Christine Grenier
Redlands,CA
Summary
Results oriented customer service specialist with over 20+ years of demonstrated success in achieving superior quality assurance and customer satisfaction. Highly effective in partnering with other department groups to develop and implement new programs/ procedures to enhance performance and workflow efficiencies. Recognized as a department leader who leads by example and inspires peers to reach peak performance. Strong communication and multi-tasking skills with the ability to work well under pressure. Skilled in identifying problems and resolving complex issues.
Overview
22
22
years of professional experience
Work History
Member Service Representative
Kaiser Permanente
05.2014 - Current
- Increase customer satisfaction and retention by providing members, customers, patients, and providers with accurate, consistent, timely, and meaningful information
- Build rapport and collaborative relationships with current and prospective members in accordance with compliance guidelines
- Be available to handle member inquiries
- Represent Health Plan by answering and documenting all incoming contacts to determine their nature, and respond to complex calls related to specialized product lines or ques
- Respond with empathy to complaints and concerns from members concerning health plan benefits, account status, payment history, and medical services
- Initiate contact with the appropriate health plan, medical group and facility personnel to obtain information relevant to the concern or inquiry as needed
- Evaluate data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery
- Document according to procedure
- Assist department in reaching call handling goals, first contact resolution goals, complaint resolution compliance, member retention and making return contact as warranted
- Complete required training (including, but not limited to, annual certifications) and understand how to use tools available to recall necessary information
- Effectively diffuse anger, tension, and hostility, within regulatory guidelines, of members expressing concerns about KP
Patient Service Lead
Preferred Homecare - Lifecare Solutions
02.2014 - 05.2014
- Company Overview: https://www.indeed.com/cmp/Preferred-Homecare?campaignid=2pane-name&from=2pane&fromjk=8150070139e837c4&jcid=ee213e90158419db
- Process all patient orders accurately, thoroughly and in a time-sensitive manner
- Communicate in a timely manner to all stakeholders
- As a Patient Service Specialist, I am the voice of the organization and the primary resource for patients and physicians to obtain information and answers to questions
- Proficient in and performs all Patient Service Associate and Specialist core responsibilities
- Responds to telephone inquiries and orders from patients and referral sources
- May assist walk-in patients with the selection of equipment, supplies, and services
- Determines resolution of patient and referral inquiries, questions, or concerns
- Identifies concerns and ensures they are recorded in Concern Tracker system when appropriate
- Completes electronic intake process in billing system, performs verification of insurance, and reviews all documentation for accuracy and to qualify patient for services
- Contacts patients to inform them of any patient payment requirements, collects payment, and determines best delivery method and provides instructions for receiving delivery
- Understands and abides by Accreditation Commission for Health CarACHC) requirements
- May need to understand and interpret Medicare guidelines and qualifying documentation
- Thoroughly understands payer and utilization guidelines
- May process insurance authorization and follow up on requests as needed
- Establishes positive relationships with referral sources and builds rapport with internal and external customers
- May be required to perform quality assurance process confirming accuracy of orders prior to submission for reimbursement
- Understands C-PAP compliance guidelines as required by assignment or has obtained knowledge of rehab specialty equipment and coverage criteria
- Consistently meets Quality Assurance score of 85% or above
- Responsible to provide coverage in all areas of assigned department as needed
- Sets the working example for other Patient Service employees in business acumen and knowledge
- Responsible for completing departmental projects as assigned
- Responsible for peer to peer coaching as needed
- Performs other duties as assigned
- Https://www.indeed.com/cmp/Preferred-Homecare?campaignid=2pane-name&from=2pane&fromjk=8150070139e837c4&jcid=ee213e90158419db
Senior Loan Processor
JPMorgan Chase
05.2010 - 02.2014
- Communicated on a daily basis with Mortgage Advisors, Title Companies and third party vendors providing counsel, advice and recommendations of loan status and requested required information
- Successfully reviewed loan documentation for accuracy and proactively resolved complex customer issues to consistently meet 100% in compliance
- Coordinate conference calls with Mortgage Advisors
- Responsible for reviewing and filing incoming mail, send outgoing mail to clients and request checks for third party vendors
- Handles and maintains confidential information, documents and reports
- Prepare and sort daily reports for management and distribute to peers with process and procedure to complete
- Ranked #1 (out of 38) in the department setting new record closing 28 loans vs
- Goal of 14 achieving 200% of plan
- Personally selected by senior management to represent the Irvine site to participate in the Centralized Insurance Team Project
- Designed and implemented a new website for loans submitted for flood insurance which minimized costs to the bank and was consequently rolled out across the country
- Coached, mentored and conducted side-by-side training sessions with underperforming peers
- Improved quality scores from 90% to 98% within 30 days resulting in a 108% improvement
- Served on a special EC Project that improved efficiencies between the Processors and the Title Company by decreasing the number of emails and correspondence
- Project was so successful; it was rolled out across the company
- Consistently maintained 98% QA scores on all files reviewed
- Demonstrated thorough knowledge of investor lending requirements, lending policies, guidelines and systems in order to ensure timely and accurate loan processing
- Exercised judgment within guidelines to meet client needs
Customer Assistant Specialist/Relationship Manager
JPMorgan Chase
05.2010 - 10.2013
- Successfully communicated (inbound/ outbound calls) available options to borrowers to resolve delinquency or immediate default
- Prepared files for underwriting and informed borrowers of any additional documentation needed for processing
- Consistently ranked #1 (out of 40) in overall balanced scorecard for quality and production
- Achieved 142% of goal processing 20+ loans per month vs
- Goal of 14
- Department leader; received 2 'Employee of the Month Awards' for top performance and customer satisfaction
- Selected by management to train, coach and develop peers to improve performance
- Worked closely with the training department to improve workflow processes and product knowledge
- Ranked #1 in achieving the highest training scores during transition from Customer Assistant Specialist to Senior Loan Processor
- Achieved 100% quality scores every month providing exceptional customer service
- Successfully ensured that wrap time was to a minimum maintaining excellent service levels
- Effectively prioritized workload daily
- Proactively remained knowledgeable of borrower’s hardship and communicated ongoing file status and final decision to borrowers in a timely manner
- Collected bank statements, stocks and bonds for asset qualifications and completed income calculations for possible approval or denial on loan modifications
Collector II
Wells Fargo Home Mortgage
11.2007 - 05.2010
- Maintained a high level of customer service throughout every call
- Proactively evaluated each borrowers unique financial situation and customized solutions with recommended options
- Worked with borrowers in calculating their total income, all debts and any other finances
- Set borrowers up on repayment plans, special forbearances and loan modifications that were affordable and suitable for each individual
- Monitored wrap time, workload and overall call efficiency, which increased customer satisfaction resulting in 100% quality scores
- Successfully handled the dialer switchboard and achieved superior service levels
- Viewed as a 'Go-To' person and subject matter expert in the department
- Conducted side-by-side coaching for peers and handled escalation calls
- Responsible for answering inbound and outbound calls from Wells Fargo Home Mortgage customers in regards to their home mortgage accounts
Escrow Advisor
Financial Title & Escrow
08.2005 - 09.2007
- Welcomed clients, answered multiple phone lines, prepared reports and completed various data entry tasks
- Provided exceptional customer service to clients and handled borrowers questions or concerns
- Reviewed title policies for any mortgages and liens on the property
- Ordered demands from mortgage companies and lien holders
- Reviewed final loans documents received from Lenders and Brokers to make sure documents were accurate before contacting client for loan signing
- Packaged documents and sent back to Lenders and Brokers after signed
- Remained in constant communication with Lenders, Brokers and borrowers throughout the close of escrow
- Closed and balanced out file
Processor, Underwriting, Doc Drawer, Funder
Countrywide Home Loans
08.2003 - 07.2005
- Assisted customers with issues and concerns throughout the entire process of their mortgage loan
- Welcomed clients and answered multiple phone lines preparing reports and data entry
- Sent upfront disclosures out to clients requesting all documentation necessary to process loan
- Reviewed documentation once received back from clients to approve or decline the loan
- Ordered estimated and final HUD-1 from Escrow Company
- Drawed final loan documents and set up signing with notary
- Remained in constant communication with clients, escrow and loan officers throughout the process of the loan closing
- Audited final loan documents, sent wire to title and shipped original file to post closing
Education
High School -
Valley View High School
Moreno Valley, CASkills
- Team Leadership
- Senior Leader
- Interpersonal Communication
- Collaboration
- Liaison
- Motivational
- Influential
- Strategic Problem Solving
- Organizational Skills
- Administration
- Process Improvement
- Proficient with Word
- Proficient with Excel
- Proficient with Windows
- Proficient with Outlook
- Proficient with Impact
- Proficient with MSP
- Proficient with Lender Live
- Proficient with APEX
- Proficient with Default Work Station
Timeline
Member Service Representative
Kaiser Permanente
05.2014 - Current
Patient Service Lead
Preferred Homecare - Lifecare Solutions
02.2014 - 05.2014
Senior Loan Processor
JPMorgan Chase
05.2010 - 02.2014
Customer Assistant Specialist/Relationship Manager
JPMorgan Chase
05.2010 - 10.2013
Collector II
Wells Fargo Home Mortgage
11.2007 - 05.2010
Escrow Advisor
Financial Title & Escrow
08.2005 - 09.2007
Processor, Underwriting, Doc Drawer, Funder
Countrywide Home Loans
08.2003 - 07.2005
High School -
Valley View High School