Elizabeth Staton
Kendallville,IN
Summary
An experienced and motivated individual with 10+ years of experience in performing training, claims research, account management, data entry, root cause analysis and customer service. I am a results driven, professional individual who is eager to utilize time management and organizational skills across diverse settings. Seeking opportunities to enhance abilities while contributing to company growth.
Overview
6
6
years of professional experience
Work History
Customer Service Advocate III
Centene Corporation
04.2023 - Current
- Experience as a Subject Matter Expert.
- Trained Customer Service Representatives on line of business specifics.
- Trained on new applications: Nice IEX, AWS, OMNI, Amisys, Portico, Market Prominence, Express Scripts, Solutran, TruCare, FileNet, MARx, and Calabrio.
- Conducted team meetings to review upcoming procedure updates and business metric expectations.
- Owner of Nesting and Development.
- Facilitated train-the-trainer sessions.
- Systemic Root Cause Analysis.
- Conducts 'peer-to-peer' training sessions.
Customer Service Advocate I
Centene
01.2022 - 04.2023
- Maintained a quality and adherence average of 95% per month.
- Member issue root cause analysis.
- Assist members with concerns regarding enrollment, eligibility, premium payments, benefits, and claims issues through research and resolution directly with providers and billers.
- Answer telephone inquiries from members and providers within a specified timeframe, utilizing reference materials and resources.
- Promoted high customer service with first-call resolution.
- Document all activities for quality and metrics reporting through OMNI.
- Maintain performance and quality standards based on established call center metrics, including turn-around times and first-call resolution.
Customer Service Representative
Robert Half Staffing / State of Michigan Unemployment
09.2020 - 12.2021
- Process various types of unemployment insurance claims.
- Research complicated problems to deliver more thorough customer service to claimants.
- Assist claimants by phone or chat with account and claim questions, document uploading, or log-in help.
Corporate Recruiter
Venteon / Shiloh Industries
09.2019 - 12.2019
- Identified and recruited potential candidates through job postings, referrals, and other sources.
- Reviewed resumes, conducted in-depth interviews, and evaluated candidate qualifications.
- Scheduled on-site interviews for both one-on-one and group interviews, utilizing mail calendars for organization.
Human Resources
Manpower / Aluminum Recovery Technologies
05.2019 - 08.2019
- Employee recruitment through online advertisements and the use of a local staffing agency.
- Conducted on-site interviews and plant tours.
- Performed compliance reviews of personnel files.
- Created a recruitment/applicant tracking system in Airtable.
Education
Bachelor of Arts (B.A.) - Professional Writing
St. Mary-of-the-Woods College
West Terre Haute, IN05.2009
Bachelor of Arts (B.A.) - Equine Business Management
St. Mary-of-the-Woods College
West Terre Haute, IN05.2009
Skills
- Communication/Interpersonal
- Detail-oriented
- New Hite Training and Onboarding
- Peer-to-Peer
- Issue Resolution
- Versatile and adaptable in rapidly changing work environments and products
- Product Knowledge
- Root Cause Analysis
- Claims research
- Customer relations
- Teamwork and collaboration
- Organization and time management
- Microsoft - Excel, Word, PowerPoint
- Documentation
- Microsoft Teams and Zoom
- OMNI
- Amisys
- Market Prominence
- Portico
- MARx
- Calabrio
- Avaya and AWS
- TruCare Cloud
- FileNet
- Nice IEX
- Solutran
- Express Scripts
Timeline
Customer Service Advocate III
Centene Corporation
04.2023 - Current
Customer Service Advocate I
Centene
01.2022 - 04.2023
Customer Service Representative
Robert Half Staffing / State of Michigan Unemployment
09.2020 - 12.2021
Corporate Recruiter
Venteon / Shiloh Industries
09.2019 - 12.2019
Human Resources
Manpower / Aluminum Recovery Technologies
05.2019 - 08.2019
Bachelor of Arts (B.A.) - Professional Writing
St. Mary-of-the-Woods College
Bachelor of Arts (B.A.) - Equine Business Management
St. Mary-of-the-Woods College