Emily Spray
McFarland,CA
Summary
Results-driven customer service and healthcare operations leader with over 8 years of experience in member services, provider relations, authorizations, claims support, training, and team leadership. Proven track record of progressing into leadership roles through strong performance, employee development, and operational excellence. Skilled in supervising teams, resolving complex member and provider concerns, improving processes, and delivering exceptional customer service in fast-paced healthcare environments.
Overview
8
8
years of professional experience
Work History
Customer Service Supervisor
Dignity Health Management Services
Bakersfield, California
03.2023 - Current
- Lead and supervise Member Services staff to ensure high-quality customer service and operational efficiency.
- Coach, mentor, and develop employees through performance feedback and ongoing training.
- Manage escalated member and provider concerns, ensuring timely and effective resolution.
- Monitor quality metrics and support compliance with departmental and regulatory standards.
- Collaborate with leadership to improve workflows, service levels, and team performance.
- Facilitate team meetings, training sessions, and employee development initiatives.
Member Services Specialist (Department Trainer)
Dignity Health Management Services
Bakersfield, California
10.2020 - 03.2023
- Served as departmental trainer responsible for onboarding and developing new employees.
- Created and delivered training materials, process guides, and coaching resources.
- Assisted leadership with quality assurance initiatives and performance improvement efforts.
- Provided subject matter expertise for complex member and provider inquiries.
- Supported continuous improvement efforts across the department.
Member Services Representative
Dignity Health Management Services
Bakersfield, California
01.2020 - 10.2020
- Assisted members and providers with benefits, eligibility, authorizations, and claims inquiries.
- Researched and resolved customer concerns while maintaining excellent service standards.
- Accurately documented interactions and maintained HIPAA compliance.
- Consistently met productivity and quality goals.
Provider Relations Representative
Bakersfield Family Medical Center
Bakersfield, California
12.2018 - 01.2020
- Served as a liaison between healthcare providers and health plan operations.
- Assisted provider offices with claims, eligibility, authorization, and reimbursement inquiries.
- Resolved provider concerns while maintaining strong professional relationships.
- Educated providers on policies, procedures, and operational updates.
- Conducted research and coordinated with internal departments to resolve issues efficiently.
Authorizations Clerk
Bakersfield Family Medical Center
Bakersfield, California
04.2018 - 12.2018
- Processed and tracked medical authorization requests to facilitate timely patient care.
- Verified eligibility and benefits information.
- Coordinated with providers and internal departments to expedite authorization processing and ensure compliance.
- Maintained accurate records and documentation in compliance with healthcare regulations.
- Assisted members and providers with authorization status inquiries to enhance communication and service delivery.
Education
High School Diploma -
McFarland High School
McFarland, CA06-2002
Bachelor of Science - Healthcare Administration
National University
San Diego, CA06-2026
Skills
- Customer Service Leadership
- Team Supervision & Coaching
- Call Center Operations
- Employee Training & Development
- Quality Assurance
- Performance Management
- Member Services
- Provider Relations
- Authorization Processing
- Claims Research & Resolution
- Escalation Management
- Healthcare Operations
- HIPAA Compliance
- Microsoft Office Suite
- Google Workplace
- EZCap & EZNet 69
- QNXT
Timeline
Customer Service Supervisor
Dignity Health Management Services
03.2023 - Current
Member Services Specialist (Department Trainer)
Dignity Health Management Services
10.2020 - 03.2023
Member Services Representative
Dignity Health Management Services
01.2020 - 10.2020
Provider Relations Representative
Bakersfield Family Medical Center
12.2018 - 01.2020
Authorizations Clerk
Bakersfield Family Medical Center
04.2018 - 12.2018
High School Diploma -
McFarland High School
Bachelor of Science - Healthcare Administration
National University