Bethany Touseull
Jermyn,PA
Summary
Dynamic professional with a proven track record at Cognizant, excelling in process optimization and compliance. Skilled in analytical thinking and active listening, I significantly reduced error rates and thereby operational costs. Committed to enhancing customer satisfaction through efficient document review and exceptional service delivery.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Process Executive - DCU
Cognizant (TMG Health)
Remote In Pennsylvania, USA
10.2015 - Current
- Received and analyzed all incoming documents and determined the correct course of action for each, providing clear information to the recipient as to the nature of the document for prompt handling
- Collaborated closely with other departments for achieving operational excellence across the organization.
- Investigated basic issues and escalated more complicated concerns for documents received and insurance member's accounts.
- Answered telephone or online requests and completed interactions quickly to meet productivity goals.
- Maintained strict adherence to quality standards by conducting regular training and self evaluation, resulting in reduced error rates.
- Reduced operational costs with thorough process analysis and optimization strategies.
- Assisted management by providing data-driven insights on process performance trends and opportunities for improvement.
- Inputted and submitted client information to facilitate speedy processing of paperwork.
- Accurately processed documents for provider, insurance member, health insurance, and other's needs.
- Streamlined workflows for increased productivity through the application of automation tools and lean methodologies.
- Improved process accuracy, conducting thorough quality checks and implementing corrective measures.
Customer Service Representative
Cigna
Moosic, PA
08.2014 - 02.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Spa Attendant
The Lodge at Woodloch
Hawley, PA
08.2011 - 07.2014
- Supported front desk operations including greeting guests upon arrival, providing informative tours of the facility, assisting with preparations for treatments, maintaining a clean and hygienic environment at all times.
- Assisted estheticians and massage therapists in setting up rooms and stations with supplies.
- Trained new employees in best practices for customer service, cleanliness, and product knowledge within the spa environment.
- Improved customer satisfaction by providing exceptional service and maintaining a clean, organized spa environment.
Education
No Degree - Associates of Science, Emphasis in Microsoft Progr
Red Rocks Community College
Denver, COSkills
- Document review
- Efficiency improvement
- Software knowledge
- HIPAA Compliance
- Medicare and Medicaid
- Corporate Compliance
- Analytical thinking
- Microsoft office
- Data review
- Account updates
- Time management
- Data entry
- Escalation procedures
- Active listening
- Attention to detail
Certification
Currently undergoing the Cognizant training program for Medical Coding 101.
Timeline
Process Executive - DCU
Cognizant (TMG Health)
10.2015 - Current
Customer Service Representative
Cigna
08.2014 - 02.2015
Spa Attendant
The Lodge at Woodloch
08.2011 - 07.2014
No Degree - Associates of Science, Emphasis in Microsoft Progr
Red Rocks Community College