Beja Fooster
Little Rock,Arkansas
Summary
Contact center leader supporting insurance and healthcare customers through escalations, coaching, and call routing. Leads remote and hybrid teams with real-time feedback, SOP updates, and knowledge-base improvements that support first-contact resolution, lower repeat contacts, and accurate EHR documentation. Calm communicator who keeps patients informed and care workflows moving.
Overview
9
9
years of professional experience
Work History
Contact Center Lead Remote
Saracen Casino
Little Rock, Arkansas
01.2026 - Current
- Led remote contact center team, managing escalations and resolving complex customer issues to enhance customer satisfaction.
- Coach and mentor agents through real-time feedback, side-by-side support, and regular performance reviews to improve first-contact resolution and customer satisfaction.
- Oversaw inbound call routing and prioritization while coordinating with operations, marketing, and security to effectively resolve incidents.
- Developed and enforced standard operating procedures and knowledge-base updates to streamline processes and improve customer interactions.
- Communicate promotions, events, and service updates clearly to customers while maintaining professionalism during high-pressure situations.
Referral Coordinator Hybrid
Little Rock Diagnostic Clinic
Little Rock, Arkansas
11.2024 - 01.2026
- Coordinated patient referrals to providers and specialists, managing scheduling and confirmations to enhance patient access to care.
- Verified insurance coverage and authorization requirements for referral services and procedures, identifying and resolving coverage issues.
- Communicated clearly with patients about referral steps, required documentation, and next steps to improve compliance and follow-through.
- Collaborated with clinical teams and billing to expedite approvals, facilitating timely patient care and improving service delivery.
- Maintained accurate referral records and entered data into electronic health record system; audited and reconciled documents to ensure compliance and accuracy.
Agent Representative
Farmers Insurance
Pine Bluff
03.2018 - 06.2024
- Delivered exceptional customer service to policyholders through effective handling of inquiries, quotes, policy changes, and claims assistance across phone and in-person channels.
- Assessed customer needs and recommended appropriate coverage options, while supporting policy retention and growth through cross-sell opportunities.
- Coordinated claims intake with adjusters and clients to ensure timely resolutions and maintain clear communication throughout the process.
- Processed applications, endorsements, and renewals accurately while adhering to company policies and regulatory standards.
- Organized client records and generated reports that supported service, sales, and compliance objectives.
Education
B.S. - Criminal Justice
University of Arkansas at Pine Bluff
Pine Bluff05-2009
Skills
- Insurance verification
- Referral management
- Electronic health records
- Appointment scheduling
- EPIC
- Software Proficiency
- Team Leadership
- Customer Support
- Client relations Engagement
- Effective communication
- Patient communication
- Conflict resolution
- Data entry
- Problem Solving
- Empathetic Interpersonal Interpersonal communication
- Interpersonal Interpersonal communication
Timeline
Contact Center Lead Remote
Saracen Casino
01.2026 - Current
Referral Coordinator Hybrid
Little Rock Diagnostic Clinic
11.2024 - 01.2026
Agent Representative
Farmers Insurance
03.2018 - 06.2024
B.S. - Criminal Justice
University of Arkansas at Pine Bluff