Carisha Young
Coushatta
Summary
Healthcare advocate with extensive experience in enhancing client satisfaction and retention through innovative problem-solving and effective communication. Demonstrates expertise in team leadership, data analysis, and conflict resolution, driving improved service quality and team efficiency. Committed to fostering a collaborative environment and leveraging CRM systems to streamline processes, ensuring informed decision-making and optimal care outcomes.
Overview
13
13
years of professional experience
Work History
Patient Care Advocate
Trubridge
03.2025 - Current
Healthcare Advocate
Humana
01.2024 - Current
- Healthcare advocate with extensive experience in enhancing client satisfaction and retention through innovative problem-solving and effective communication
- Demonstrates expertise in team leadership, data analysis, and conflict resolution, driving improved service quality and team efficiency
- Committed to fostering a collaborative environment and leveraging CRM systems to streamline processes, ensuring informed decision-making and optimal care outcomes
- Advocate for patients, navigating complex healthcare systems to ensure optimal care outcomes and enhance overall well-being
- Analyse healthcare policies and insurance plans, providing clear explanations to patients and facilitating informed decision-making
- Drive patient satisfaction through personalised support, resulting in improved health outcomes and increased loyalty to Humana services
- Partner with healthcare providers and insurance specialists to resolve complex cases, ensuring comprehensive patient care
- Develop creative solutions to streamline processes, enhancing efficiency in patient care coordination and support services
- Process medical payments and claims accurately
- Document interactions in CRM, improving response times and service delivery
- Resolved customer issues, reducing handling time by 18% for improved team efficiency
- Achieved 92% customer satisfaction through effective communication and support
- Mentored new team members, enhancing skills and boosting team performance
- Analyzed feedback to refine service protocols and boost customer retention
- Streamlined processes, cutting handling time while maintaining high satisfaction
- Partnered with cross-functional teams to optimise customer service processes, boosting efficiency while upholding high satisfaction levels
- Pioneered feedback analysis techniques to identify service gaps, implementing targeted solutions that bolstered customer loyalty
- Leveraged data-driven insights to optimise service delivery, resulting in measurable improvements in customer satisfaction metrics
Customer Service Specialist
Teleperformance
01.2019 - 01.2023
- Address customer inquiries, enhancing satisfaction and retention
- Manage high call volumes, improving response times
- Document interactions in CRM for accurate service delivery
- Identify recurring issues, implementing effective solutions
- Collaborate with team to streamline processes, boosting productivity
- Provide empathetic support to customers, resolving complex healthcare inquiries and advocating for their needs, resulting in improved satisfaction and loyalty
Juvenile Correctional Officer
Ware Youth Detention Center
01.2016 - 01.2019
- Supervised juvenile detainees, ensuring safety and compliance with regulations
- Implemented behavior management strategies, reducing incidents
- Trained in crisis intervention, enhancing team response effectiveness
- Collaborated with staff to develop rehabilitation programs, fostering positive outcomes
- Maintained detailed records, contributing to improved operational efficiency
Assistant Manager
Family Dollar
01.2012 - 01.2016
- Managed daily operations, enhancing team efficiency and customer satisfaction
- Conducted inventory audits, reducing discrepancies and optimizing stock levels
- Trained staff in customer service, fostering a collaborative environment
- Resolved customer complaints swiftly, enhancing store reputation and loyalty
- Implemented cost-saving measures, achieving measurable financial improvements
Education
Small business management
LSU
01.2022
Accounting Fundamentals for small business
LSU
01.2022
Budgeting and Financial for small business
LSU
01.2022
Diploma -
North Texas Christian Academy
Fort Worth, Texas01.2007
Skills
- Problem solving
- Data analysis
- Typing
- Customer engagement
- Inventory management
- Team leadership
- Conflict resolution
- Training development
- Quality assurance
- CRM systems
- Strategic planning
- Process optimization
- Customer retention
- Project management
- Time management
- Healthcare knowledge
- Empathy
- Communication strategies
- Creative thinking
- Customer advocacy
- Customer support
- Service improvement
- Patient advocacy
- Client relations
- Empathetic listening
- Health policy analysis
- Data entry
- Crisis management
- Health education
- Negotiation strategies
- Conflict management
- Emotional intelligence
- Patient engagement
- Healthcare compliance
- Empathetic communication
- Active listening
- Decision making
Timeline
Patient Care Advocate
Trubridge
03.2025 - Current
Healthcare Advocate
Humana
01.2024 - Current
Customer Service Specialist
Teleperformance
01.2019 - 01.2023
Juvenile Correctional Officer
Ware Youth Detention Center
01.2016 - 01.2019
Assistant Manager
Family Dollar
01.2012 - 01.2016
Small business management
LSU
Accounting Fundamentals for small business
LSU
Budgeting and Financial for small business
LSU
Diploma -
North Texas Christian Academy
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