Eric Turner
Antioch,TN
Summary
27 Plus years' experience in Leadership, customer relations, collections, and administration. Excellent escalation skills. Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Overview
9
9
years of professional experience
1
1
Language
Work History
Patient Care Advocate
Populus Group (Centene Health Plan)
01.2024 - 01.2024
- Assisted with scheduling office visits with primary care provider
- Participate in outreach calling campaigns
- Conduct member outreach, including member correspondence and information on strengthening communication between members and providers.
- Demonstrated empathy toward diverse patient populations, building trust through compassionate interactions.
Customer Service Advocate IV (Operations Team Lead)
Centene Health Plan
09.2017 - 12.2023
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Monitored workflow to improve employee time management and increase productivity.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
Member Resolution Specialist
WellCare Health Plan
03.2016 - 09.2017
- regulations and compliance.
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
- Implemented effective communication skills to deescalate high-tension situations, fostering positive relationships between customers and the company.
- Exceeded performance targets consistently by prioritizing workload effectively and managing time efficiently during periods of high call volume or complex caseloads.
Customer Service Representative
WellCare Health Plan
09.2014 - 03.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
Education
High School Diploma -
Crossland Senior High School
Temple Hills, MD06.1993
No Degree - Political Science
Tulsa Community College
Tulsa, OKSkills
- Training and mentoring
- Staff Management
- Employee Motivation
- Complex Problem-Solving
- Strategic Planning
- Staff Development
- Operations Management
- Process Monitoring and Improvement
- Audit reporting
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Patient Care Advocate
Populus Group (Centene Health Plan)
01.2024 - 01.2024
Customer Service Advocate IV (Operations Team Lead)
Centene Health Plan
09.2017 - 12.2023
Member Resolution Specialist
WellCare Health Plan
03.2016 - 09.2017
Customer Service Representative
WellCare Health Plan
09.2014 - 03.2016
High School Diploma -
Crossland Senior High School
No Degree - Political Science
Tulsa Community College
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementCompany CultureWork-life balanceHealthcare benefitsQuote
“The ultimate measure of a man is not where he stands in moments of comfort and convenience, but where he stands at times of challenge and controversy".
Martin Luther King
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