Summary
Overview
Work History
Education
Skills
References
Timeline
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Erin Harvey-melancon

Saint James,Louisiana

Summary

To obtain a career position with a stable organization that will utilize my skills and experience to contribute the success of the organization.

Overview

25
25
years of professional experience

Work History

Member Outreach Specialist

Devoted Health
09.2022 - 09.2024
  • Make outbound calls to members that make have diagnosed with certain health conditions and enroll them in virtual health coaching programs or in home visits
  • Effectively communicate how services could benefit prospective members, overcome objectives and adapt to the members needs and concerns
  • Meet or exceed set goals, such as rate of enrollments, call volume and documentation quality
  • Determine eligibility for related plan members to ensure compliance and obtain missing information for the enrollment completion

Member Outreach Coordinator

Amedisys Home Health
05.2020 - 09.2022
  • Conduct outreach calls to educate members on home health services available to them
  • Utilize queue list of potential Amedisys members and establish initial contact and baseline with members
  • Build rapport, using active listening techniques, open ended conversations and motivational interviewing to identify members needs
  • Maintain performance accountability around member and achieves outreach and enrollment goals as an individual contributor

Intake Coordinator

EQ Health
11.2019 - 01.2020
  • Answer and triage all intake calls
  • Document information regarding referrals
  • Maintain professionalism in all interactions with staff, patients and families

Care Support Representative

Centene Corporation
05.2018 - 11.2019
  • Conduct outreach calls to contracted eligible plan members with health conditions such as CHF, Hypertension, Diabetes and COPD and get them enrolled and connected with a health coach that specializes in their condition
  • Builds rapport, using active listening techniques and motivational interviewing to determine and identify their needs including substance disorders, housing and medical and mental health needs
  • Completes and maintains documentation according to all company, federal and state guidelines

Call Center Team Lead

Direct General Insurance
02.2015 - 11.2018
  • Managed a team of call center agents and responsible for day day operations such as coaching, conducting evaluations, training staff and approving time sheets
  • Ensure daily of changes if needed
  • Run call volumes and abandon rates daily
  • Assisted with calls during high call volumes
  • Handles to escalation call lines when needed

Customer Service Representative

Entergy Gulf States Utilities
02.2000 - 05.2014
  • First point of contact for customers that may need assistance with billing, outages, start/stop service, maintenance and miscellaneous issues
  • Provided superior, professional and accurate information
  • Offered suggestions and solutions that would best suit the customers needs
  • Resolved problems by clarifying issues, researching and exploring answers and alternative solutions
  • Performing other duties and responsibilities as required or assigned

Education

High School - Modern Communication Skills, AP English and Composition, Fundamentals of Marketing and Sales, communication

Saint James High School
Saint James, La
05.1995

Skills

  • Communication
  • Leadership
  • Problem Solving
  • Time Management
  • Computer Literacy
  • Creativity
  • Teamwork
  • Customer Service
  • Conflict Resolution
  • Flexibility
  • Data Analysis
  • Outreach processes
  • Exceptional communication

References

Terry Johnson, Direct General Insurance, 225-802-4262, Baton Rouge, Louisiana

Timeline

Member Outreach Specialist

Devoted Health
09.2022 - 09.2024

Member Outreach Coordinator

Amedisys Home Health
05.2020 - 09.2022

Intake Coordinator

EQ Health
11.2019 - 01.2020

Care Support Representative

Centene Corporation
05.2018 - 11.2019

Call Center Team Lead

Direct General Insurance
02.2015 - 11.2018

Customer Service Representative

Entergy Gulf States Utilities
02.2000 - 05.2014

High School - Modern Communication Skills, AP English and Composition, Fundamentals of Marketing and Sales, communication

Saint James High School

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Erin Harvey-melancon