Cassidy Foster
Killeen,TX
Summary
Dynamic and skilled professional with a strong ambition and a go-getter attitude. Demonstrating self-starting qualities developed over 14 years of caring for military children, adaptable and eager to learn new trades. Possessing creative expertise in activity coordination from a role as an inventory parts specialist, dedicated and experienced in the medical claims and patient relations sector. Known for reliability in adhering to schedules and providing structure to supervised groups, excels at managing expectations while fostering innovation. Committed to promoting positive behavior, willingly volunteers to provide clear guidelines and ensure everyone feels welcome, recognizing that the strength of a team lies in its members.
Overview
5
5
years of professional experience
Work History
Caregiver Health Services
Providence Health Services/ R1 RCM Revenue Cycle
10.2023 - Current
- Provided clinical health services to caregivers through telephonic and virtual methods.
- Ensure compliance while directing customers in accordance with set guidelines.
- Ensured effective inquiry management in compliance with Service Level Agreements.
- Providence caregivers are not simply valued - they're invaluable
- Handled essential inter-office communications to address patient and insurance company needs.
- Provided detailed instructions on billing and claims processes.
- Trained caregivers in managing payment plans and processing customer payments.
- This is a billing office role with administrative duties, empathy is needed for inbound patient contact, as well as a fast-paced answer and wrap up for FCR
- Conveyed policies, procedures, and services of the Plan to Members and Providers to ensure full understanding.
- Facilitated member access to the Plan system.
- Adheres to call handling goals of 80% of calls answered within 30 seconds
- Helps and adheres to call abandonment rate of less than five percent (5%) with average hold time not to exceed 2 minutes based on regulatory requirements
- Meets monthly quality goal of ninety-two percent (92%) or greater based on two percent (2%) of calls monitored
- Helps and meets schedule adherence goals based on department policy successful completion of proficiency
- Central point of contact addressing benefits, claim statuses, and routine drug questions related to Personal Plans utilizing expertise in various other products per first contact resolution parameters.
- Verifies demographic information on all inquiries and updates the Plan system
- Helps Members with concerns and effectively works toward a resolution before the concern escalates to a complaint
- Accesses appropriate sources to obtain benefit information requested by Member and Providers
- Acts as liaison between Members, Providers, and billing offices, with follow through to resolve issues
- Documented phone log records for each inquiry ensuring compliance with department standards.
Delivery Driver
Uber
10.2019 - 01.2024
- Favor delivery driver/ Uber eats and Uber driver
- Used GPS system to deliver food and collect people for rides
- Quick and Efficient 5.00 star rating
- Under 5% cancellations/ Unable to locate/ Return to store
- Squeaky clean driving record
Team manager/ Supervisor
Movate LLC
08.2022 - 08.2023
- Led and coordinated efforts of an 8-person team.
- Assessed warranty claims collaborating with BBB and Attorney Generals.
- Outbound calls and customer management
- Coordinated large case load of up to 105 cases at once, meeting a resolution metric of 14 days.
- Collaborated with dealership service departments.
- Detail oriented
- Subject matter expert overseeing complex customer service issues within CSS department tier 3.
- Evaluated case by case status for buyback potential
- Committed to service level daily
- Skilled in using Microsoft Office 365.
- Maintained high standards of conduct and professionalism.
FedEx Domestic Trace
GC Services
04.2022 - 08.2022
- Tracked delivery coordinates.
- Obtained information on stalled packages through direct calls to stations.
- Utilized picture database to successfully find lost items.
- Eops (station scanning program), Cebs (package information and case database), 1source (FedEx tracking system)
- Managed inquiries through live chat platform for Shippers.
- Cons report (locating packages on containers), Flight aware (tracked flights that packages were on)
- Skilled in Microsoft Office applications such as Word, Excel, and Outlook.
- Provided updates by making outbound calls to both customers and shippers.
- Oversaw large caseloads that were significantly behind schedule, contributing to timely completion.
Emergency Dispatch
Southern California Edison
04.2022 - 05.2022
- Handled safety calls and emergencies dispatched to the area.
- Provided updates to customers regarding both planned and unplanned outages.
- Conducted account maintenance.
- Coordinated emergency responses for fires in South Cal area amid project closure.
Bank of America Prepaid Fraud/Risk analyst
Teletech communications
10.2019 - 11.2021
- Managed prepaid cardholder accounts.
- Resolved customer account issues via chat.
- Removed holds and blocks from accounts
- Assessed and verified high-risk callers to support departmental safety protocols.
- Coordinated bank referrals.
- Monitored patterns in fraudulent activities.
- Managed detection efforts of potential high-risk fraud cases in workman's compensation.
- Executed a detailed 8-step verification process via phone calls to protect California's funds from theft.
South Carolina DHEC COVID-19
Teletech communications
01.2021 - 06.2021
- Implemented new line of business for South Carolina, previously unassociated with call centers.
- Coordinated efforts to ensure COVID-19 vaccination for senior citizens in South Carolina.
- Utilized GPS to identify nearby vaccine appointment availability.
- Updated records to ensure residents received the second vaccine dose effectively.
Pharmacy Service Representative
Optum home delivery pharmacy
10.2019 - 01.2021
- Facilitated high-quality support for members requesting prescription refills.
- Aided in the search for lost medication shipments.
- Liaised with healthcare providers regarding prescription renewals.
- Processed insurance authorizations.
- Demonstrated expertise in HIPAA regulations via comprehensive training and evaluation.
Child Youth Program Assistant (CYPA)
Department of Defense
02.2020 - 08.2020
- As a CYPA we are teachers to our military's youth
- Provided learning environment
- Fun and outdoor play
- Family style dining
- Worked with children with disabilities at this center
- Making lesson plans
- Infant-school age
- Kept record keeping of room supplies and paperwork
- Followed SOP's
American Express Travel Sales/Servicing Agent
Teleperformance
01.2020 - 07.2020
- Guided users through the process of making travel bookings.
- Became key team member during COVID-19 to assist stranded travelers.
- Coordinated with airlines to ensure timely cancellation management and refund processes.
- Coordinated travel logistics involving flights, lodging, and vehicle rentals.
- Adjusted flight times, hotel reservations/cancellations, car rental cancellations
- Implemented digital solutions to manage travel arrangements.
Education
GED -
Central Texas College
Killeen, TX10.2005
Skills
- HIPAA certified
- Medical administration
- Automotive industry administration
- Inventory management
- Insurance claim knowledge
- Excellent phone skills
- Strong customer service skills
- Self-motivating
- Task management
- Microsoft Office
- Supervisory experience
- Management experience
- Activities planning
- Social integration
- Floor walker
- Subject matter expert
- Delegation
- Mitigation
- De-escalation
Timeline
Caregiver Health Services
Providence Health Services/ R1 RCM Revenue Cycle
10.2023 - Current
Team manager/ Supervisor
Movate LLC
08.2022 - 08.2023
FedEx Domestic Trace
GC Services
04.2022 - 08.2022
Emergency Dispatch
Southern California Edison
04.2022 - 05.2022
South Carolina DHEC COVID-19
Teletech communications
01.2021 - 06.2021
Child Youth Program Assistant (CYPA)
Department of Defense
02.2020 - 08.2020
American Express Travel Sales/Servicing Agent
Teleperformance
01.2020 - 07.2020
Delivery Driver
Uber
10.2019 - 01.2024
Bank of America Prepaid Fraud/Risk analyst
Teletech communications
10.2019 - 11.2021
Pharmacy Service Representative
Optum home delivery pharmacy
10.2019 - 01.2021
GED -
Central Texas College