Hi, I’m
JANELLE STEFFENSRUD
Vacaville,CA
Summary
With over 20 years of experience in government contract managed care, I bring a strong background in field support and a track record of delivering exceptional customer service while maintaining up-to-date technical knowledge. Seeking a fulfilling position that offers growth opportunities and allows utilization of leadership skills and extensive experience.
Overview
20
years of professional experience
Work History
Health Net Federal Services
Field Support Specialist TRICARE Liaison
05.2020 - 01.2025
Job overview
- Acts as a bridge between TRICARE beneficiaries and Health Care Providers, ensuring smooth navigation of the healthcare system and addressing beneficiary needs.
- Works directly with the Military Treatment facility addressing any and all questions related to TRICARE Beneficiaries : including referrals, providers, claims, eligibility, optimization and capability of services within the Military Treatment Facility.
- Provide information, guidance, and support related to TRICARE benefits, services, and procedures.
- Organize, prepare and lead meetings with the Military Treatment Facilities, Providers and other department's within the TRICARE organization to identify and develop action plans to address and improve performance related to patient and customer care.
- Assist beneficiaries in understanding their rights and responsibilities within the TRICARE program, address concerns and complaints related to TRICARE services.
- Collaborated with cross-functional teams to streamline processes, resulting in improved service quality.
- Enhanced system performance for multiple clients by conducting routine maintenance and troubleshooting tasks.
- Serve as a point of contact for healthcare providers regarding TRICARE policies and procedures.
- Provide education and training to providers on TRICARE-related topics.
- Facilitate communication and collaboration between Military Treatment Facility, TRICARE beneficiaries and healthcare providers.
- Maintain accurate records of interactions and inquiries.
- Prepare reports and documentation related to TRICARE services.
- Developed and implemented strategies to maximize customer satisfaction.
- Established lasting relationships with key clients through a combination of reliable support services and proactive issue resolution strategies.
HEALTHNET FEDERAL SERVICES
Operations Supervisor
05.2018 - 05.2020
Job overview
- Provides direct supervision to entry and/or processing staff and provides hiring, training, evaluation, development and performance management, providing mentorship and coaching.; ranging from 8-80 employees; depending on the day.
- Handles escalated calls and issues
- Monitors and directs workflow to ensure timely and accurate processing to meet organizational objectives and contractual requirements
- Works to ensure the development of policies and procedures to improve efficiencies and to support new contracts or programs by monitoring reports, assigning resources as required, analyzing processes and making recommendations for process improvement
- Makes adjustments to processes and procedures as necessary and/or as required for process control and production effectiveness
- Works to complete special projects as required
- Interfaces with internal staff at all levels, field personnel, staff from other contractors and customers
- Represents department with efforts to promote relationships and maintains relationships with other department to collaborate on issues and ensure optimum customer satisfaction
- Handles administrative issues (associate issue, disciplinary matters, timekeeping scheduling) to include corrective action and termination
- Managing time off requests leaves, and disability issues as a day to day job function ranging from 8-30 employees
- Required to work outside of normally scheduled hours as mandated by the client, project and/or workload
- Constant amount of time spent working in a loud office environment with frequent interruptions/distractions, although still required to maintain established work pace, meet deadlines, with last minute urgent requests
- Oversaw daily operations of the department, approximately ranging from 8-80 associates on any given day, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Completed bi-weekly payroll ranging from 8-30 employees.
HEALTH NET FEDERAL SERVICES
Intake Representative I, II & III
10.2004 - 05.2018
Job overview
- Responsibilities include assisting the medical needs of all TRICARE Beneficiaries through the Right of First Refusal (ROFR) process
- This includes researching beneficiary eligibility, medical history, medical coverage, beneficiary demographics and Military Treatment Facility capabilities all within contractual standards
- Leads and serves as a key resource in the daily processes to ensure contractual standards are met, ensures workload is balanced among staff, and responds to difficult/advanced inquiries from field staff and other departments
- Addresses and responds to all urgent development questions; finding or making a determination so the Intake Representative can finalize the request for authorization/referral
- Trains and orients new associate and serve as a mentor/preceptor, delivering training as needed to associates
- Audits team production and monitors quality standards
- Have the ability to communicate effectively with all levels of staff and management as well as customers
- Assists with data entry work during peak performance periods, and as needed, analyzes system issues and makes recommendations for process improvements
KAISER PERMANENTE HOSPITAL
Customer Service Representative
12.2003 - 10.2004
Job overview
- Provided timely telephone access to member care services
- Obtain by telephone and enter in computer, member information in order to transfer as necessary to advise nurse
- Book appointments and Health Education Classes
- Obtain medical advice, send message to care provider
- Supply test results information
- Give general facility directions
TRAVIS CREDIT UNION
Customer Service Representative
04.2000 - 12.2003
Job overview
- For approximately one year as a Bank Teller responsibilities consisted of assisting customers with balance information, transfers, monetary services such as teller checks, money orders, cashier checks., and requests for savings bonds along with assisting cash withdrawals and deposits
- Operated the Drive Through Service, handling two lanes with capability of balancing cash drawer each day
- I was a customer telephone representative for two years providing similar services to the members by telephone as I did in the Branch
- In Both positions I addressed any questions of concerns that the members may have had along with providing excellent customer service
- Also in both positions I was responsible for promoting bank services
Education
Vanden High SchoolFairfield, CA
High School Diploma
06.1999
Consumes Community CollegeSacramento, CA
from General Studies
Solano Community CollegeFairfield, CA
from General Studies
American River CollegeSacramento, CA
from General Studies
Napa Valley Community CollegeNapa, CA
from General Studies
Skills
- Efficient Typing Skills: 40 WPM
- Terminology Knowledge in Medicine
- Customer Support Expertise
- Windows Operating System
- Microsoft Operating Systems
- Collaborative Problem Solving
- Process improvement
- Strategic Visionary
- Communication
- Team Building
- Supervisory skills
- Team Leadership
Timeline
Field Support Specialist TRICARE Liaison
Health Net Federal Services
05.2020 - 01.2025
Operations Supervisor
HEALTHNET FEDERAL SERVICES
05.2018 - 05.2020
Intake Representative I, II & III
HEALTH NET FEDERAL SERVICES
10.2004 - 05.2018
Customer Service Representative
KAISER PERMANENTE HOSPITAL
12.2003 - 10.2004
Customer Service Representative
TRAVIS CREDIT UNION
04.2000 - 12.2003
Vanden High School
High School Diploma
Consumes Community College
from General Studies
Solano Community College
from General Studies
American River College
from General Studies
Napa Valley Community College
from General Studies
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