Cynthia Schroeder
Nottingham,MD
Summary
Innovative Technical Training Senior Analyst with a strong history of creating compelling training content and boosting team effectiveness. Skilled in quality assurance and effective communication, I excel in managing training projects and fostering collaboration to drive results. Committed to continuous improvement and problem-solving in fast-paced environments.
Overview
13
13
years of professional experience
Work History
Technical Training Senior Analyst
Cigna
11.2017 - Current
- Conducted needs analysis to apply learning theories, proposing targeted learning solutions that addressed skill gaps.
- Created and updated training materials aligned with specific learning objectives to enhance learner engagement and retention.
- Managed training projects independently, ensuring timely delivery and alignment with organizational training goals.
Customer Service Representative, Senior Associate
Cigna
02.2015 - 11.2017
- Received coverage determination/DMR requests; responded to inquiries from providers and others for information and assistance regarding coverage determinations.
- Executed outbound notification calls to members and their appointed representatives.
- Research and process direct member reimbursement requests
- Performed quality assurance review of processed claims/orders, ensuring accuracy prior to member notification.
- Performs research to respond to inquiries and interprets policy provisions to determine most effective response
- Documents / maintains an error log for the DMR team / Reports the log to leadership on a monthly basis
- Provides coaching for documented errors
- Process redetermination - DMR requests by effectuating manual claims for customer refunds
- Provided expert guidance and support for various inquiries from internal customers as the SME.
Customer Service Representative
Aerotek Staffing - Cigna Healthpring
10.2014 - 02.2015
- Receives coverage determination requests by mail, fax, or telephone. Responds to inquiries from policy holders, providers and/or others for information and assistance related to coverage determinations.
- Resolved inquiries, grievances, complaints, and appeals of varying complexity to ensure customer satisfaction
- Makes outbound notification calls to members and/or their appointed representatives regarding status of requests
- Conducted research and interpreted policy provisions to provide accurate and effective responses to inquiries
- Coordinated special outbound call project to improve communication with members in 2015
Patient Services Representative
University of Maryland Faculty Physicians
01.2013 - 01.2014
- Provided excellent customer service by researching and resolving patient billing inquiries, ensuring timely and accurate information
- Developed strategies to enhance customer service through teamwork and daily communication with insurance companies, facilitating resolution of medical claims for patients
- Executed credit card transactions efficiently to ensure timely processing
- Reviewed and resolved billing inquiries from written correspondence via postal mail and email, processed billing insurance claims, and verified insurance coverage daily
- Maintained communication with patients to ensure understanding of EOBs, confirmed benefit compliance with insurance eligibility
Education
Bachelors - Healthcare Administration
University of Arizona Global Campus
Tucson, AZ10-2023
Skills
- Training development
- Quality assurance
- Effective communication
- Problem solving
- Time management
- Report preparation
- Team collaboration
- Critical thinking
Accomplishments
Multiple Cigna Standout Recognitions for facilitation performance.
Timeline
Technical Training Senior Analyst
Cigna
11.2017 - Current
Customer Service Representative, Senior Associate
Cigna
02.2015 - 11.2017
Customer Service Representative
Aerotek Staffing - Cigna Healthpring
10.2014 - 02.2015
Patient Services Representative
University of Maryland Faculty Physicians
01.2013 - 01.2014
Bachelors - Healthcare Administration
University of Arizona Global Campus