Breanna Cadena
Overland Park
Summary
TAILOR THIS SECTION TO THE POSITION YOU ARE APPLYING. Professional in customer service with strong focus on team collaboration and achieving results. Skilled in conflict resolution, communication, and managing team performance. Reliable and adaptable, ensuring seamless operations and customer satisfaction in dynamic environments. Prepared to lead and support team to meet and exceed goals.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor - Service Recovery Team
OptumRx
01.2021 - Current
- Drive Team Adaptability: Develop teams to respond to evolving patient needs, prescription trends, and regulatory changes through coaching and development.
- Performance Analysis: Monitor KPIs such as call sentiment, first call resolution, and case management to identify improvement opportunities and achieve service goals.
- Operational Excellence: Establish and enforce standards for productivity, accuracy, and patient care quality in all call center interactions.
- Continuous Professional Development: Advance expertise through ongoing education, networking, and engagement with pharmacy and healthcare industry best practices.
Assist Lead - Service Recovery Team
OptumRx
01.2020 - 01.2021
- Leadership Support & Performance Management: Provide expert assistance and direct support to team members in resolving complex patient inquiries and issues, ensuring timely and effective solutions, while exceeding company performance goals.
- Escalation Resolution: Manage escalated patient complaints and sensitive issues, ensuring satisfactory resolutions that uphold service standards.
- Process Improvement: Contribute to the creation and refinement of customer service procedures and best practices to improve efficiency and quality.
- Cross-Functional Collaboration: Act as a liaison between the customer service team and other departments, ensuring seamless communication and operational alignment.
Specialty Patient Care Coordinator - PAFT
OptumRx
01.2019 - 01.2020
- Patient Support: Manage accurate patient onboarding, ensuring all demographic and medical information is properly documented, and patient issues are resolved in a satisfactory manner.
- Care Liaison: Serve as the primary point of contact between patients, healthcare providers, and support teams to facilitate seamless care coordination.
- Benefit Education: Assist patients in understanding insurance plans, coverage details, and out-of-pocket responsibilities.
- Claims and Billing Support: Process insurance claims and resolve billing inquiries to ensure timely reimbursement and patient satisfaction.
Education
Bachelor's - Business Administration
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Skills
- Coaching and mentorship
- Call center operations management
- Performance metrics and reporting
- Workforce management
- Process optimization
- Quality assurance and compliance
- Problem-solving
- Time management
- Customer service
- Multitasking and organization
Certification
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Timeline
Customer Service Supervisor - Service Recovery Team
OptumRx
01.2021 - Current
Assist Lead - Service Recovery Team
OptumRx
01.2020 - 01.2021
Specialty Patient Care Coordinator - PAFT
OptumRx
01.2019 - 01.2020
Bachelor's - Business Administration
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