Cassandra Ledoux

• Collaborated with cross-functional teams to resolve billing-related issues swiftly, minimizing negative impacts on overall operations.
• Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
• Improved billing accuracy by researching issues, conducting thorough audits, and identifying discrepancies in invoice data.
• Managed client relationships effectively, addressing concerns promptly and professionally to ensure continued business partnerships.
• Assisted in the implementation of new billing software platforms, contributing to seamless transitions while minimizing downtime or user errors during adoption periods.
• Consolidated and streamlined outdated SOPs into a comprehensive work-tool that is utilized for new hire training and day-to-day refreshers.
• Maintained up-to-date knowledge of industry and contract regulations, ensuring compliance in all aspects of the billing process.

• Strengthened customer relationships with proactive communication and timely resolution of queries or concerns.
• Assisted branch manager in meeting sales targets by executing various marketing strategies and initiatives.
• Collaborated with team members to achieve branch performance metrics, fostering a positive work environment.

Managed father's estate as executor. Performed various duties in that capacity, including serving as a property manager to facilitate extensive clean up and repairs to prepare for the sale of real estate assets.

• Monitored progress of programs, using and applying programming documents, program directives, funding documents and other program material.
• Served as SME for the program for all internal customers, including sales, call center, account managers, claims, legal.
• Trained all new team members and served as a mentor on all program components.
• Coordinated with internal teams to understand business needs and translate into written requirements and project scope for large scale automation efforts.
• Maintained manual components of the program in the interim while working with developer teams to create automated workflows and auto-adjudication logic to fully automate the claim process end to end.
• Implemented extensive automation efforts across various products, effectively eliminating the need for manual claim entry and processing by claim teams.
• Coordinated and performed UAT on all changes for the program.
• Worked with third party vendors on maintaining and improving program components, working within time and budget restrictions.
• Created and maintained marketing materials and procedure documentation for internal and external use by sales, operations, customer support and customers.
• Addressed and resolved technical, financial and operational concerns by researching issues and finding solutions, using available technology resources.
• Supported stakeholders with reporting, analysis and business presentations to update on project/program progress, highlight findings and recommend changes to meet unique needs of sales, marketing, product management and senior leadership.
• Implemented and led meetings, opening dialog with area managers to approve initiatives and working with various SMEs to implement changes.

• Supervised team of 20 Intake Specialists, driving productivity and reducing delays by effectively monitoring work queues and shifting team members between daily competing priorities.
• Created and managed daily schedule to ensure all queues maintained adequate coverage, accounting for vacancies and time off requests.
• Assisted the team with maintaining a day current standard, ensuring that all work was processed downstream within 24 hours of receipt.
• Researched and resolved escalations within the team and for other areas of the organization.
• Maintained optimal staffing levels by tracking vacancies and assisting with recruitment and interview processes to identify qualified candidates.
• Implemented new-hire program to onboard efficiently and share essential job information, such as company policies, office culture and job duties.
• Coordinated ongoing technical training and personal development classes for team members.
• Partnered with other teams to achieve compliance with organizational policies and foster innovation, serving as a SME and providing solutions based on available resources.
• Updated training processes by reviewing existing documentation, leveraging feedback from associates, and working with legal and compliance teams.
• Promoted employee buy-in of organizational objectives by conducting regular staff meetings for sharing upcoming initiates, discussing roadblocks and maintaining relationships within a mixed in-office and remote team.
• Evaluated and audited employee productivity, output, skills and knowledge regularly, training, and mentoring individuals with lagging skills.

• Performed wide-ranging administrative, leadership and service-related functions.
• Created and managed the daily schedule for a combined team of 20+ call center and intake representatives.
• Provided time off coverage for peers and leadership on a regular basis.
• Coordinated and lead training initiatives for new/existing team members within the call center and intake teams.
• Created and maintained policy and procedure documentation.
• Generated, posted and attached information to appropriate claim files.
• Managed incoming/outgoing calls related to claims, enrollment, policy, payment status, and general information across multiple products/levels of benefits while recording accurate messages within claim management systems.
• Served as a SME and consulted on special projects of varying degrees of complexity with other areas of the organization.
• Ordered office supplies and managed inventory for various departments.