Corrine Moore
Stone Mountain
Summary
Authorized to work in the U.S. for any employer, offering a strong commitment to customer service in the healthcare sector. Proven experience as a customer service representative and receptionist, consistently achieving high standards in customer satisfaction and loyalty. Expertise in team collaboration, project management, and effective communication enhances adaptability to changing needs while reliably delivering results. Committed to fostering a positive work environment and prepared to make a significant impact in a dynamic setting.
Overview
12
12
years of professional experience
Work History
Customer Support Channel Coordinator Team Lead and Trainer
Elekta Care
09.2023 - Current
- Evaluate customer calls and transfer/dispatch appropriate Support personnel and or Clinical Applications Specialists to contact the customer by the appropriate product escalation process.
- Process and respond to all incoming inquiries via designated channels, e.g., email, telephone, customer portal.
- Recording all support activities in an appropriate call logging system and ensuring customer cases are managed efficiently and with minimum delay.
- Managing customer support inquiries through to closure and communicating directly with customers
- Escalating to management any technical issues that are likely to become significant.
- Maintain and follow Quality procedures as they pertain to Company policy.
- Assist Supervisor with the follow-up and settlement of customer inquiries and complaints to a resolution.
- Process all Elekta Care Community and LMS inquiries, Lantis Registration, and Data Dictionary Requests.
- Perform other related duties as assigned or requested.
- Providing backup telephone cover to support teams.
- Global Service Center Specialist
- Geo Blue – King of Prussia, PA
- November 2023 to September 2024
Client Experience Representative 1
Unum
11.2021 - 09.2023
- Engaged in education to continually retain deep/broad knowledge of voluntary benefits and group administration to respond to any type of inquiry leveraging a multitude of systems/workflows.
- Provided mentor/coaching/training support to team members and other partner areas.
- Made discretionary/exception decisions based on record, case, and circumstance.
- Advocated for the adoption of digital tools (My Unum, Colonial Life for Clients Portal) for clients, agents and brokers through education and sharing the value to improve adoption, utilization, and overall customer satisfaction.
- Developed, strengthened, and built deep relationships with plan administrators, brokers, home, and field office partners while exemplifying a high degree of professionalism.
- Serve as a dedicated resource to provide service support for select brokers, agents, and plan administrator partners.
- Help identify and support change initiatives to improve workflow, enhance customer service and reduce operating costs.
- Performed other duties as assigned including special projects/initiatives.
- Resolving claims inquiries
- Providing explanation of policies and benefits
- Trouble shooting customer website issues.
Customer Support Channel Coordinator Team Lead and Trainer
Elekta Care
06.2016 - 11.2022
- Evaluate customer calls and transfer/dispatch appropriate Support personnel and or Clinical Applications Specialists to contact the customer by the appropriate product escalation process.
- Process and respond to all incoming inquiries via designated channels, e.g., email, telephone, customer portal.
- Recording all support activities in an appropriate call logging system and ensuring customer cases are managed efficiently and with minimum delay.
- Managing customer support inquiries through to closure and communicating directly with customers
- Escalating to management any technical issues that are likely to become significant.
- Maintain and follow Quality procedures as they pertain to Company policy.
- Assist Supervisor with the follow-up and settlement of customer inquiries and complaints to a resolution.
- Process all Elekta Care Community and LMS inquiries, Lantis Registration, and Data Dictionary Requests.
- Perform other related duties as assigned or requested.
- Providing backup telephone cover to support teams.
- (Contract Position)
Clinical Call Back Specialist, Team Mentor
Altegra Health
02.2016 - 05.2016
- Assist with annual HEDIS audit for multiple insurance plans.
- Work special projects per supervisor.
- Assist with training of fellow teammates for different processes, procedures, and call expectations.
- Schedule chart retrieval for the annual HEDIS audit.
- Contact providers regarding missing chart documents.
- Assist with Fax, mail, and document management.
- (Contract Position)
Customer Care Specialist
Delta Dental
12.2015 - 02.2016
- Respond to complex telephone, electronic, and written inquiries from dental and vision professionals, groups, subscribers, and brokers.
- Communicate eligibility, benefits, claims status, policies, and procedures.
- Document each customer encounter or resolution inappropriate computer tracking system.
- Identify and reports system discrepancies.
- Accurately complete contact service forms and routes to the appropriate department.
- Utilize contact tracking functionality to follow up on open calls to ensure a resolution is achieved within agreed-upon standards.
- Meet and maintain metric standards.
- Participated in training programs, as designated.
- (Contract Position)
Customer Care Specialist
Peach State Health Plan
01.2015 - 06.2015
- Maintain a current understanding of CDC-Info procedures to provide knowledgeable responses to incoming telephone inquiries in a courteous, timely, and professional manner.
- Adhere to the Privacy Act as it relates to the confidentiality of information released.
- Respond to telephone inquiries within the set departmental staffing and time parameters.
- Maintain appropriate documentation of phone inquiries.
- Preserve up-to-date knowledge of CDC-Info regulations and policies as they apply.
- Utilize databases and written materials to look up and provide information for telephone inquiries.
- Continually look for and suggest process improvements, which will benefit Maximus, CDC, and the public (inquirers).
- Assist with on-the-job training for new and temporary employees as requested.
- Report problems that occur and assist with the resolution.
- (Contract Position)
Patient Education Coordinator
Blue Cross Blue Shield Medicaid
11.2013 - 12.2014
- Reaching out to members to ensure they obtain the highest level of healthcare offered through their plan.
- Outbound follow-up calls to members regarding their preventive care services.
- Scheduling preventive care and health maintenance appointments for members.
- Assist the claims department with updating members' account information.
- Updating members on current incentive programs and resources available in addition to their current medical plan benefits.
- (Contract Position)
Education
Certification - IT Support
Coursera
Stone Mountain, GA11.2020
Diploma/Certificate - undefined
Everest College
Merrionette Park, IL07.2009
Skills
- Customer Satisfaction Enhancement
- Team Building & Training
- Complaint De escalation & Résolution
- Document Management
- Medical Terminology
- Insurance Verification
- Accounts Receivable
- Multitasking and organization
- Customer service
- Data entry
- Scheduling and calendar management
- Process improvement
Timeline
Customer Support Channel Coordinator Team Lead and Trainer
Elekta Care
09.2023 - Current
Client Experience Representative 1
Unum
11.2021 - 09.2023
Customer Support Channel Coordinator Team Lead and Trainer
Elekta Care
06.2016 - 11.2022
Clinical Call Back Specialist, Team Mentor
Altegra Health
02.2016 - 05.2016
Customer Care Specialist
Delta Dental
12.2015 - 02.2016
Customer Care Specialist
Peach State Health Plan
01.2015 - 06.2015
Patient Education Coordinator
Blue Cross Blue Shield Medicaid
11.2013 - 12.2014
Diploma/Certificate - undefined
Everest College
Certification - IT Support
Coursera
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