Cynthia Thomas
Clinton,MD
Summary
Dedicated customer service representative with expertise in call management and CRM system proficiency. Proven ability to enhance service delivery and streamline processes to improve customer satisfaction.
Overview
10
10
years of professional experience
Work History
Auto Customer Service Rep
GEICO
01.2026 - 02.2026
- Assisted customers with inquiries, providing accurate information and effective solutions.
- Managed high call volumes while maintaining exceptional service quality and professionalism.
- Utilized customer relationship management software to track interactions and follow up on requests.
- Collaborated with team members to enhance service delivery and resolve complex issues efficiently.
PRIOR AUTHRIZATION COORDINATOR
UNITED HEALTHCARE
12.2021 - 07.2025
- Facilitated prior authorization requests by reviewing clinical documentation for compliance and completeness.
- Collaborated with healthcare providers to gather necessary information for timely authorization decisions.
- Streamlined workflow processes to enhance efficiency in the prior authorization review cycle.
- Trained new staff on best practices for managing authorizations and utilizing internal systems effectively.
OUTPATIENT ACCESS SPECIALIST
University of Rochester
07.2016 - 12.2020
- Coordinated patient scheduling and registration processes to enhance access to outpatient services.
- Implemented efficient workflows for insurance verification, improving patient check-in accuracy.
- Trained and mentored new staff on systems and protocols, fostering a supportive team environment.
- Analyzed patient data trends to identify areas for service improvement and operational efficiency.
- Busy Call Center
Education
Associate of Science - Secretary Studies
Sawyer's Business School
05-2018
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Payment processing
- Call center operations
- Microsoft outlook
- Scheduling
- Call management
- Paperwork processing
- Appointment scheduling
- Order processing
- Documentation
- Microsoft Office Suite
- Microsoft PowerPoint
- Data collection
- Recordkeeping strengths
- Account management
- Spreadsheets
- Proofreading
- [Software] CRM system proficiency
Timeline
Auto Customer Service Rep
GEICO
01.2026 - 02.2026
PRIOR AUTHRIZATION COORDINATOR
UNITED HEALTHCARE
12.2021 - 07.2025
OUTPATIENT ACCESS SPECIALIST
University of Rochester
07.2016 - 12.2020
Associate of Science - Secretary Studies
Sawyer's Business School