Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
References
Timeline
Generic

Collien Collins

St. Marys,GA

Summary

Compassionate Care Guide known for high productivity and efficient task completion. Skilled in member satisfaction, system navigation, and conflict resolution. Excel in communication, empathy, and problem-solving to enhance member experiences and outcomes.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Evernorth Carenav+ Care Guide

Cigna
St. Marys, GA
01.2024 - Current
  • Take calls from members regarding insurance program benefits.
  • Help members with rewards from programs.
  • Handle incoming chats regarding insurance program benefits.
  • Make outbound calls to members, prescribers, pharmacies, and other internal departments.
  • Participate in Webex chats by providing relevant information to colleagues.
  • Access multiple software programs for everyday use, such as Verint, eMOS, Outlook, and Excel.
  • Keep track of my own aux time and report to team leader daily.
  • Facilitate learning courses for colleagues, and participate in Q&A sessions with new hires.
  • Search for articles pertaining to members' questions or concerns.
  • Track and follow up on technical support tickets for ongoing issues.
  • Assist fellow colleagues with follow-up tasks.

Express Scripts Patient Care Advocate

Cigna
St. Marys, GA
08.2021 - 12.2024
  • Maintained current knowledge of relevant laws, regulations, policies, procedures, standards of practice related to patient advocacy.
  • Processed refills, renewals, and payments from callers.
  • Participated in quality improvement initiatives aimed at improving overall patient experience.
  • Utilized platform to search for knowledge to assist patients.
  • Developed strong and trusting rapport with patients to facilitate smooth, quality care.
  • Used Webex chat to encourage and promote positive quality improvements amongst the team.
  • Applied HIPAA privacy and security regulations while handling patient information.
  • Assisted new hires with questions once they went live on calls.
  • Addressed patient inquiries and concerns, resolving issues in a timely and empathetic manner.
  • Implemented patient satisfaction surveys to identify areas for improvement.
  • Assisted in facilitating new hire training.
  • Handled high volume of incoming calls, providing exceptional customer service to patients and families.

Customer Service Representative

FNB South
Folkston, GA
04.2019 - 08.2021
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Handled opening procedures for on-site business.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Open and closed customer accounts, including checking, savings, certificates of deposits, and IRAs.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Assisted customers with debit card disputes and ordering new cards.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Processed credit card applications and assisted customers with completing loan applications.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Handled large amounts of cash for ATM replenishments.
  • Developed strong customer relationships to encourage repeat business.

Education

Certificate of Completion - Frontline Leadership Management

University of Denver
Denver, CO
09-2024

High School Diploma -

Cahrlton County High School
Folkston
05-2002

Skills

  • Leadership with motivation and inspiration
  • Time Management
  • Engaging personality
  • Prioritizing
  • Participate in group settings with leadership
  • Navigational skills
  • Notice trends and provide information
  • Member Engagement
  • Good communication skills
  • Good at Research and Documentation
  • Flexible
  • Training and mentoring
  • Exceptional communication
  • Answering colleague or member questions
  • Decent with technology
  • Accountable
  • Very goal oriented
  • Organized

Accomplishments

  • Circle of Excellence, ESI, 2023
  • Circle of Excellence, Evernorth, 2024

Certification

  • Optimizing Self-Awareness Certificate
  • Project Manager Fundamentals Certificate
  • Communicating for Influence Certificate
  • Leading with Courage Certificate
  • Leading Difficult Conversations Certificate
  • Frontline Leadership Management Certificate of Completion

References

References available upon request.

Timeline

Evernorth Carenav+ Care Guide

Cigna
01.2024 - Current

Express Scripts Patient Care Advocate

Cigna
08.2021 - 12.2024

Customer Service Representative

FNB South
04.2019 - 08.2021

Certificate of Completion - Frontline Leadership Management

University of Denver

High School Diploma -

Cahrlton County High School

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Collien Collins