Charee Miller
Dallas,TX
Summary
Strategic and results-driven professional with a proven track record of leading and supporting teams in healthcare environments. Known for fostering collaboration, enhancing operational efficiency, and delivering exceptional service aligned with organizational values. Adept at motivating staff, driving process improvements, and navigating change with integrity and clarity. Passionate about empowering & developing team members to exceed performance benchmarks while upholding the quality care and member-focused core values of the organization.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Sr QTKM (Quality, Training & Knowledge Management) Coach
HCSC/BCBS
01.2024 - Current
- Conduct regular quality assessments, audits, and analyze data to identify trends and insights related to performance.
- Guide and mentor teams on quality standards, methodologies, and knowledge management best practices.
- Provide training and support to employees on the use of QTKM tools, best practices, and new technologies.
- Ensure adherence to relevant policies, regulations, and quality standards.
- Design and implement knowledge management frameworks, create and maintain knowledge repositories, and promote a culture of knowledge sharing and continuous learning.
- Analyze performance results, identify areas for improvement, and create action plans.
- Work collaboratively with cross-functional teams to Develop and implement strategies to improve the quality of services, or processes within the BCBS organization.
HEALTHCARE AVOCATE CONCEIRGE
HCSC/BCBS
07.2022 - 12.2023
- Providing concierge guidance and answering questions from members and providers for medical, behavioral health and prescription benefits and claims.
- Working knowledge of plan benefits and updates.
- Working knowledge of claim and prior authorization timeframes and processes.
- Assisting members in assessing tools, health partner options, and setting provider appts through their choice of communication whether it be phone, webchat, or written.
Senior Warranty Service Coordinator
FIRESTONE BUILDING PRODUCTS
04.2017 - 04.2021
- Completed Department Projects (as Required by Business and Other Departments).
- With in six-month time frame assisted with successfully getting 90% of our contractors to upgrade to a new more accurate invoicing system.
- Coordinate’s w/ contractors to resolve issues regarding Firestone roofs and products.
- Work closely with Firestone Building Products Investigators to resolve issues and protect FBP interest.
- Worked with investigators to develop a reporting system via Excel to pinpoint potential problems before issues escalate or the litigation department must get involved.
- Handled all Department accounts receivable/ accounts payable invoicing.
- Took over the SE Region in Warranty Services which had 72% of open service orders and 68% of it’s invoices were 60 - 90 day+ outstanding. Within 4 months I had closed out 94% of all open service orders and had outstanding invoices down to all invoices paid within a 30-day billing cycle.
- New Business Developments.
- Assisted my region with regaining our contractor’s confidence and continued success by partnering with them to make sure communications between us is simple and direct.
- Identify problems and provide clear recommendations to resolve issues that could potentially affect business.
- Helped implement a new procedure’s that helped contractors get paid in a timely manner while allowing us to better manage our respective regions.
Claims Analyst/Clerical Support
Acceptance Insurance Inc
04.2016 - 04.2017
- Administrative support for underwriting and claims department.
- Processed time sensitive correspondence for open claims.
- Completed all administrative tasks for office.
- Coordinated w/ mail room to process incoming mail and attorney correspondence.
Self-Pay CSR
Xtend Healthcare Hendersonville TN
05.2015 - 04.2016
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
Customer Service Representative
HSNI INC
10.2014 - 05.2015
- Conferred with customers by telephone or in person to provide information about products or services, took and entered orders, cancel accounts, or obtain details of complaints.
- Checked to ensure that appropriate changes were made to resolve customers' problems.
- Resolved customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Solicited sales of new or additional services or products.
Retail Pharmacy Help Desk/Customer Care Representative
CVS Caremark
09.2012 - 10.2014
- Kept records of customer interactions or transactions, recorded details of inquiries, complaints, or comments, as well as actions taken.
- Reviewed insurance policy terms to determine whether a loss is covered by insurance.
- Reviewed claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.
Education
High School Diploma -
Stratford
Nashville, TN05.1999
BFA - Interior Design
Watkins College of Art and Design
Nashville, TN08.2002
Associate's Degree - Entrepreneurship
Nashville State Community College
Nashville, TN01.2019
Associate of Arts - Business Administration And Management
Collin County Community College
Plano, TX09-2026
Skills
- Microsoft Outlook
- POS systems
- AS400
- Rumba
- SAP
- CRM
Certification
- Lean Six Sigma Yellow Belt Certification
Timeline
Sr QTKM (Quality, Training & Knowledge Management) Coach
HCSC/BCBS
01.2024 - Current
HEALTHCARE AVOCATE CONCEIRGE
HCSC/BCBS
07.2022 - 12.2023
Senior Warranty Service Coordinator
FIRESTONE BUILDING PRODUCTS
04.2017 - 04.2021
Claims Analyst/Clerical Support
Acceptance Insurance Inc
04.2016 - 04.2017
Self-Pay CSR
Xtend Healthcare Hendersonville TN
05.2015 - 04.2016
Customer Service Representative
HSNI INC
10.2014 - 05.2015
Retail Pharmacy Help Desk/Customer Care Representative
CVS Caremark
09.2012 - 10.2014
BFA - Interior Design
Watkins College of Art and Design
Associate's Degree - Entrepreneurship
Nashville State Community College
High School Diploma -
Stratford
Associate of Arts - Business Administration And Management
Collin County Community College
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