Cayla Brown
Louisville,KY
Summary
An organized and dependable candidate successful at managing multiple priorities with a positive attitude looking for a challenging position where I can showcase my skills and contribute to the growth of an organization.
Overview
9
9
years of professional experience
Work History
Correspondence Representative 2
Humana
03.2023 - Current
- Perform research, analysis, documentation, and interpretation for provider reimbursement programs.
- Update, maintain, and review fee scheduling and pricing structures.
- Ensure contracted rates and reimbursement policies are priced and applied accurately.
- Make reimbursement policy and process recommendations and ensure compliance with government regulations.
- Analyze provider reimbursement patterns and trends.
- Send out correspondence to providers as well as process claims in CAS.
Underwriter
AmeriSave Mortgage Corporation
04.2022 - 01.2023
- Gathered and verify documents in loan files such as credit reports, loan applications, title policies, and made sure financial statements were current and accurate.
- Served as a liaison for the underwriting team and loan officers.
- Reviewed all loan applications and disclosures for discrepancies and regulatory and compliance guidelines.
- Signed off on underwriting loan conditions according to underwriting guidelines.
- Prioritized tracked and managed the loan underwriting process in order to meet deadlines and ensure timely submission to the underwriting team.
- Reviewed loan conditions of completeness for underwriters and run AUS submissions as required by program.
- Performed automated loan processing through DU/LP findings.
- Completed research needed to create and clear underwriting conditions and issue clear-to-close for FNMA and FHLMC MHA loans
Quality Analyst
AmeriSave Mortgage Corporation
07.2020 - 04.2022
- Handled in excess of 140 calls each day.
- Suggested enhancements to optimize production workflows.
- Evaluated recorded customer service calls to ensure compliance with company policies, effective handling of customer inquiries, and adherence to quality standards.
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
Customer Service
AmeriSave Mortgage Corporation
10.2019 - 07.2020
- Gather information from customers regarding mortgages and goals
- Let customer know how we can help and give information on our current programs
- Ensure high-quality calls are directed to loan officers.
- Assisted clients in securing refinancing solutions for their properties.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Assessed and resolved customer service problems and executed solutions.
- Handled outbound and inbound calls.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Case Manager
McKesson
11.2018 - 09.2019
- Conducted high-volume outbound communications with insurance companies.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Completed patient BI viewed and verified patient drug coverage.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Assessed clients' suitability for key pharmaceutical treatments.
- Managed individual patient cases within specialty drug programs, coordinating care among patients, healthcare providers, insurance companies, and pharmacies to ensure medication adherence and patient support.
- Collected and Analyzed required data from insurance companies
Debt Collection Specialist
Diversified Consultants Inc.
04.2016 - 11.2018
- Regularly exceeded targeted sales goals each month.
- Logged details of financial situations and tracked collection efforts for accuracy.
- Consistently displayed an upbeat and driven attitude.
- Received payments and post amounts paid to customers' accounts.
- Handled outbound and inbound calls.
- Advised clients on best practices for managing their accounts receivable portfolio to minimize future delinquencies effectively.
- Evaluated debtor financial situations, offering customized payment plans based on individual circumstances, ultimately improving repayment rates.
- Expedited payment arrangements with debtors using persuasive techniques while treating them fairly and respectfully.
- Maintained accurate and up-to-date records in collection management systems, ensuring efficient tracking and reporting of account statuses.
- Updated customer accounts promptly during live interactions.
Education
Diploma -
Jefferson County High School
Louisville, KY05.2017
Skills
- Excellent communicating and listening skills
- Multi-tasking
- Medical Terminology Familiarity
- Efficient in Excel, PowerPoint, word, and SharePoint
- Analytical and critical thinking
- HIPPA Compliance Knowledge
- Documentation and reporting
- Decision-making
- Process improvements
- Data processing
- Research and analysis
Timeline
Correspondence Representative 2
Humana
03.2023 - Current
Underwriter
AmeriSave Mortgage Corporation
04.2022 - 01.2023
Quality Analyst
AmeriSave Mortgage Corporation
07.2020 - 04.2022
Customer Service
AmeriSave Mortgage Corporation
10.2019 - 07.2020
Case Manager
McKesson
11.2018 - 09.2019
Debt Collection Specialist
Diversified Consultants Inc.
04.2016 - 11.2018
Diploma -
Jefferson County High School
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