Cynthia Ellison

Manage customer service teams to enhance service delivery and operational efficiency.

• Resolve escalated customer complaints promptly and professionally, ensuring customer satisfaction.
• Monitor team performance metrics to ensure compliance with company standards and SLAs.
• Ensure team adherence to company policies through consistent performance monitoring.
• Analyze customer feedback to identify key areas for improvement in service quality.
• Conduct interviews for prospective employees, providing input on hiring decisions to HR.
• Participate on OVP engagement committee, collaborating with leaders to address updates and critical business changes.

• Self-managed work objectives daily involving compliance and audits.
• Performed daily audits on correspondence to ensure accuracy and verify all guideline criteria is met.
• Knowledge in Medicare and Commercial correspondence guidelines.
• Participated in Medicare audits and conference calls.
• Assisted in training of new Prior Authorization Technicians and Medicare compliance training.
• Created 2 process manuals to help technicians perform accurately in their daily duties.
• Handled escalated calls and issues.
• Provided coaching and assistance to technicians as Subject Matter Expert. Also monitored daily work queues.

• Handled 60+ daily calls to verify benefits, eligibility, and claim status, ensuring accurate information delivery.
• Delivered customer support to internal and external customers, addressing inquiries and resolving issues.
• Developed materials for team meetings to facilitate discussion and knowledge sharing.
• Data Entry.

• Managed over 50 incoming calls daily to verify benefits, eligibility and claim status.
• Processed and adjusted medical claims.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Managed employment operations by supervising 11 employees, overseeing payroll and scheduling.
• Established workflow processes and monitored daily productivity to enhance overall performance of personnel.
• Performed bookkeeping, sales, and collections to maintain financial accuracy.
• Notary Republic, inventory and repossessions.