GEANECE TURNER
Complaints And Grievance Intake Coordinator
MARICOPA,AZ
Summary
Motivated, Fast learner, and a top performer in current role. Looking to use 10 years plus of experience in customer service, technology, and healthcare in a new career. Previous supervisory experience, including experience with hiring, training, and coaching. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Dedicated healthcare professional looking for a new career with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Complaints and Grievance Intake Coordinator
Oscar Health
Tempe, AZ
11.2020 - Current
- Responsible for intaking all complaints from members
- This entails both creating and formatting complaint tickets in JIRA
- Also responsible for equitably assigning complaint cases among liaisons
- Responsible for ensuring that regulator complaints are created and assigned promptly, and that member complaints are acknowledged and assigned within the guidelines set by state regulators
- Worked well independently and on a team to solve problems
- Ensured compliance with all regulations, policies, and laws.
- Help create and oversee new-hire training.
- Created multiple audit dashboards across multiple teams.
- Produced and filed reports to inform senior management of current activities and progress with investigations.
- Reviewed production specifications.
- Worked closely with senior leadership to complete projects and solve complex issues on strict schedules and budgets.
- Developed team communications and information for meetings
Managed team of employees, overseeing hiring, training, and professional growth of employees - Worked with manager and supervisor to plan and coordinate production schedules
Risk Adjustment Outbound
Oscar Health
Tempe, AZ
07.2020 - 11.2020
- Worked on the Risk Adjustment project that helps redistributes money between health insurance companies based on the risk profile of their populations.
- Made outbound calls to at highest risk members while offering members a free health check-up
- Helped to meet and exceed quarterly goals
- Top performing scheduler
- Identified issues, analyzed information and provided solutions to problems
- Improved operations through consistent hard work and dedication
- Demonstrated respect, friendliness and willingness to help wherever needed
- Saved thousands of dollars by implementing cost-saving initiatives that addressed long-standing problems
- Developed and maintained courteous and effective working relationships
Care Guide
Oscar Health
Tempe, AZ
08.2019 - 07.2020
- Being the first point of contact for members at Oscar which is the first health insurance company built around a full stack technology platform, and a relentless focus on serving members.
- Collaborated with my team of Care Guides, a Concierge Nurse and a dedicated bridge team
- Communicated with geo-specific members via inbound/outbound phone or secure messaging
- Assisted in members' coordination of care across multiple settings (outpatient, ER, home care)
- Answered questions and resolved issues related to topics such as claims and billing
- Listened to member’s comments, concerns, and suggestions, and relayed that information internally, while ensuring member satisfaction
- Served as a friendly, hardworking, and punctual employee.
- Helped to create plans and communicated deadlines to complete projects on time.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Resolved problems, improved operations and provided exceptional service.
- Carried out day-to-day duties accurately and efficiently
- Resolved problems, improved operations and provided exceptional service
Patient Financial Services Representative Senior ER Registration
Banner Health
Mesa, AZ
12.2018 - 08.2019
- Provided leadership, precepts, training, and offered on-going guidance as needed for the admitting/registration team
- Took on any projects given by upper management, and also help conducted interviews
- Conducted registration, point of service collections and obtains authorizations and
forms needed to maximize reimbursement. - Collected payments and met regular collection targets as determined by management.
- Demonstrated ability to collect payments, to resolve customer issues, and provide excellent customer service
- Explained and obtained signatures on legal forms and registration materials
- Consistently met monthly individual productivity goals as determined by management
- Used computer programs such as MS4, Cerner, and Emdeon
- Utilized excellent leadership and organizational skills to achieve goals
- Performed employee and team evaluations to identify opportunities for growth
- Ensured compliance with all regulations, policies, and laws.
- Carried out day-to-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Created plans and communicated deadlines to complete projects on time.
Insurance Verifier
Banner Health
Casa Grande, AZ
10.2017 - 12.2018
- Verified all patient demographic information when registering for services.
- Explained company financial policies and provided information as to available resources
- Assisted patients with applying for Medicaid
- Assisted patients with completing all financial assistance programs (i.e.: basic financial assistance, enhanced financial assistance, prompt pay discount, loan program)
- Communicated with physicians, clinical and hospital staff, nursing and Health
- Consistently met monthly individual productivity goals as determined by management
- Acquired billing information by worker's compensation accounts and MVA.
- Communicated verification and authorization status updates with multiple departments to facilitate decision-making for patient admissions and insurance coverage.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Observed strict procedures to protect sensitive patient information, medical records and payment data.
Registration
UnitedHealth Group
Gilbert, AZ
03.2017 - 10.2017
- Worked in Labor and Delivery Department at Mercy Gilbert Medical Center doing registration, and admitting
- Welcomed as many as 30-40 patients daily, directing to appropriate departments within facility and coordinating assistance with transportation
- Conducted interviews with individuals to obtain all required information
- Registering and pre-registering patients for emergency, elective and scheduled cases.
- Worked with customers to provide advice and assistance on regulations and requirements concerning various registration programs.
- Explained form wording to patients to help each understand information required.
Scheduling Coordinator
National Jewish Health
Denver, CO
12.2014 - 07.2016
- Worked in an inbound call center environment scheduling patients appointments with physicians, and other services
- Registered new patients, accurately collecting all necessary patient demographic, and insurance information
- Maintained communications with both patients, and clinical staff regarding scheduling issues
- Had knowledge of NJH operations (EMR, Tempus and Passport), insurance procedures, and clinical terminology
- Made outbound calls to patients to schedule appointments put in by physicians
- Developed strong working relationships with management and executive team through effective scheduling and communication skills.
- Scheduled procedures, surgeries and doctor appointments for average of 100 patients per day
Solutions Specialist
Verizon
Denver, CO
04.2013 - 12.2014
- Resolved customer issues quickly and efficiently to enhance overall customer satisfaction ratings.
- Conducted troubleshooting and diagnostic procedures on customer devices.
- Streamlined operational processes and collaborated with management to implement process improvements.
- Answered customer questions about billing, account issues and upgrade possibilities.
- Installed operating systems, set up emails and updated programs.
- Enhanced customer satisfaction ratings by resolving issues efficiently.
Sales Representative
Nordstrom
Denver, CO
07.2010 - 03.2013
- Developed and delivered engaging sales presentations to convey product benefits.
- Set up calendar with customer birthdays and other special events for personal touch.
- Assisted in product placement and visual merchandising, maintaining attractive and inviting appearance.
- Surpassed sales objectives several consecutive years by cultivating productive client partnerships.
- Trained and mentored new sales representatives.
- Evaluated inventory and delivery needs and optimized strategies to meet customer demands.
- Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.]
- Increased sales by offering consultation on products and services and applying customer service and upselling techniques.
Education
Bachelor of Arts - Criminal Justice
University of Colorado Denver
Aurora, CO 08.2008 - 05.2012
Skills
Technical skills
Timeline
Complaints and Grievance Intake Coordinator
Oscar Health
11.2020 - Current
Risk Adjustment Outbound
Oscar Health
07.2020 - 11.2020
Care Guide
Oscar Health
08.2019 - 07.2020
Patient Financial Services Representative Senior ER Registration
Banner Health
12.2018 - 08.2019
Insurance Verifier
Banner Health
10.2017 - 12.2018
Registration
UnitedHealth Group
03.2017 - 10.2017
Scheduling Coordinator
National Jewish Health
12.2014 - 07.2016
Solutions Specialist
Verizon
04.2013 - 12.2014
Sales Representative
Nordstrom
07.2010 - 03.2013
Bachelor of Arts - Criminal Justice
University of Colorado Denver
08.2008 - 05.2012
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