Candice Robinson
Hope Mills,NC
Summary
Experienced Project Manager specializing in healthcare claims support and patient-centered communication. Skilled in CRM systems and workflow optimization, leading to significant operational improvements. Focused on delivering high-quality outcomes through comprehensive team training and process enhancements. Detail-oriented professional adept at multitasking and achieving project objectives.
Overview
12
12
years of professional experience
Work History
Project Manager / Team Manager
Interapt
Hope Mills, NC
10.2023 - 06.2025
- Oversaw technical support and administrative teams supporting healthcare clients, focusing on EHR system usage and call resolution.
- Trained new hires on CRM systems, Epic workflows, and claims documentation practices.
- Managed escalated patient inquiries, coordinated team schedules, and ensured high-quality service delivery.
- Maintained delivery accuracy, routing requests effectively and tracking KPIs to drive improvements.
Supervisor in Training & Customer Service
Interapt
03.2020 - 06.2025
- Trained new employees on company policies and procedures to ensure compliance.
- Oversaw daily operations to enforce adherence to safety protocols and standards.
- Collaborated with management on process enhancements to streamline workflows.
- Assisted in scheduling shifts to optimize workforce efficiency and coverage.
- Developed and implemented process improvements that boosted operational efficiency and accuracy.
- Implemented innovative solutions to improve overall productivity levels within the organization.
- Conducted performance reviews for subordinate staff members.
Technical Support Specialist
ICANotes – Healthcare EHR Platform
Annapolis, MD
01.2019 - 02.2020
- Supported providers in configuring billing systems (AdvancedMD) and resolving access or configuration issues.
- Educated staff on software use, best practices for claims submission, and system troubleshooting.
Benefit Enrollment & Claims Specialist
Blue Cross Blue Shield of NC
Fayetteville, North Carolina
09.2017 - 05.2018
- Reviewed claims and verified documentation for Medicare/Medicaid and private plans.
- Assisted patients in understanding coverage and resolving disputes efficiently.
- Responsible for sending letters to patients when contact cannot be made.
- Coordinated care authorizations to ensure timely patient support.
- Resolved discrepancies in claims by collaborating with internal teams and external partners.
- Maintained comprehensive records of claims activities in management system.
- Documented all claim activities, including notes from conversations with claimants.
- Monitored policies, procedures, and insurance coverage eligibility systems.
- Responded promptly to inquiries from claimants regarding benefits and coverage.
- Consistently answers emails concerning patients’ needs in a timely manner.
Escalation Supervisor
Enterprise Holdings, Inc.
St Louis, Missouri
04.2013 - 01.2017
- Delivered high-quality customer service and administrative support in call center environment.
- Maintained accurate records and ensured timely follow-up on service requests.
- Managed escalation processes to resolve customer issues efficiently.
- Trained team members on best practices for handling escalated cases.
- Analyzed root causes of escalations to enhance service delivery.
- Reviewed escalated cases for compliance with company policies and time frames.
- Responded promptly to executive-level inquiries regarding complaints or requests.
- Reviewed call recordings from priority customers to identify issues and improve responses.
Education
Computer Support Specialist – Desktop Support Certificate -
Kentucky Industry Recognized Apprenticeship Program
05.2022
Bachelor of Science - Information Technology – Network Management
Colorado Technical University
08.2016
Bachelor of Arts - English Education
University College of Belize
01.2008
Skills
- Patient-centered communication
- Medical equipment management
- Healthcare claims support
- Documentation review and quality control
- Microsoft Office Suite proficiency
- CRM and call center platforms
- Workflow troubleshooting and escalation
- HIPAA compliance
- Effective communication
Accomplishments
- 2024 Mentorship Award Recipient
References
References available upon request.
Additional Highlights
- Versatile and results-driven professional with over 10 years of experience in administrative support, customer service, and team leadership. Proven track record of exceeding expectations across diverse roles by adapting quickly, driving performance, and delivering high-quality outcomes. Recognized as a reliable, resourceful, and valuable contributor to organizational success in fast-paced and dynamic environments.
- References available upon request or at time of interview
Timeline
Project Manager / Team Manager
Interapt
10.2023 - 06.2025
Supervisor in Training & Customer Service
Interapt
03.2020 - 06.2025
Technical Support Specialist
ICANotes – Healthcare EHR Platform
01.2019 - 02.2020
Benefit Enrollment & Claims Specialist
Blue Cross Blue Shield of NC
09.2017 - 05.2018
Escalation Supervisor
Enterprise Holdings, Inc.
04.2013 - 01.2017
Computer Support Specialist – Desktop Support Certificate -
Kentucky Industry Recognized Apprenticeship Program
Bachelor of Science - Information Technology – Network Management
Colorado Technical University
Bachelor of Arts - English Education
University College of Belize
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