Jennifer Kunda
Carver,MN
Summary
Enthusiastic professional proficient in Customer Experience, Process Improvement and Quality Assurance through a career spent working with in various situations within business environments. Looking for a Compliance Specialist position that will bring continued success to an exemplary organization.
Overview
8
8
years of professional experience
Work History
Member Experience Associate Billing
Blue Cross Blue Shield MN
Eagan, MN
04.2023 - Current
- Ensured compliance with company guidelines and regulatory standards when dealing with customers' accounts or policies as evidence by routinely excellent audit scores in both Billing and COB.
- Researched relevant policy information to answer customer questions. Exceeded expectations by anticipating callers future needs and preventing future unnecessary call backs.
- Verified accuracy of customer data entered into the system and updated when needed.
- Collaborated with colleagues from other departments to resolve escalated customer issues.
- Facilitated payment processing for premium payment efficiently.
- Developed strong relationships with clients by providing exceptional customer service.
- Conducted follow-up calls to ensure satisfactory resolution of customer issues.
Contractor
Aston Carter
Eagan, MN
11.2022 - 04.2023
- Worked in Individual Billing and Medicare Billing at BCBS MN during this time.
- Built trusted partnerships through open and interactive communication to earn positive customer feedback.
- Researched relevant policy information to answer customer questions.
- Ensured compliance with company guidelines and regulatory standards when dealing with customers' accounts or policies.
- Verified accuracy of customer data entered into the system.
- Facilitated payment processing for premium payments and renewals.
- Assisted with resolving complex claims or billing disputes in a timely manner.
Quality Assurance Analyst
Advocate Aurora Health Care
Chicago, IL
10.2016 - 01.2020
- Communicated regularly with management to discuss quality trends.
- Conducted internal audits to measure adherence to established QA standards. Completed three audits weekly per agent for 40-50 agents. Often completed assignment early.
- Used quality monitoring system to compile and track individual and team performance and communicated with the assigned supervisor monthly of trends.
- Trained and led staff on proper QA standards by completing New Hire Orientation introduction to the quality team and assisted on the floor during EPIC system implementation.
- Streamlined processes, increasing efficiency and consistency to support quality initiatives by increasing scheduling accuracy for Advocate Clinic at Walgreens by 75% and increasing patient satisfaction scores by 30%.
- Utilized client satisfaction surveys to improve service quality.
- Recommended improvements to systems and procedures for increased productivity.
Education
Associate of Science - Registered Nursing
Moorpark College
Moorpark, CA05-2006
High School Diploma -
Newbury Park High School
Newbury Park, CA06-2000
Skills
- Proficient in Microsoft Office Suite
- Six Sigma Lean for Healthcare Knowledge
- Collaboration and communication
- Mentoring and training
- Quality Assurance
- SharePoint
- Project Management
- Quality processes
- Root Cause Analysis
- Data Analysis
- Customer Experience
- Customer Service
Timeline
Member Experience Associate Billing
Blue Cross Blue Shield MN
04.2023 - Current
Contractor
Aston Carter
11.2022 - 04.2023
Quality Assurance Analyst
Advocate Aurora Health Care
10.2016 - 01.2020
Associate of Science - Registered Nursing
Moorpark College
High School Diploma -
Newbury Park High School
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