Geren Sweat
Dallas,TX
Summary
Healthcare and Hospital system communication specialist with Administrative , Call Center, and Customer Advocate Experience. Strongest points include Maintaining Call control, deescalating calls, and providing quality assurance while monitoring calls. High level of energy in a fast work place environment. Broad range of knowledge for pharmaceutical companies, mail order pharmacies, health care and health insurance processes and policies.
Professional with strong background in customer relations and conflict resolution. Skilled in problem-solving, communication, and managing high-stress situations. Known for fostering team collaboration and adapting to changing needs. Consistently achieves results through strategic thinking and effective escalation management.
Overview
15
15
years of professional experience
Work History
Care Navigation- Escalation Specialist
Baylor Scott & White Hospital
03.2021 - Current
- Work collaboratively with providers, clinical staff, and other departments to ensure that patient needs are met.
- Routine inbound and outbound phone calls, emails, and electronic requests.
- Document all customer contacts, and accurately process various documents.
- Assist members through virtual chat with navigation of care.
- Handle escalation emails and requests.
- Project Facilitation
Senior Business Support Specialist
Parkland Health & Hospital System
06.2018 - 03.2021
- Radiology Admin Duties, Scheduling, and Resolution.
- Scheduling Radiology Appointments.
- Inbound/Outbound calls.
- Reminder Calls for Appointments.
Patient Access 3
EGS- Memorial Hermann Health Solutions
05.2015 - 06.2018
- MHHS Insurance Customer Service.
- Quote benefits.
- Process, adjust, and file claims.
- General customer service for providers and members.
Escalation Supervisor
Connexions- Optum Rx (UnitedHealth Group)
10.2010 - 05.2015
- United Healthcare Members' mail-order pharmacy
- Refilled medications, tracking orders, and faxing doctors.
- (Oct 2010) - (name changed to Optum Rx in May 2011).
- Promoted to Escalations Supervisor, May 2011.
- Inbound call center, Quality Assurance.
- United Healthcare Members' mail-order pharmacy
- Handled all escalated calls, de-escalation, and critical care team.
- Handled claims on returned, lost, or stolen prescriptions.
Education
Diploma -
Skyline High School
Associate's Degree - undefined
Avalon Health Academy of Houston
Certification - undefined
Health First Course
Skills
- -Certified Trainer
- -Certified Quality Assurance Analysts
- -Health First Certified
- -Administration
- -Microsoft Office, Oracle, EPIC, Citrix, Cisco, Avaya, Calabrio
- -Kronos Coordinator
- De-escalation techniques
- Goal setting and achievement
- Teamwork and collaboration
- Customer service
- Time management
- Excellent communication
Accomplishments
- I was promoted from lead to supervisor within my first 6 months on the job. Lead a team of 21 agents and was #1 on the metric chart for 6 weeks straight. I lead my team in overall satisfaction in Escalated Calls taken in a 30 day time frame by a single supervisor, all while maintaining a low call handle time.
Timeline
Care Navigation- Escalation Specialist
Baylor Scott & White Hospital
03.2021 - Current
Senior Business Support Specialist
Parkland Health & Hospital System
06.2018 - 03.2021
Patient Access 3
EGS- Memorial Hermann Health Solutions
05.2015 - 06.2018
Escalation Supervisor
Connexions- Optum Rx (UnitedHealth Group)
10.2010 - 05.2015
Associate's Degree - undefined
Avalon Health Academy of Houston
Certification - undefined
Health First Course
Diploma -
Skyline High School