Jennifer Miller
Saint Louis,MO
Summary
Dynamic training assistant adept at fostering collaboration and continuous learning. Skilled in monitoring employee progress and developing tailored training programs, contributing to improved performance outcomes and team efficiency.
Overview
29
29
years of professional experience
Work History
Training Assistant
Cigna
Saint Louis, MO
06.1997 - 05.2026
- Facilitated continuous learning sessions such as PHI (protected health information) with the Validation Process, Quoting Complete Benefits, Closing the Call/Chat to name a few of them.
- Collaborated with the trainer on the Proclaim Chat team for three months to train the Philippines class.
- Monitored employee progress in Verint during the team's on the job (OTJ) two week period and identified areas for improvement using the Knowledge Exchange article.
- Developed customized learning plans to address individual performance gaps, elevating overall team productivity levels.
Customer Service Representative
Cigna
Saint Louis, MO
01.2007 - 01.2017
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
Eligibility Analyst
Cigna
Saint Louis, MO
06.1997 - 12.2006
- Provided excellent customer service to the client regarding their manual eligibility updates on the medical and pharmacy line of business.
- Resolved discrepancies with client applications to verify eligibility.
- Collaborated with cross-functional teams to streamline processes and enhance operational efficiency.
- Developed training materials for new analysts, fostering a culture of knowledge sharing and continuous improvement.
- Served as a knowledgeable resource for junior analysts, providing guidance on difficult cases or complex regulations when needed.
Education
Associate of Science - Business Administration
Meramec Community College
Saint Louis, MOSkills
- Coordinating workshops
- Teamwork and collaboration
- Training material development
- Training facilitation
- Feedback analysis
Timeline
Customer Service Representative
Cigna
01.2007 - 01.2017
Training Assistant
Cigna
06.1997 - 05.2026
Eligibility Analyst
Cigna
06.1997 - 12.2006
Associate of Science - Business Administration
Meramec Community College