Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Cherrie Stoos

Sioux Falls,SD

Summary

Accomplished Intake Care Lead Representative and Team Manager at Cigna and Midco Call Center, respectively, with a proven track record in enhancing operational efficiency and team performance. Knowledgeable in the healthcare industry and team management, adept at strategic direction and staff training. Worked to improve service delivery by implementing innovative processes and fostering a motivated work environment.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Intake Care Lead Representative

Cigna
06.2012 - Current
  • Support Coordination Of Care Auth department, taking lead on any COCs that need to be created, in requests or reports. Also, training others in the COC process and assisting in creating the COC SOP.
  • Vet cases for Pathwell inclusion in OnePA application. Provide feedback and training others on this process.
  • Location redirection savings calculation summaries, including peer reviews and assisting on SOP updating.
  • AIS research to collect alternate sites for patient infusion within their insurance network.
  • SME in oral med authorizations.
  • Facilitate team meetings to support team inclusion.
  • Consistently support Leadership and all Case Managers on any research, questions, COC creation, and miscellaneous tasks.
  • Collect arrange, and input information into database system.
  • Help meet changing demands by recommending improvements to business systems or procedures.
  • Updated job knowledge by participating in educational opportunities, reading professional publications, and maintaining personal networks.
  • Previous experience in other departments to include prescription entry and processing. Training development and execution. Lead in Insurance analysis, addressing escalated issues in a timely manner.

Team Manager

Midco Call Center |
01.2000 - 05.2012
  • Evaluate employee performance and coach team members, increasing quality of work and employee motivation.
  • Drive performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
  • Make necessary changes in staffing based on upcoming or current call traffic demands, anticipated events and ACD data to meet Call Center efficiency, abandon rate and answer time standards.
  • Conduct a Call Center team meeting each month in which any new information related to products, procedures, customer needs and company related issues, changes or actions are communicated.
  • Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. Provide continual evaluation of processes and procedures.
  • Provide statistical and performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill improvement.
  • Be available for employees that experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
  • Ensure employees have appropriate training and other resources to perform their jobs.
  • Respond to and resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level.
  • Address disciplinary and/or performance problems according to company policy. Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required.
  • Work as a member/leader of special or on-going projects that are important to area/process improvement.
  • Share continual responsibility for deciding how to manage the employees ensuring calls are handled efficiently and effectively.
  • Establish work procedures and processes that support company and departmental standards, procedures and strategic directives.

Education

High School Diploma -

Western Iowa Tech Community College
Sioux City, IA

Skills

    • Team Management
    • Task Delegation
    • Customer Support
    • Needs analysis
      • Strategic Direction
      • Healthcare industry expertise
      • Staff Training

Certification

  • Certified Pharmacy Technician - 2013 to Current

Timeline

Intake Care Lead Representative

Cigna
06.2012 - Current

Team Manager

Midco Call Center |
01.2000 - 05.2012

High School Diploma -

Western Iowa Tech Community College

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Cherrie Stoos