Holley Cleary

•Conduct an average of 200-300 cold calls daily to members of major health insurance plans such as Humana, Blue Cross Blue Shield, and United Healthcare.

•Successfully scheduled in-home health evaluations by effectively communicating the benefits and value of the service, achieving a 40%+ appointment conversion rate.

•Developed strong negotiation and persuasion skills, resulting in improved customer engagement and satisfaction.

•Maintained accurate records of calls and appointments in the CRM system to ensure efficient follow-up and data management.

•Collaborated with team members to share best practices and strategies, contributing to a 15% increase in overall team performance.

• Answered inbound calls from patients, doctor's offices, and insurance carriers
• Initiated payment plans for patients with outstanding balances
• Utilized multiple resources to resolve patient inquiries
• Maintained performance goals while implementing HIPPA
• Educated members about their benefits and covered procedures
• Filed grievances for customers with negative experiences
• Resolved claims disputes, requests for clarification, and appeals in an efficient and timely manner

• Developed relationships with over 100 new staff members, and assisted many existing staff members in their career development
• Trained store personnel on the company's products, services, customer service, and appreciation
• Managed a team of 16 sales representatives at 11 different locations across 2 states
• Designed and implemented a lesson plan to teach data mining

• Made outbound calls to patients, doctor's offices, and insurance carriers
• Initiated payment plans for patients with outstanding balances
• Documented call outcomes in real-time
• Answered patient inquiries and resolved issues efficiently
• Adapted to a structured training program to become proficient in processes
• Handled angry and frustrated callers with professionalism and empathy