Work Preference
Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
CATANDRIA MURDOCK
Open To Work

CATANDRIA MURDOCK

Kannapolis,NC

Work Preference

Job Search Status

Open to work
Desired start date: Immediately

Desired Job Title

Customer Care Team ManagerPatient Scheduling CoordinatorPatient Services Representative /AR Interim Program Manager/AR Interim Leader/Special ProjectsBenefits Specialist

Work Type

Full TimePart TimeContract Work

Location Preference

HybridRemote
Location: Kannapolis, NCConcord, NC
Open to relocation: No

Salary Range

$50000/yr - $75000/yr

Important To Me

Work-life balanceCareer advancementFlexible work hoursCompany Culture401k matchHealthcare benefitsStock Options / Equity / Profit Sharing

Summary

Over 15 years of expertise in customer service management, human resources, and supervisory roles. Proven track record in recruiting, onboarding, and developing systems and resources. Adept at project management, client interactions, and team leadership. Recognized for coaching and training excellence, enhancing individual development through quality-focused initiatives.

Overview

21
21
years of professional experience

Work History

Private Caregiver

Private Individual
Kannapolis, North Carolina
05.2023 - Current
  • Developed personalized care plans based on individual client requirements.
  • Monitored client health status, promptly reporting changes to healthcare providers to ensure timely interventions.
  • Assisted clients with daily living activities and personal care needs.
  • Supervised medication administration and personal hygiene, ensuring clients' well-being and adherence to care plans.
  • Provided companionship and emotional support to enhance client well-being.
  • Maintained a safe and clean environment for clients and their families.
  • Coordinated transportation for clients to medical appointments and social activities, enhancing access to essential services and community engagement.

Customer Care Team Manager

Alight Solutions
Charlotte, NC
09.2022 - 04.2023
  • Managed 15 customer care associates provided continuous coaching and development aligned with the company goals.
  • Coached associates weekly to enhance performance and efficacy based on metrics and customer feedback.
  • Reviewed and evaluated associate calls, delivering targeted coaching and feedback to improve call performance.
  • Assessed monthly reports to identify strengths and weaknesses in individual and team performance.
  • Met monthly with Operations to assess training requirements.
  • Run weekly log in/log out reports for attendance to confirm and approve time sheets.

Patient Scheduling Coordinator

Atrium Healthcare
Concord, North Carolina
01.2022 - 08.2022
  • Coordinated patient appointments using scheduling software to enhance clinic operations.
  • Assisted patients with scheduling inquiries, delivering exceptional customer service.
  • Managed patient records to ensure accurate, timely information sharing.
  • Communicated with healthcare providers to confirm availability and appointment specifics.
  • Collaborated with team to streamline scheduling processes for improved workflow.
  • Resolved scheduling conflicts swiftly to minimize disruptions in patient care.
  • Maintained confidentiality of patient information in accordance with healthcare regulations.
  • Trained new staff on scheduling protocols and software to maintain consistency.

Patient Services Representative /AR Interim Program Manager/AR Interim Leader/Special Projects

Lash Group-AmerisourceBergen
Fort Mill, SC
04.2019 - 01.2022
  • Managed 75+ associates, delivering targeted coaching and development sessions to enhance team performance.
  • Lead daily meetings with AR Support Specialist and contingent workers.
  • Provided daily support and coach AR Support Specialist on feedback track input.
  • Conduct call audit review of associate(s), provide side-by-side coaching, and worked with Sr. Managers/Directors on trends and areas of improvement.
  • Coached and developed associates to enhance attention to detail in alignment with organizational policies and procedures.
  • Oversaw new hire onboarding, offboarding, and credentialing to align program standards with business and client needs.
  • Managed productivity and quality reports and data analytics for productivity and attendance.
  • Work closely with management to report any reimbursement trends/delays with billing denials, claim denials, pricing errors, and payments.
  • Supported management with special projects, resolutions, and escalations to drive operational efficiency.
  • Work with patients, providers and or internal shared services to ensure all necessary documentation is received and complete in accordance with program policy.
  • Collaborated with staffing vendors to gather and share feedback on contingent workers.
  • Effectively utilizes various means for collecting information using approved methods, which could include phone, fax, mail, and online methods.

Benefits Specialist

Isolved
Charlotte, North Carolina
10.2017 - 01.2019
  • Administered employee benefits programs, ensuring compliance with regulations.
  • Processed enrollment changes while maintaining accurate employee records.
  • Reviewed benefit plan summaries and communicated updates effectively to employees.
  • Supported open enrollment activities by preparing informative materials and addressing inquiries.

Senior Team Lead

Alight Solutions
Charlotte, NC
05.2007 - 09.2017
  • Managed 15-20 customer service representatives, delivering coaching and development to align performance with company goals.
  • Assessed performance and enhanced team engagement through targeted improvement initiatives.
  • Review quality reports and metrics to identify process and training improvements.
  • Prepare and review team schedules and quality action plan tools.
  • Create new hire orientation classes, build annual training modules, and prepare teaching plans.
  • Acclimate new hires to the business and conduct orientation courses.
  • Monitored and resolved customer escalations across multiple processes, including time and attendance and payroll, while providing online chat support.

Claims Processor

Cigna Corp.
Charlotte, NC
03.2005 - 05.2007
  • Review and process claims within performance guidelines of the department, including quality and timeliness.
  • Process and clear payments for pending claims.
  • Confirm patient insurance benefits and eligibility with physician offices and other related payers.
  • Delivered accurate policy provisions and addressed claims inquiries for customers, physicians, and third parties.
  • Maintained processes and policies while effectively responding to high volume billing inquiries via phone and email.
  • Managed incoming customer inquiries and concerns, ensuring complete and accurate responses.
  • Identify issues and propose potential improvements.
  • Work together with the team to develop best practices to ensure we are providing the best service and experience to all customers.
  • Resolved escalated issues, utilizing several systems including Proclaim, PMHS, ICARE and several backend systems.

Education

Bachelor of Science - Healthcare Administration

University of Phoenix
Charlotte, NC
07-2019

Skills

  • Talent acquisition and recruitment
  • Training and development
  • Quality assurance and detail orientation
  • Communication and relationship management
  • Workday and Taleo proficiency
  • Patient care assistance
  • Medication management
  • Health monitoring and assessment
  • Care plan development
  • Transportation coordination

Accomplishments

University of Phoenix, College of Health Professions, Upsilon Phi Delta Honor Society, 2019

Timeline

Private Caregiver

Private Individual
05.2023 - Current

Customer Care Team Manager

Alight Solutions
09.2022 - 04.2023

Patient Scheduling Coordinator

Atrium Healthcare
01.2022 - 08.2022

Patient Services Representative /AR Interim Program Manager/AR Interim Leader/Special Projects

Lash Group-AmerisourceBergen
04.2019 - 01.2022

Benefits Specialist

Isolved
10.2017 - 01.2019

Senior Team Lead

Alight Solutions
05.2007 - 09.2017

Claims Processor

Cigna Corp.
03.2005 - 05.2007

Bachelor of Science - Healthcare Administration

University of Phoenix

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