Donna Cooper

• Serve as a senior point of contact for 50-100 members a day, resolving complex, high-impact inquiries related to benefits, claims, eligibility, provider coordination, etc.
• Advocate on behalf of members by researching issues across multiple systems, collaborating with internal teams, and ensuring timely, accurate resolutions.
• Handle cases requiring advanced problem-solving, policy interpretation, and discretion while maintaining compliance with company and regulatory standards.
• Deliver empathetic, member-focused support, consistently meeting quality, productivity, and customer satisfaction metrics while focusing on first contact resolution and accuracy.
• Document interactions thoroughly to ensure continuity of service and actionable follow-up.

• Lead of a satellite office. I ensured that everything ran according to the practice's expectations of patient satisfaction and excellence.
• Trained over 30 administrative office staff, as well as trained support offices that joined our company on all software and hardware components of the practice. Responsible for checking in and out, over 150patients in and out for their appointments, scheduling, Collecting Co-pays and balances, as well as all administrative duties as needed. Duties included answering a multi-line phone system for patients and staff.
• Ensured the computers and other office equipment ran smoothly with software and internet connectivity.

• Head Hostess and Supervisor for all host staff,
• Responsible for scheduling, training, and supervising up to 13 employees.
• Used many functions of Microsoft Office to manage schedules, time sheets, and office memos to employees and sponsors.

• Administrative Assistant for a large construction company, where I handled over 50 calls a day.
• Responsible for all bookkeeping, filing, ordering supplies, employee records, building permits, and all other administrative duties as needed.
• Responsible for taking building plans to the county building permits office to ensure compliance.

Responsible for incoming and outgoing phone calls, computer applications, and patient satisfaction.

• Answered phone calls and messages for over 60 patients a day. Responsibilities included scheduling appointments and handling patient inquiries.
• Scheduling and confirming appointments, submit insurance claims, provide dental plan of actions, and care.
• Coordination of Patient Records: Regularly update and maintain patient records in compliance with HIPAA regulations, ensuring accuracy and confidentiality.

• Managed, owned, and maintained an online website of over 1000 company products.
• Sold and marketed products to potential customers via the internet, home, and office.
• Responsible for keeping my own records of sales, profits, customers, and product inventory.
• Responsible for ensuring member satisfaction and first call resolution with any customer complaints.