Justine Kane
Healthfirst Management Services
Palm Bay,USA
14
years of professional experience
Proven leader with over 10 years of supervisory experience, adept in regulatory compliance and team collaboration. Excelled in enhancing customer satisfaction and operational efficiencies through effective problem resolution and staff training. Skilled in Microsoft Office and fostering strong customer relations, consistently achieving significant improvements in customer experience.
Work History
Outreach Advocate
1 Year 4 Months- Coordinated member services, appointment scheduling, and care coordination to enhance timely access to healthcare services.
- Manage multiple outreach campaigns to improve member engagement, care coordination, and case resolution.
- Conducted outbound outreach to follow up on open cases, assisted members with healthcare needs, answered benefit questions, and connected members with appropriate resources to improve overall member support.
- Collaborate with healthcare providers, case managers, and internal departments to resolve service issues and improve the member experience.
- Research and resolve complex claims, prior authorizations, appeals, billing, and eligibility issues while providing accurate and compassionate member support.
- Collaborated with healthcare providers, case managers, and internal departments to resolve service issues and enhance overall member experience.
- Assist with onboarding and training new team members by providing guidance on workflows, systems, and best practices.
- Handle a high-volume workload while consistently meeting productivity, quality, and customer service expectations.
Supervisor
2 Years- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Improved customer satisfaction by promptly addressing and resolving issues.
- Utilized telephone, online chat, and email to deliver outstanding customer service.
- Built rapport with customers by consistently delivering excellent service.
- Contributed to cross-functional teams to tackle complex problems and refine customer experience strategies.
- Worked with team members to foster a positive work environment and enhance customer experience.
- Worked remotely to support customer inquiries
Supervisor
1 Year 6 Months- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, to meet customers' needs.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Enhanced customer satisfaction through timely responses to inquiries and effective problem-solving.
- Delivered a quick resolution to the customers through multi-channels partnerships.
- Communicate new and existing product offerings relevant to the customer.
- Monitored workflow to optimize employee time management and streamline productivity.
- Maintained compliance with company policies, objectives, and communication goals.
- Worked remotely to support team collaboration and communication.
Supervisor
5 Years 6 Months- Proactively identified opportunities to increase efficiencies to provide one call resolutions.
- Identified and implemented strategies for one-call resolutions, enhancing overall efficiency.
- Managed business forgiveness loans and provided resolutions on reapplications.
- Developed and executed tailored payment plans that aligned client and bank requirements.
- Trained new team members on process flow to create resiliency amongst the team.
- Created and implemented unique payment plans to meet client and bank needs.
- Facilitated weekly performance review meetings to ensure accuracy within the team.
- Worked remotely to support client needs
Client Onboarding Specialist
3 Years 2 Months- Managed implementation of Commercial Banking products for both new and existing clients.
- Coordinated with internal teams to resolve client escalations and issues promptly.
- Developed strong client relationships through consistent communication and attentive service.
- Enhanced customer satisfaction through proactive problem-solving and effective complaint resolution.
- Followed all company policies and procedures to deliver quality work.
- Designed motivational contests to improve team engagement and address process gaps.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Worked remotely to support team objectives and client needs.
Education
Certificate - Business Administration
- Remote
- Expected in 01/2028
Skills
Regulatory Compliance
Problem Resolution
Conflict Resolution
Account Management
Product Knowledge
Computer Skills
Microsoft Office
Supervisory experience
Leadership qualities
Team Training
Supervisory experience
De-Escalation Techniques
Accomplishments
- June 2024-Graduated the SALI program (Service Advisor Leadership Initiative). SALI is a program designated to help develop talented people that are interested in leadership roles. The program provides training for professional leadership skills-networking-team management-time management-multitasking. The program also provides time with inspirational leaders and an opportunity to showcase your strengths and propel you to your fullest potential to be successful.
- Supervised team of 9 staff members.
- Coached peers on areas of improvement to achieve better results.
- Worked closely with department managers and operational managers on multiple topics.
- Strategic thinking
- Presentation training
Timeline
Outreach Advocate
Healthfirst Management Services
04.2025 - CurrentRead More
Supervisor
U.S. Bank
04.2023 - 04.2025Read More
Supervisor
American Express, AMEX
10.2021 - 04.2023Read More
Supervisor
JPMorgan Chase
04.2016 - 10.2021Read More
Client Onboarding Specialist
JPMorgan Chase
02.2013 - 04.2016Read More
Penn Foster
Certificate from Business Administration
Read More