Claudia Morlan
Insurance Agent
Decatur,GA
Summary
Patient Relations Manager at CVS Healthcare with strong expertise in Salesforce administration and a history of improving patient satisfaction. Demonstrated ability to identify areas for enhancement, implementing targeted solutions that significantly elevate patient experiences. Known for high productivity and efficient task completion. Specialize in conflict resolution, patient advocacy, and healthcare policy enforcement. Excel in communication, empathy, and problem-solving to enhance patient satisfaction and care quality. Aim to leverage interpersonal skills to foster positive relationships between patients, families, and healthcare teams, to optimize service quality.
Overview
22
22
years of professional experience
Work History
Patient Relations Manager
CVS Healthcare/Oak Street Health
Atlanta
11.2022 - Current
- Utilized Salesforce to manage patient data and inquiries, resolving concerns efficiently.
- Assessed patient satisfaction through direct feedback sessions to identify improvement areas.
- Collaborated with clinical teams to address all patient needs promptly and professionally.
- Identified opportunities for enhancing patient experience and developed targeted solutions.
- Conducted regular staff meetings to review customer service challenges and successes.
- Communicated with patients compassionately while maintaining strict confidentiality of medical information.
- Worked with multi-disciplinary staff to enhance overall patient care and response times.
Senior Agency Manager
Allstate Insurance Company
Atlanta
01.2007 - 12.2021
- Educated customers on coverage options and policy details to enhance understanding.
- Maintained accurate client records within agency management systems for effective tracking.
- Resolved client inquiries promptly to improve service quality and build trust.
- Assisted public with financial services, offering access to diverse insurance products.
- Managed thousands of incoming and outgoing phone calls monthly with efficiency.
- Developed practices for engaging clients during various life-changing events.
- Hired and supervised interns, increasing customer base by 28% through strategic initiatives.
- Processed policy changes, renewals, cancellations, and claims accurately and timely.
Executive Assistant and Seasonal Project Manager
FiLink
Smyrna
02.2005 - 01.2007
- Managed executive schedules to enhance organizational efficiency.
- Coordinated travel arrangements, optimizing routes and accommodations for executives.
- Maintained confidential files and records with precision and accuracy.
- Streamlined office processes to improve workflow and operational efficiency.
- Monitored emails and provided timely responses to inquiries.
- Created and updated office procedures, manuals, and policies for improved operations.
- Prepared meeting agendas, materials, and follow-up documentation for effective communication.
- Organized client-focused sales luncheons and dinners to strengthen relationships.
Chiropractic Assistant
Westside Chiropractic
Marietta
08.2003 - 02.2005
- Greeted and welcomed patients with a warm and positive demeanor.
- Onboarded new patients while addressing billing inquiries promptly.
- Maintained accurate patient records and processed payments efficiently.
- Served as trusted keyholder for clinic operations.
- Assisted patients in scheduling appointments and managing treatment plans effectively.
- Prepared treatment rooms by sanitizing equipment and organizing supplies regularly.
- Supported chiropractors during patient assessments and treatment sessions.
- Communicated with insurance companies to verify coverage and facilitate billing procedures.
Education
Georgia Property & Casualty
RS Thomas Training Associates, Inc.
Atlanta, GA01-2008
Georgia Life & Health
XCEL Solutions
Skills
- Risk management and scheduling
- Salesforce administration
- Patient satisfaction assessment
- Confidentiality compliance
- Customer relationship management
- Client communication strategies
- Service quality enhancement
- Staff training programs
- Organizational efficiency
- Effective problem solving
- Attention to detail
- Compassionate communication
- Critical thinking skills
- Relationship building
- Effective communication skills
- Project management expertise
- Business development strategies
- Problem-solving proficiency
- Medicare compliance knowledge
- Continuous improvement initiatives
- Reliability and professionalism
- Process optimization techniques
- Patient education and counseling services
- Patient satisfaction metrics
- Time management skills
- Crisis management capabilities
- Self-motivation and organization skills
- Proficient in computer applications
Language Competence
Creole
Accomplishments
• Agency Awarded “Honor Ring” within 4 years under leadership.
• Received “Commitment to Excellence” Award from Allstate Corporate for Bundling Mastery and Sales Champion in 2020.
• Primarily and successfully led and maintained a mid-sized insurance agency for many years and named “Premier Service Agency” under leadership.
• Received “Commitment to Excellence” Award from Allstate Corporate for Bundling Mastery and Sales Champion in 2020.
• Primarily and successfully led and maintained a mid-sized insurance agency for many years and named “Premier Service Agency” under leadership.
Volunteer Experience
Youth mentor-Girls, Inc., Marietta, GA,
Designed activities for young children to reinforce positive learning and social development. Supported and empowered the youth.
Timeline
Patient Relations Manager
CVS Healthcare/Oak Street Health
11.2022 - Current
Senior Agency Manager
Allstate Insurance Company
01.2007 - 12.2021
Executive Assistant and Seasonal Project Manager
FiLink
02.2005 - 01.2007
Chiropractic Assistant
Westside Chiropractic
08.2003 - 02.2005
Georgia Property & Casualty
RS Thomas Training Associates, Inc.
Georgia Life & Health
XCEL Solutions