FAE TROXELL
Savoy,Illinois
Summary
Detail-oriented healthcare navigator with extensive experience in customer service and training within call centers and the hospitality industry. Proficient in collaborating with diverse insurance providers, medical professionals, and corporate entities to support stakeholders at all levels. Demonstrated ability to streamline processes and enhance service delivery in healthcare settings.
Overview
16
16
years of professional experience
Work History
Front Desk Manager
I Hotel and Illinois Conference Center
Champaign, USA
09.2023 - Current
- Elevated to front desk manager role in January 2024.
Directed a team of 15 with emphasis on training and adherence to company policies.
Provided superior customer service that promoted four-diamond experience for guests.
Coordinated daily operations, handling reservations and inquiries across various platforms.
Served as initial contact for guest complaints and requests, ensuring timely resolutions.
Senior Care Coordinator
Included Health
Remote, USA
08.2021 - 06.2023
- Served as primary contact for weekend leadership team regarding Walmart membership.
- Provided comprehensive on-the-job training for new hires joining Walmart team.
- Utilized Salesforce for efficient case management and member communication.
- Collaborated with insurance companies to support employees in benefits claim submission and adjudication.
- Assisted employees in navigating denial management and appeals processes effectively.
- Coordinated with healthcare providers to facilitate access to highest quality care for employees.
Patient Access Assistant / Switchboard Operator
SODEXO USA
Oklahoma City, USA
10.2018 - 07.2021
- Worked in multiple functional areas including but not limited to appointment scheduling, medical referrals, as well as in-patient service requests.
- Patient satisfaction rating of 4.8/5 over tenure.
- Serves as main source of on-the-job training for new hires coming onto the floor.
- Selected to act as team lead in times of absence or need.
- Responsible for paging emergency response calls including medical codes, fire, and others.
- Demonstrated ability to enter medical claims digitally with a focus on quality and efficiency standards as well as client relationships.
- Quality assurance rating of 99% or more month over month.
- Personal productivity rating of over 120% claims completed month over month.
Data Entry Operator
First Source
Kingston, NY
09.2015 - 11.2017
- Demonstrated ability to enter medical claims digitally with a focus on quality and efficiency
standards as well as client relationships. - Quality assurance rating of 99% or more month over month.
- Personal productivity rating of over 120% claims completed month over month.
Dispatcher
Tuxedo Police Department
Tuxedo, NY
04.2010 - 07.2016
- Facilitated communication between emergency sites, law enforcement agencies, and EMS services.
Demonstrated dedication to individuals and organizations in critical situations.
Supplied accurate records to first responders and emergency management personnel.
Received, processed, and prioritized emergency response calls for timely action.
Education
Bachelor of Arts -
Roanoke College
Roanoke05-2009
Skills
- Salesforce utilization
- Employee training
- Customer service
- Complaint resolution
- Insurance benefit management
- Insurance claim resolution
References
Christopher Good
Program Manger, Quality and Training
Privia Healthcare
360-674-9370
christopher.good@priviahealth.com
Former Leader
Timeline
Front Desk Manager
I Hotel and Illinois Conference Center
09.2023 - Current
Senior Care Coordinator
Included Health
08.2021 - 06.2023
Patient Access Assistant / Switchboard Operator
SODEXO USA
10.2018 - 07.2021
Data Entry Operator
First Source
09.2015 - 11.2017
Dispatcher
Tuxedo Police Department
04.2010 - 07.2016
Bachelor of Arts -
Roanoke College