Isis Akila Sanders
Gainwell Technologies
Jackson,MS
10
years of professional experience
Healthcare Operations and Government Program Support Professional with 7+ years of experience supporting Medicaid, Medicare Part D, medical billing, claims processing, and healthcare service operations. Strong background in project coordination, team leadership, compliance monitoring, data analysis, and process improvement within high‑volume environments. Adept at interpreting CPT/ICD‑9/10 codes, resolving billing discrepancies, analyzing account data, and supporting program performance for state and federal healthcare initiatives.
Work History
Healthcare Operations Team Leader –
4 Years 10 Months- Lead, motivate, and support a team of call center agents to meet daily performance goals.
- Track key performance indicators (KPIs), including call volume, average handle time, attendance, customer satisfaction, and quality scores.
- Provide one-on-one coaching, feedback, and ongoing training to improve agent performance and customer service skills.
- Conducted policy update briefings and ensured staff adherence are in healthcare regulatory requirements.
- Monitor calls/case interactions and documentation to ensure accuracy in Medicaid eligibility, claims inquiries, and provider/member support.
PT Shift Leader
2 Years 1 Month- Assist with register operations, cash transactions, and balancing registers according to company procedures.
- Trained and mentored new team members on store policies and procedures.
- Managed inventory levels, ensuring product availability and organization within stock areas.
- Assign and monitor daily tasks, including fitting room recovery, floor recovery, and stockroom organization.
- Oversee opening and closing procedures, maintain store organization, and ensure operational tasks are completed.
Retention Specialist - Account Review & Billing
2 Years 5 Months- Handle inbound calls from customers requesting to disconnect cable, internet, or other telecommunications services.
- Identified retention opportunities and recommended service packages based on customer needs.
- Meet retention, customer satisfaction, sales, and call-handling performance targets.
- Review and address billing disputes, explain charges, service history, and identify available discounts or promotional offers.
Billing Specialist - Medicare Part D(SilverScript)
2 Years 3 Months- Respond to customer questions regarding invoices, account balances, payments, and billing statements.
- Ensured adherence to CMS guidelines while maintaining detailed records of billing adjustments, payment activity, customer interaction, and resolutions.
- Research billing errors, investigate disputed charges, and process authorized corrections.
- Provide professional assistance through inbound and outbound calls, emails, or other communication channels.
Education
High School Diploma
Skills
• Medicaid/Medicare Program Support
• Medical Billing/Claims Processing
• CPT / ICD-9/10 Coding
• Healthcare compliance/Quality Assurance
• Operational reporting/KPI Tracking
• Project Coordination/Workingflow optimization
• Cross-Functional Collaboration
• Data Entry/Documentation Accuracy
• Leadership/Coaching/Staff Development
• Customer Issue Resolution/Account Management
• Microsoft Word/Excel/Outlook
Timeline
PT Shift Leader
Burlington
03.2024 - 04.2026Read More
Healthcare Operations Team Leader –
Gainwell Technologies
11.2021 - 09.2026Read More
Retention Specialist - Account Review & Billing
Comcast
05.2019 - 10.2021Read More
Billing Specialist - Medicare Part D(SilverScript)
Conduent
02.2017 - 05.2019Read More
Callaway High School
High School Diploma
Read More