Donisha Sanders
Katy,TX
Summary
Knowledgeable and dedicated customer service professional with over 8+ years of experience in the healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Outreach Care Specialist
Elevance Health
Houston, TX
03.2023 - Current
- Collaborated with external organizations to expand resource networks, increasing support options for patients in need.
- Identified barriers to plan compliance and coordinates resolutions
- Managed caseload of diverse clients while adhering to strict confidentiality standards and HIPAA regulations.
- Identified opportunities that impact quality goals and recommends process improvements
- Prepared reports to document case and compliance updates
- Establish and maintains relationships with agencies identified in appropriate contract.
- Managed 30 incoming call and faxes per day.
- Provided compassionate support for members experiencing difficult life circumstances, fostering resilience and recovery.
- Enhanced collaboration among healthcare professionals by organizing interdisciplinary meetings focused on improving patient outcomes.
- Improved communication between healthcare providers and members through personalized follow-up calls and messages.
- Maintained accurate documentation of all outreach activities, supporting ongoing evaluation and reporting efforts.
- Enhanced patient outreach effectiveness by developing and implementing targeted care strategies.
Support Care Specialist
SelectQuote
Houston, TX
08.2022 - 03.2023
- Responded to customer inquiries via phone, email or chat
- Ensured integrity of enrollment eligibility processes
- Researched and resolved discrepancies in enrollment activities
- Identified customer needs and help customers use specific features
- Follow communication procedures, guidelines and policies
- Met personal/customer service team sales targets and call handling quotas
- Kept records of customer interactions, process customer accounts and file documents
- Handled customer complaints while providing appropriate solutions and alternatives within time limits and follow up to ensure resolution
- Built sustainable relationships and trust with customer accounts through open and interactive communication
- Informed customers about new features and functionalities
- Managed 50 incoming phone calls per day
Plant Coordinator
Ingredion
Indianapolis, IN
10.2021 - 02.2022
- Oversaw quality control processes and implemented corrective actions as needed to ensure products met customer specifications consistently.
- Led regular meetings with department heads for updates on progress and challenges faced in their respective areas of responsibility.
- Supervised day-to-day functions of plant.
- Cultivated professional working relationships with peers and supervisors.
- Created and implemented strategies for improving operational efficiency and accuracy.
- Collaborated with engineers and technicians to troubleshoot equipment issues, minimizing downtime due to maintenance or repairs.
- Served as liaison between plant operations team and corporate leadership, presenting updates on plant performance metrics and recommending strategic initiatives for continued success.
- Developed strong relationships with suppliers, ensuring timely delivery of materials and optimal pricing for resources.
- Analyzed production data to identify trends and areas for improvement within plant operations.
- Collaborated with other leaders and executives to direct workflow and support operations.
- Coordinated cross-functional teams, resulting in increased productivity and improved collaboration among departments.
- Troubleshot equipment to reduce service calls and downtime.
- Supervised ongoing daily production phases.
- Demonstrated high level of initiative and creativity while tackling difficult tasks.
- Worked flexible hours across night, weekend, and holiday shifts.
Process Operator
Ingredion
Indianapolis, IN
08.2020 - 10.2021
- Operated mechanized equipment safely, efficiently, and within specifications
- Utilized computer systems effectively to monitor processes and input critical data accurately and efficiently.
- Coordinated with other departments such as engineering, maintenance or quality control when necessary for smooth operations.
- Inspected products and machines to maintain quality and efficiency.
- Reduced downtime for maintenance by performing regular inspections and preventative measures.
- Tested products or subassemblies for functionality or quality and troubleshot problems with equipment, devices, or products.
- Organized and prepared workstations and materials needed for operations to maximize productivity.
- Contributed to safe working environment by strictly adhering to safety guidelines and reporting potential hazards.
- Participated in continuous improvement initiatives, identifying opportunities for enhanced operational efficiency.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Organized and detail-oriented with strong work ethic.
- Demonstrated high level of initiative and creativity while tackling difficult tasks.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated leadership skills in managing projects from concept to completion.
- Gained extensive knowledge in data entry, analysis and reporting.
- Trained new production staff members on safe and efficient production procedures and proper machine operations.
System Patient Access Supervisor
Indiana University Health Carmel North Hospital
Indianapolis, IN
06.2018 - 08.2020
- Optimized staff scheduling to maintain adequate coverage during peak hours, minimizing patient wait times and improving service quality.
- Completed bi-weekly payroll for 42 employees.
- Maintained yearly budget
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Implemented quality assurance measures to ensure that patient access processes adhered to hospital policies and industry best practices for optimal service delivery.
- Worked collaboratively with teams to expand current platform solutions
- Managed day-to-day operations for Patient Access department, ensuring all tasks were completed accurately and in timely manner.
- Trained new staff on hospital processes and procedures.
- Coordinated evaluations of new equipment for use in platforms solutions
- Demonstrated strong organizational and time management skills while managing multiple projects.
Individual Solutions Coordinator
Indiana University Health
Indianapolis, IN
01.2015 - 06.2018
- Responsible for Medicaid and Financial Assistance applications
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Participated in workshops and in-service meetings to enhance personal growth and professional development.
- Utilized proactive communication abilities to resolve employment-related disputes.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.
Education
Associates Degree - Graphic Design & New Media
Indiana Vocational Technical College
Indianapolis, IN05.2017
Skills
- Medical Terminology
- Interpersonal Skills
- Risk Management
- Excellent Problem-Solving Abilities
- Microsoft Office 360
- Data Analyst
- CRM
- Supervision and leadership
Certification
- Licensed Life, Accident and Health Insurance Agent, Texas Department of Insurance
- Licensed Property and Casualty Insurance Agent, Texas Department of Insurance
- Certified Professional Scrum Master, Scrum.org
Timeline
Outreach Care Specialist
Elevance Health
03.2023 - Current
Support Care Specialist
SelectQuote
08.2022 - 03.2023
Plant Coordinator
Ingredion
10.2021 - 02.2022
Process Operator
Ingredion
08.2020 - 10.2021
System Patient Access Supervisor
Indiana University Health Carmel North Hospital
06.2018 - 08.2020
Individual Solutions Coordinator
Indiana University Health
01.2015 - 06.2018
Associates Degree - Graphic Design & New Media
Indiana Vocational Technical College