (Empire BCBS Commercial NY)
OrthoNet, LLC
White Plains
06.2014 - 01.2018
- Trained, supervised, evaluated, and led a team of Contract Assistants to ensure all medical authorizations are executed adhering to set procedures.
- Primary point of contact for a high volume of incoming phone and email requests; and efficient first screening process that allowed to accurately route inquiry to the appropriate OrthoCare Managers and Case Assistants.
- Collaborated with Senior OrthoCare manager, or designated supervisor to develop team dynamics, track, and improve operational efficiencies.
- Worked with OrthoCare Case Managers to assure information and expectations were communicated in an effective manner.
- Supervised day-to-day operations of the contract to ensure the highest quality of work was executed.
- Ensured Contract Assistants participated in training classes related to Confidentiality, Conflict of Interest, HIPAA, URAC, and Regulatory Compliance.
- White Plains, NY
Customer Service Representative
OrthoNet, LLC
White Plains
04.2013 - 06.2014
- Delivered exceptional customer support across multiple communication channels, enhancing customer satisfaction.
- Resolved customer inquiries and issues with efficiency, contributing to a smoother customer experience.
- Maintained accurate records of customer interactions in the database.
- Collaborated with team members to streamline service processes, improving overall team effectiveness.
- Trained new staff on customer service protocols and systems.
- Monitored service metrics to identify areas for improvement.
Education
Computer Science
State University of New York - Farmingdale
NYCriminal Justice
Westchester Community College
Valhalla, NYChild Care Counsel of Westchester
ScarsdaleSkills
- Data analysis
- Database management
- HIPAA compliance
- Quality assurance
- Microsoft Suite Proficient
- Citrix
- ADP
- Adobe Acrobat
- Problem solving
- Critical thinking
- Effective communication
- First Aid/CPR
Timeline
IPC, Census Data Unit
Optum - Remote
08.2021 - Current
CCR-
OrthoNet, LLC/Optum Remot
01.2018 - 08.2021
Contract Administrator (Empire BCBS Commercial NY)
OrthoNet, LLC
06.2014 - 01.2018
Customer Service Representative
OrthoNet, LLC
04.2013 - 06.2014
Computer Science
State University of New York - Farmingdale
Criminal Justice
Westchester Community College
Child Care Counsel of Westchester