Jennifer Hazeltine
Lafayette,N Y
Summary
Adept at enhancing customer relationships and streamlining billing processes, I leveraged my exceptional communication and problem-solving abilities at The Hartford to boost team efficiency and customer satisfaction. My expertise in quality assurance and staff training, coupled with a strong empathy, consistently improved operational workflows and service standards.
Overview
32
32
years of professional experience
Work History
Client Specialist
MedRisk
09.2023 - Current
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Developed strong relationships with key clients, resulting in increased revenue and repeat business.
- Acted as liaison between company''s technical staff and clients by translating complex product/service specifications into easily digestible formats for non-expert audiences to comprehend during sales pitches or consultation sessions held thereof via proa
- Assisted with special marketing projects by coordinating distribution of marketing mailers, contacting customers to explain new marketing campaigns.
- Maintained detailed records of all client interactions, transactions, and correspondence, ensuring easy retrieval of information when needed and promoting transparency in communication across the team.
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
- Interacted with team members across departments to research and resolve customer issues.
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
- Verified basic needs are being met, providing navigation assistance for various benefits and available services.
- Conducted regular follow-ups with clients to maintain communication and ensure their needs were met.
Medbill Auditor
Conduent
11.2010 - 09.2023
- Provided detailed documentation on audit findings, facilitating swift corrective action when necessary.
- Maintained confidentiality, handling sensitive information discreetly throughout all stages of the audit process.
- Ensured compliance with regulatory requirements by performing regular audits and staying up-to-date on industry standards.
- Streamlined audit processes, improving efficiency and reducing time spent on each audit engagement.
- Planned and executed follow-up audits at appropriate intervals.
- Followed established auditing processes to meet internal and regulatory requirements.
- Mentored junior auditors, sharing knowledge and best practices to foster their professional growth within the team.
- Increased internal control effectiveness through diligent evaluation of processes and providing recommendations for improvement.
- Performed observations and evaluated supporting documents to supplement audit findings.
- Conducted risk assessments to determine areas requiring increased focus during subsequent audits.
- Communicated with auditee staff to obtain necessary information for audits.
- Managed multiple concurrent audit engagements, prioritizing tasks to meet deadlines without compromising quality.
- Interpreted state and federal laws, accepted auditing principles and procedures and program standards to audited materials and data to detect non-compliance and facilitate recommendations.
- Facilitated training sessions for junior auditors, enhancing team proficiency and audit quality.
- Maintained up-to-date knowledge of industry regulations and standards, ensuring audit practices remained compliant.
Med Bill Trainer
The Hartford
03.2008 - 11.2010
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
- Promoted a culture of continuous learning by advocating for professional development opportunities.
- Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for staff members involved in these tasks.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
- Analyzed training data to identify trends and areas for improvement, leading to more targeted training efforts.
- Promoted culture of continuous improvement by initiating regular training feedback loops.
- Provided coaching and mentoring to employees.
Med Bill Team Leader
The Hartford
03.2005 - 03.2008
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Assisted in recruitment to build team of top performers.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
- Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Improved operational workflows, enabling team to handle increased workloads without compromising quality.
- Enhanced team productivity by implementing efficient task delegation and regular performance evaluations.
- Developed and executed training programs that significantly improved team skills and morale.
- Led by example, demonstrating commitment and professionalism that inspired team members to excel.
- Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
Med Bill Specialist
The Hartford
06.1996 - 03.2005
- Followed all company policies and procedures to deliver quality work.
- Optimized inventory management, minimizing waste and reducing costs.
- Led quality assurance efforts, maintaining high standards for all products and services.
- Enhanced customer satisfaction with timely and accurate issue resolution.
- Gathered, organized and input information into digital database.
- Collected, arranged, and input information into database system.
- Gathered information on multiple states rules and regulations to efficiently input billing into database system.
Front End Coordinator/Trainer
Tops Friendly Markets
06.1992 - 06.1996
- Successfully oversaw and handled all merchandising and maintenance for front end.
- Optimized store appearance, maintaining clean and inviting front-end displays to attract customers.
- Streamlined checkout processes for faster transactions and reduced wait times.
- Advised and trained new employees in job tasks, offering positive reinforcement.
- Managed customer returns efficiently and professionally, ensuring that company guidelines were followed while maintaining a high level of client satisfaction.
- Developed strong relationships with repeat customers, ensuring their needs were met consistently to encourage loyalty.
- Maintained open communication channels with management, reporting on daily progress and potential issues for resolution.
- Trained new employees on front-end systems, cash handling procedures, and proper customer service etiquette to promote consistency in the workplace experience for all customers.
- Improved customer satisfaction by efficiently managing front-end operations and addressing concerns promptly.
- Monitored cash registers regularly for accuracy, reducing discrepancies in financial records at the end of each shift.
- Resolved conflicts among team members professionally, promoting a harmonious work atmosphere.
- Provided expert service when greeting customers, answering phone calls and handling issues.
- Engaged customers by offering to help find needed merchandise.
- Reduced cashier errors by implementing comprehensive training programs and providing ongoing support.
- Stepped in to ring up customer purchases during very busy time periods or when store was short staffed.
- Coordinated staff schedules to ensure adequate coverage during peak hours, maximizing productivity.
- Increased overall efficiency by delegating tasks according to individual strengths and abilities.
- Monitored cash drawers in Number checkout stations to verify adequate cash supply.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
Education
Bachelor Of Fine Arts - Oil Painting And Photography
Munson Williams Proctor Fine Arts Institute
Utica, NY05.1996
High School Diploma - Arts Education
Westhill Highschool
Syracuse, NY06.1992
Skills
- Strong empathy
- Exceptional communication
- Problem-solving skills
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Customer service excellence
- Teamwork skills
- Team building
- Customer Relationship Management
- Information Gathering
- Professionalism
- Time management abilities
- Adaptability
- Quality Assurance
- Billing Procedures
- Emotional Intelligence
- Staff education and training
Timeline
Client Specialist
MedRisk
09.2023 - Current
Medbill Auditor
Conduent
11.2010 - 09.2023
Med Bill Trainer
The Hartford
03.2008 - 11.2010
Med Bill Team Leader
The Hartford
03.2005 - 03.2008
Med Bill Specialist
The Hartford
06.1996 - 03.2005
Front End Coordinator/Trainer
Tops Friendly Markets
06.1992 - 06.1996
Bachelor Of Fine Arts - Oil Painting And Photography
Munson Williams Proctor Fine Arts Institute
High School Diploma - Arts Education
Westhill Highschool
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