Candace Cass
Newport
Summary
Compassionate and resourceful healthcare support professional with over 10 years of experience in customer service, administrative operations, and health information management. Adept at guiding members through complex healthcare systems, resolving issues with empathy and efficiency, and building lasting relationships. Proven ability to communicate clearly, advocate for member needs, and navigate Medicare-related benefits with precision.
Overview
11
11
years of professional experience
Work History
Member Customer Service Representative
Premera Blue Cross
Mountlake Terrace
01.2022 - 11.2024
- Explained benefits, verified eligibility, and supported claims and pre-authorizations.
- Logged member interactions and resolved complex service issues with empathy and accuracy.
- Built rapport with members to ensure satisfaction and long-term engagement.
- Assisted customers with inquiries regarding insurance policies and benefits.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Educated members on coverage options and claim processes for better understanding.
- Collaborated with cross-functional teams to enhance service delivery and member experience.
- Conducted follow-up calls to ensure customer satisfaction after service interactions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong relationships with customers by providing personalized assistance and support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed positive relationships with customers through friendly interactions.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Health Information Specialist I (Internship)
Kootenai Health
Coeur d'Alene
03.2022 - 06.2022
- Ensured HIPAA compliance while prepping and scanning medical records.
- Supported intake and documentation processes across departments.
- Provided clerical support including phones, filing, and data entry.
- Ensured data accuracy and compliance with healthcare regulations.
- Reviewed medical records for accuracy and completeness, ensuring compliance with legal and accreditation standards.
- Processed requests from outside organizations for release of patient information according to HIPAA regulations.
- Proofread documents carefully to check accuracy and completeness of all paperwork.
- Answered questions and fulfilled requests with friendly and knowledgeable service.
- Handled incoming calls and directed callers to appropriate department or employee.
Administrative Assistant
Aerocet, Inc.
Priest River
10.2013 - 01.2018
- Served as first point of contact for international clients in a high-tech manufacturing environment.
- Managed multi-building phone systems and supported engineering team with SolidWorks.
- Led purchasing and inventory control; enforced OSHA safety standards.
- Managed scheduling and coordination of meetings for executive team.
- Maintained office supplies inventory and ordered replacements as needed.
- Drafted and edited internal communications and memos for clarity.
- Organized travel arrangements for staff, including lodging and transportation.
- Supported onboarding process for new employees, providing orientation materials.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Ensured efficient operation of office equipment such as printers, copiers and fax machines.
- Greeted visitors and provided general information about the company.
- Handled incoming calls and directed callers to appropriate department or employee.
Education
AAS - Health Information Management
Spokane Community College
Spokane, WASkills
- Medicare & Managed Care Plans (MAPD, DSNP, MMP)
- Member Advocacy & Engagement
- Health Insurance Navigation
- HIPAA Compliance
- Intake & Issue Resolution
- Communication & Relationship Building
- Claims & Pre-Authorization Support
- Data Entry & Record Management
- Team Collaboration
- Problem resolution
Timeline
Health Information Specialist I (Internship)
Kootenai Health
03.2022 - 06.2022
Member Customer Service Representative
Premera Blue Cross
01.2022 - 11.2024
Administrative Assistant
Aerocet, Inc.
10.2013 - 01.2018
AAS - Health Information Management
Spokane Community College