Summary
Overview
Work History
Education
Skills
Timeline
Generic

CHRISTOPHER ROLLINS

Katy,TX

Summary

Dependable, self-motivated, bilingual professional with knowledge of health care management theories and practices with a focus in the area of managed care operations. Experienced negotiator in the areas of account analysis, account reconciliation, customer service, problem solving, claims adjudication, provider contracting, data analysis, sales, CMS guidance, grievance, and appeal.

Overview

10
10
years of professional experience

Work History

PAC DME Lead Administrator

Evicore
Bluffton, SC
10.2022 - 02.2024
  • Responded promptly to inquiries from existing or potential customers via phone, email or mail.
  • Developed and maintained positive relationships with referral sources, such as physicians, hospitals, nursing homes and other medical facilities.
  • Performed follow-up calls to ensure that customers are satisfied with their received equipment.
  • Maintained accurate records of order transactions and client information.
  • Processed paperwork related to insurance claims, warranties and other documentation.
  • Assisted patients in selecting the best equipment to meet their individual needs.
  • Assisted patients with repair or replacement of defective parts on durable medical equipment items when necessary.
  • Answered 40+ calls per shift to assist with customer questions and concerns.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Identified needs of customers promptly and efficiently.
  • Maintained updated knowledge through continuing education and advanced training.

CUSTOMER SERVICE LEAD REPRESENTATIVE (GRIEVANCES)

CIGNA (CONTRACTOR)
HOUSTON, TX
09.2021 - 09.2022
  • Conducted quality audits of grievances, appropriate sources of information; including eligibility, claims, authorizations, service forms, faxes, and any additional information required to complete all grievance investigations
  • Analyze errors and determine root causes for appropriate classification, trending, and remediation
  • Record/track quality assessment scores and provide feedback to reduce errors and improve processes and performance to ensure quality
  • Reviewed and investigate grievance request to ensure all requests are identified, classified, and fully resolved in a compliant manner
  • Present results of investigations to senior staff and prepare written reports concerning investigation activities
  • Subsequent auditing and handling of grievance requests including processing where applicable, tracking, documenting, reporting and dispersal of findings and recommendations
  • Identify defects and improve departmental performance by supporting quality, operational efficiency and production goals
  • Assist in the development of departmental policies and procedures; reviews the efficiency of existing training
  • Meet established time frames and rates of performance for the quality and quantity of work for the position
  • Participate in regulatory and mock audit activities including universe review, universe scrubbing, risk analysis, timeliness assessment, and case walkthrough activities.

Backroom Inventory Associate

TJ Maxx
Fulshear, TX
01.2019 - 04.2020
  • Enforced the on-time shipment of products to create exceptional customer experiences
  • Picked up incoming stock and delivered materials to designated locations
  • Divided cargo received by account Number and intended location
  • Coordinated warehouse organization and product placements
  • Unloaded pallets and deliveries and organized products.

Wireless Sales Consultant

Cellular Sales
San Antonio, TX
02.2018 - 01.2019
  • Motivated team members to meet and exceed sales targets
  • Maintained weekly sales tracking and leadership reports to support operational enhancement and implement corrective actions
  • Boosted team profits with efficient time and resource management focused on meeting and exceeding sales targets
  • Researched customer issues and determined which solutions would be the most effective
  • Troubleshot technical concerns regarding cell phone operations, applications and performance
  • Answered questions from customers regarding products and services both by telephone and store
  • Provided information about network policies, contract parameters and payment plans
  • Consulted with customers to assess desires and offered optimal products and services to meet individual needs.

Call Center Representative

Alorica
San Antonio, TX
11.2017 - 02.2018
  • Maintained accurate and current customer account data with manual forms processing and digital information updates
  • Conferred with customers about billing concerns and desires, quickly understanding issues and applying personal expertise and company practices to resolve problems and drive sales
  • Promoted customer loyalty by delivering exceptional service to handle questions, complaints and service issues
  • Contributed to company achieving and holding industry-leading customer service ratings
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of call.

Pool Table Technician

Galveston Billiards
Houston, TX
01.2016 - 06.2017
  • Responded to customer requests via telephone and email and effectively answered questions and inquiries
  • Completed over 50 jobs from start to finish, including disassembly, transport and reassembly of custom Billiard tables
  • Coordinated daily work strategies, following oral and written instructions to properly move and ship products
  • Used precision measuring instruments, templates, and fixtures to measure dimensions of finished work pieces
  • Operated wide variety of equipment including power saws, sanders, grinders, and basic hand tools
  • Ensured proper installations through accurate reading of blueprints.

Party Host

Main Event Entertainment
Katy, TX
09.2013 - 12.2015
  • Decorated and set tables in accordance with party themes and age groups
  • Supervised server balance and monitored table turnover to accurately seat customers and keep customers happy
  • Directed guests to correct areas for eating, dancing and other services
  • Planned parties according to customer specifications
  • Took reservations by phone and walk-in, keeping scheduling demands and kitchen output in time to avoid overbooking
  • Cultivated positive guest relations by managing information and orchestrating speedy seating
  • Fostered a positive work environment by consistently treating all employees and customers with respect and consideration
  • Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.

Education

DIPLOMA -

MORTON RANCH HIGH SCHOOL
01.2016

Some College (No Degree) - Business Management

Lone Star College System
Cypress

Skills

  • Clerical
  • Time Management
  • Project Management
  • Customer Focused
  • Active Learning
  • MS office proficient
  • Regulatory Compliance
  • Quality/Audit
  • Customer Call Center
  • Strong Team Player
  • Troubleshooting
  • Independent
  • Multitasker
  • Complex Problem Solving
  • Bilingual Fluency Spanish/English
  • Staff Management
  • Office Administration
  • Administrative Support
  • Reporting and Documentation

Timeline

PAC DME Lead Administrator

Evicore
10.2022 - 02.2024

CUSTOMER SERVICE LEAD REPRESENTATIVE (GRIEVANCES)

CIGNA (CONTRACTOR)
09.2021 - 09.2022

Backroom Inventory Associate

TJ Maxx
01.2019 - 04.2020

Wireless Sales Consultant

Cellular Sales
02.2018 - 01.2019

Call Center Representative

Alorica
11.2017 - 02.2018

Pool Table Technician

Galveston Billiards
01.2016 - 06.2017

Party Host

Main Event Entertainment
09.2013 - 12.2015

DIPLOMA -

MORTON RANCH HIGH SCHOOL

Some College (No Degree) - Business Management

Lone Star College System

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CHRISTOPHER ROLLINS