Cody Bonham
North Richland Hills,Tx
Summary
Experienced healthcare operations leader with a proven track record of success in customer service, claims management, and call center operations. Adept at managing large teams and optimizing processes to drive performance improvements. Utilizes data analytics and strategic workforce management to achieve operational excellence. Possesses a strong background in customer service operations, business analytics, training, and leadership development. Results-driven professional prepared for claims management roles, bringing in-depth experience in claims processing and risk evaluation. Noted for collaborative team leadership and achieving exceptional results under tight deadlines. Valued for precision in claims analysis and adaptability to changing industry standards. Results-driven claims management professional prepared for this role with a strong background in assessing and processing claims, resolving disputes, and ensuring compliance with regulations. Skilled in risk analysis, negotiation, and policy interpretation, with a proven track record of fostering team collaboration and adapting to changing needs. Known for reliability, effective communication, and focus on achieving optimal outcomes.
Overview
14
14
years of professional experience
Work History
Claims Manager
Evernorth Health Services
11.2024 - 02.2025
- Oversaw claims operations, ensuring efficiency and accuracy in processing
- Applied business and data analytics to improve workflows and performance
- Led operational improvements in contact center environments
New Hire/Early Life Senior Supervisor - US Commercial Medical
Cigna Healthcare
02.2024 - 11.2024
- Managed and developed new hire teams, overseeing training and performance
- Led workforce management initiatives using Verint and Tableau
- Provided strategic oversight in contact center operations and customer engagement
Service Operations Senior Supervisor - Medical Service Operations
Cigna Healthcare
06.2021 - 03.2024
- Supervised teams of 60-70 advocates, ensuring quality service delivery
- Led onboarding and training for new supervisors and staff
- Played a key role in restructuring the Facets Medical department for better operational support
- Managed RTSA program from pilot to launch, optimizing call center efficiency
Customer Service Supervisor - Dental
Cigna Healthcare
10.2017 - 06.2021
- Supervised and coached a team of 20+ call advocates to meet quality and performance metrics
- Created and managed the Open Call Champion Team to address complex customer issues
- Acted as the site Safety Lead, implementing best safety practices
- Managed high-profile accounts, including The World Bank Group, ensuring client satisfaction
Dental Service Coordinator - Client Implementation
Cigna Healthcare
07.2016 - 10.2017
- Managed a book of business supporting national accounts with claims and benefits resolution
- Developed benefit summaries for medical, dental, pharmacy, and vision services
Quality Review Audit Analyst
Cigna Healthcare
12.2013 - 07.2016
- Audited and provided feedback on call quality for offshore advocates
- Identified trends and collaborated on solutions to improve service performance
Customer Service Analyst - Dental
Cigna Healthcare
10.2010 - 12.2013
- Provided frontline customer support for dental benefit and claims inquiries
- Led the AT&T dental coverage team, ensuring high service levels
Education
University of Texas Dallas - Public Relations
The University of Texas At Dallas
Richardson, TX01.2006
High School Diploma -
Bonham High School
01.2004
Skills
- Call Center Operations
- Client Satisfaction Focus
- Provider Relationship Management
- Team Management
- Goal Setting and Evaluation
- Employee Onboarding
- Performance Coaching
- Tableau
- Data Analysis in Excel
- Data-Informed Strategy Development
- Proficient in Workforce Scheduling
- Organized Schedule Management
- Performance Optimization
- Evaluating Workflow Challenges
- Strategic Development
- Project Implementation
- Proficient in Microsoft Office Suite
- Expertise in OneView
- Medical Facets Expertise
- Experience with CRM Systems
- Claims analysis
- Claims investigation and research
- Policy interpretation
- Process Implementation
- Procedure implementation
Skills And Competencies
Call center management, Customer satisfaction, Provider relations, Team supervision, Performance management, Onboarding, Coaching, Tableau, Microsoft Excel, Data-driven decision-making, Verint Workforce Management, Scheduling, Optimization, Identifying inefficiencies, Strategic planning, Implementation, Microsoft Office Suite, OneView, Facets Medical, CRM software
Professional Development
- Virtual Engagement Team Member
- RTSA Program Development
- Health Policy & Medical Billing Expertise
Timeline
Claims Manager
Evernorth Health Services
11.2024 - 02.2025
New Hire/Early Life Senior Supervisor - US Commercial Medical
Cigna Healthcare
02.2024 - 11.2024
Service Operations Senior Supervisor - Medical Service Operations
Cigna Healthcare
06.2021 - 03.2024
Customer Service Supervisor - Dental
Cigna Healthcare
10.2017 - 06.2021
Dental Service Coordinator - Client Implementation
Cigna Healthcare
07.2016 - 10.2017
Quality Review Audit Analyst
Cigna Healthcare
12.2013 - 07.2016
Customer Service Analyst - Dental
Cigna Healthcare
10.2010 - 12.2013
University of Texas Dallas - Public Relations
The University of Texas At Dallas
High School Diploma -
Bonham High School
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