Summary
Overview
Work History
Education
Skills
Certification
Timeline
Hi, I’m

Elizabeth Ketterman

Greer,SC

Summary

Detail-oriented and highly organized professional with a diverse background in patient services, quality assurance, call center operations, and project management. Demonstrated expertise in evaluating patient interactions, ensuring data accuracy, and providing constructive feedback to enhance service quality. Seeking to leverage skills in conflict management, data analysis, and team collaboration to contribute to the success of an organization.

Overview

6
years of professional experience
1
Certification

Work History

Crossroads

Patient Access Specialist III
08.2024 - Current

Job overview

  • Facilitated patient admissions for a virtual opioid abuse treatment center, ensuring accuracy and timely service delivery
  • Managed high-volume calls, serving multiple locations across different states
  • Trained new staff on procedures, improving operational efficiency by 15%
  • Ensured compliance with regulations and HIPAA standards, handling sensitive data securely
  • Reviewed recorded calls for quality, accuracy, and adherence to procedures, improving team call accuracy by 10%
  • Achieved a 98% accuracy rate in patient data entry
  • Successfully reduced the average time for patient admissions by 20%

Crossroads

Patient Access Specialist I
09.2023 - 08.2024

Job overview

  • Managed patient intake, scheduling, and insurance verification, ensuring smooth access to care
  • Monitored and assessed call quality to ensure accurate data entry and customer satisfaction
  • Communicated effectively with patients and internal teams to resolve issues, reducing patient wait time by 25%
  • Increased scheduling efficiency, leading to a 30% faster patient onboarding process
  • Contributed to a 95% customer satisfaction score in quarterly reviews

Aetna, a CVS Health Company

Senior Subject Matter Expert
06.2022 - 09.2023

Job overview

  • Delivered training on Medicare Advantage plans, improving team knowledge and call center performance
  • Monitored and ensured adherence to CMS regulations and industry compliance standards
  • Evaluated call performance and provided feedback to improve service quality and member satisfaction
  • Led a team of 21 agents, ensuring optimal call handling during peak enrollment periods
  • Successfully trained over 100 call center agents, improving their CMS regulation compliance by 20%
  • Managed the highest-performing team, with a 99.4% satisfaction score for 4 consecutive quarters

Aetna, a CVS Health Company

Member Services Representative
08.2021 - 05.2022

Job overview

  • Assisted members with inquiries, ensuring accurate information and a high level of satisfaction
  • Provided consistent feedback on call quality, contributing to process improvements
  • Identified trends in call data and worked with the team to implement corrective measures
  • Resolved complex member inquiries with a 98% resolution rate on first contact
  • Contributed to a 15% increase in call center efficiency by improving internal communication channels

Staples

Print and Marketing Supervisor
06.2019 - 06.2020

Job overview

  • Oversaw operations and managed customer service for print and marketing services
  • Ensured the highest level of customer satisfaction through quality control and customer feedback collection
  • Managed print projects, providing accurate estimates, and ensuring compliance with customer expectations
  • Increased order volume by 200%, achieving the highest customer satisfaction ratings for the retail location
  • Closed a major deal for print materials with a client company valued at $1 million

Education

University of South Carolina Upstate

Bachelor of Education - BEd from Special Education and Teaching
12.2021

University Overview

GPA: 3.0

Skills

  • Call Center Operations & Quality Assurance
  • Conflict Management
  • Attention to Detail
  • Data Analysis & Labeling
  • Project Management
  • Team Collaboration & Feedback
  • HIPAA Compliance
  • Time Management & Organization
  • Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
  • Training & Development
  • Leadership & Coaching
  • HIPAA compliance
  • Medical terminology

Certification

  • Medication Assisted Treatment Specialist (MATS), Indiana Association of Behavioral Health Professionals, 11/01/24
  • Data Analytics, Google, 09/01/24
  • Preventing and De-escalating Crisis Situations, Kansas State Board of Nursing, 09/01/24, 20-977878
  • Communication and Conflict Management Skills, Kansas State Board of Nursing, 09/01/23, 20-977878
  • Confidentiality in Substance Use Disorder Treatment, Kansas State Board of Nursing, 09/01/23, 20-977878

Timeline

Patient Access Specialist III

Crossroads
08.2024 - Current

Patient Access Specialist I

Crossroads
09.2023 - 08.2024

Senior Subject Matter Expert

Aetna, a CVS Health Company
06.2022 - 09.2023

Member Services Representative

Aetna, a CVS Health Company
08.2021 - 05.2022

Print and Marketing Supervisor

Staples
06.2019 - 06.2020

University of South Carolina Upstate

Bachelor of Education - BEd from Special Education and Teaching

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Elizabeth Ketterman