Daphane Hankerson

Dynamic Training Coordinator at Siemens Energy with expertise in employee training and development and project management. Proven track record in enhancing customer satisfaction through effective sales support and report generation. Adept at resolving complex issues and fostering strong relationships, driving successful outcomes in fast-paced environments.

• Training Management System Overview - TMS-101, 05/21/08, 2
• First Aid-Safety, 12/13/11, 8
• Lone Star College MS Software Project, 05/25/12, 16
• Lone Star College Grant Forklift Operator Training Course, 11/18/16, 16

• United Health Group, Medicare Advocate Specialist, 10/06, 08/07
• St. Paul Travelers, Call Center Catastrophe Team Lead, 10/05, 04/06
• TPA of Georgia, Benefit Specialist, 05/03, 03/04
• Risk Enterprise Management, Medical Only Claims Adjuster, 02/02, 01/03
• Covenant Administrators, Account Executive, 03/01, 11/01
• MediCor Managed Care, Provider Relations Rep., 10/00, 03/01
• Prudential HealthCare, Network Provider Specialist, 11/98, 03/00

• United Health Care, Answer simple and complex incoming calls from members on all Senior products and external government programs and products, Solve issues systematically, using sound business judgment, and follow through on commitments, Respond to customers in a polite and courteous manner, especially in stressful situations, Communicate unpleasant or negative information in a tactful manner, Update and educate members on the best use of plan benefits, Meet or exceed all departmental and corporate goals including Quality Standards, Adherence, Average Speed of Answer, Abandonment Rate, Build and maintain productive working relationships with others and contribute as an effective team member, Communicate results and customer feedback to operations and policy departments, Track referrals provided by existing members, Route leads to the appropriate Sales Representative, Perform all job duties to ensure compliance with CMS regulatory requirements
• St. Paul Travelers, Team Lead for catastrophe call center assisting personal and commercial lines policy holders, Pre-screened calls to determine how to best service policy holders, Strong understanding of the Travelers claim process including claims assigned to independent adjusters, Experienced in statement of losses, replacement cost, depreciation, ground water denials and additional living expense claims
• TPA of Georgia, Benefit Analysis/Backup claims processing, Scan all claims (HCFA, RX, Dental, and UB92) for processing, Reprice PPO claims for Southcare and Beechstreet networks, Negotiate Non-PPO Claims, Assist with Customer Service calls and questions, Assist Claims Manager on Special Projects, Prepare weekly workload for the work at home claim examiners
• Risk Enterprise Management, Handled all Medical only cases in the state of Alabama, Arkansas, Georgia, N. Carolina, and S. Carolina, Determined compensability according to injury, Sent out weekly compensation checks, Assisted with customer service line, directing call to appropriate adjuster
• Covenant Administrators, Implement all new cases and complete renewal process for existing clients, including but not limited to service agreements, vendor contracts, ID Cards, Summary Plan Documents and plan design changes if advised, Organized and facilitated administrative meetings with internal staff on new clients to ensure a smooth transition for the client and their employees, Communicate with brokers on day to day service issues, Conduct new case and renewal meeting with client representatives as well as employees to ensure service issues are being resolved
• MediCor Managed Care, Responsible for maintaining the provider credentialing process, Liaison for outsourced credentialing activity with the CVO (IntraNet & Aperture), Reviewed all applications and contracts for complete date provided appropriate follow up, Created and maintained credentialing and contract files, Developed format and tracked provider data, Maintained provider database entry, Provided reimbursement analysis, audit and comparisons as part of the contracting process, Developed and implemented system for tracking provider requests and completed contracts, Provided support for provider mailing and tracked follow up, Available as a resource for provider questions regarding reimbursement and contracts, Supplied monthly reports to Management
• Prudential HealthCare, Responsible for credentialing pharmacies for network participation, Resolved reimbursement issues with pharmacies regarding claims payment, Updated claims payment system with contract rate data