Kaitlin Bridges-Cooper
Eau Claire,United States
Summary
Compassionate issue resolution motivated to positively impact program operations and participant success with diligent support. Well-trained in Billing and Enrollment with dedication to continuously enhancing strategies and optimizing assistance. Highly organized and hardworking with strong attention to detail.
Overview
17
17
years of professional experience
Work History
Senior Enrollment Eligibility Rep
United Healthcare
Eau Claire, WI
07.2022 - Current
- Participated in new hire training and development tasks.
- Answered various questions from processors related to CTM RPRs, RPRs, EWD, VIEW and TRRs.
- Updated Process Instructions in a timely manor.
- Processed items out of VIEW, ERS and EWD.
- Worked closely with Offshore on the Cancellation and Disenrollment Automation project.
- Maintained positive working relationship with fellow staff and management.
- Answered questions regarding program requirements, policies and procedures.
- Responded to escalated issues via email in a timely manor.
- Understood and followed oral and written directions.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
Senior State Relations Rep
United Health Care
Eau Claire, Wisconsin
05.2021 - 07.2022
- Takes responsibility for and drives issues resolution, escalating when appropriate and communicating effectively within 48 hours.
- Perform deep dive analysis to identify root cause failures and develop remediation action plans for escalated member issues.
- Collaborate with business partners to resolve issues impacting members.
- Act as the point of contact for escalated member issues, providing end to end service, including incident identification, and understanding, and following up with remediating action plans.
- Present slides in JOC calls for monthly numbers.
- Work closely with IRT on new state DSNP implementation.
- Formate reports for the DSNP team to process.
- Updated members account in CSP Facets.
- Work cross-functionally across the organization.
- Ability to multitask and use time management skills via daily assignments and/or multiple projects simultaneously.
- Format Excel and Word documents for teams to process.
- Maintained schedule of class assignments to meet deadlines.
- Understood and followed oral and written directions.
- Assisted with customer requests and answered questions to improve satisfaction.
- Planned and completed group projects, working smoothly with others.
- Worked with cross-functional teams to achieve goals.
- Completed day-to-day duties accurately and efficiently.
Associate Billing Rep
United Health Care
Eau Claire, Wisconsin
06.2019 - 05.2021
- Process and complete Enrollment related documents that come in through VIEW which include: AUX, ARF, COB HUD, Changes and Disenrollment's
- Process CTM and RPR's in a timely fashion
- Process EWD items in a timely fashion
- Work our Not B&E project to locate members in GPS that others are unable to locate
- Lead several different trainings for the team
- Lead DPMC inspections after training has concluded
- Update various PI's
- Work off spreadsheets to drive down the CSNP percentage
- Take on extra projects and reports that are assigned to me by my supervisor
- Answer various questions from different processors.
Operational Trainer
United Health Care
Eau Claire, Wisconsin
09.2016 - 05.2019
- Train new hire classes to process and complete dental claims
- Up-train call center agents to process dental claims
- Act as the new hire's supervisor during training
- Lead after class support for new hires
- Created dental material to use for dental classes
- Updated and created PI's and processing documents
- Enter weekly metrics for training classes
- Lead weekly debriefs meetings
- Lead calibration meets, week zero meetings and negative week one meetings
- Specialty benefits gate keeper
- Complete computer verification for all training room computers
- Take on extra projects that are assigned to me by my supervisor
- Help with the AEP job fair
- Take candidates to the assessment room, have them complete the assessment, give them an overview of their job role and then lead them to their interview room
- Joined the LEET team in 2015
- Help the LEET team with community events
- Start team events within the training team
- Work with design to help update the dental material
- Create spreadsheets used for dental classes using Microsoft Excel
- Create power points for dental classes using Microsoft power point.
Specialty Benefit Claims Rep
United Health Care
Eau Claire, Wisconsin
06.2015 - 09.2016
- Process and complete Dental claims
- Received up training in different work ques
- OJT/coach for the 06/06/2016 Dental training class
- Took on extra projects that are assigned to me by my supervisor and SME
- (NY AG project) Joined the LEET team
- Help the LEET team with community events
- Start team events within the Dental team
- Take on extra tasks that are assigned by my supervisor
- Put together our team Holiday potlucks
- Take work direction and pay attention to what I am processing
- Update the SME's on document updates
- Work closely with the SME team to provide feedback on the dental SOP's.
Resident Care Assistant
CARE PARTNERS ASSISTED LIVING
Eau Claire, Wisconsin
12.2013 - 06.2015
- Administer bedside or personal care, such as ambulation or personal hygiene assistance
- Prepare and maintain records of resident progress and services performed, reporting changes in resident condition to manager or supervisor
- Perform housekeeping duties, such as cooking, cleaning, washing clothes or dishes
- Perform healthcare-related tasks, such as monitoring vital signs and medication, under the direction of registered nurses or physiotherapists
- Paperwork, faxing, coping, answering the phones, and check in medications.
Resident Care Assistant
OUR HOUSE SENIOR LIVING/MEMORY CARE EAU CLAIRE WISCONSIN
Eau Claire, Wisconsin
03.2013 - 12.2013
- Administer bedside or personal care, such as ambulation or personal hygiene assistance
- Prepare and maintain records of resident progress and services performed, reporting changes in resident condition to manager or supervisor
- Perform housekeeping duties, such as cooking, cleaning, washing clothes or dishes
- Perform healthcare-related tasks, such as monitoring vital signs and medication, under the direction of registered nurses or physiotherapists
- Paperwork, faxing, coping, answering the phones, and check in medications.
Resident Assistant
HERITAGE COURT ASSISTED LIVING HOME EAU CLAIRE WISCONSIN
Eau Claire, Wisconsin
05.2012 - 03.2013
- Administer bedside or personal care, such as ambulation or personal hygiene assistance
- Prepare and maintain records of resident progress and services performed, reporting changes in resident condition to manager or supervisor
- Perform housekeeping duties, such as cooking, cleaning, washing clothes or dishes, or running errands
- Care for individuals or families during periods of incapacitation, family disruption, or convalescence, providing companionship, personal care, or help in adjusting to new lifestyles
- Perform healthcare-related tasks, such as monitoring vital signs and medication, under the direction of registered nurses or physiotherapists
- Transport clients to locations outside the home, such as to physicians' offices or on outings, using a motor vehicle
- Instruct or advise clients on issues such as household cleanliness, utilities, hygiene, nutrition, or infant care
- Paperwork, answering the phones, Microsoft Office work, I am able to check in the MARS, order medication, speak with the nurses.
Cashier/Deli Clerk
FESTIVAL FOODS EAU CLAIRE WISCONSIN UNITED STATES
Eau Claire, Wisconsin
11.2006 - 11.2011
- Handling money and coupons, helping customers find what they are shopping for, customer service work, paperwork, answering the phones, cutting meat and cheese for customers, making, and prepping salads, making and prepping hot foods, helping my boss with everyday business needs, cleaning the counters and food prep areas.
Education
Bachelor's degree in Business Administration and Human Resources -
SOUTHERN NEW HAMPSHIRE UNIVERSITY
09.2021
High School Diploma -
NORTH HIGH SCHOOL EAU CLAIRE WISCONSIN UNITED STATES
06.2009
Skills
- Experience navigating multiple programs and learning new and complex computer system applications
- Think outside the box and focus on achieving the right outcome
- Ability to work independently and collaborate with others
- Take accountability for any follow - up work
- Effective Communication Skills
- Knowledgeable in GPS, CSP Facets, EWD, ERS, VIEW and COMPAS
- Documentation and Paperwork
- Hard worker and always willing to take on new tasks
- Insurance Knowledge
- Policy Interpretation
- Confidentiality
- Proficiency in Microsoft
- Documentation and Reporting
- Medicaid Knowledge
- Public Assistance Programs
Timeline
Senior Enrollment Eligibility Rep
United Healthcare
07.2022 - Current
Senior State Relations Rep
United Health Care
05.2021 - 07.2022
Associate Billing Rep
United Health Care
06.2019 - 05.2021
Operational Trainer
United Health Care
09.2016 - 05.2019
Specialty Benefit Claims Rep
United Health Care
06.2015 - 09.2016
Resident Care Assistant
CARE PARTNERS ASSISTED LIVING
12.2013 - 06.2015
Resident Care Assistant
OUR HOUSE SENIOR LIVING/MEMORY CARE EAU CLAIRE WISCONSIN
03.2013 - 12.2013
Resident Assistant
HERITAGE COURT ASSISTED LIVING HOME EAU CLAIRE WISCONSIN
05.2012 - 03.2013
Cashier/Deli Clerk
FESTIVAL FOODS EAU CLAIRE WISCONSIN UNITED STATES
11.2006 - 11.2011
Bachelor's degree in Business Administration and Human Resources -
SOUTHERN NEW HAMPSHIRE UNIVERSITY
High School Diploma -
NORTH HIGH SCHOOL EAU CLAIRE WISCONSIN UNITED STATES
Similar Profiles
Stefanie FlaugherStefanie Flaugher
Complex Customer Care Senior Representative at United HealthcareComplex Customer Care Senior Representative at United Healthcare
TyJanae SmithTyJanae Smith
Outbound Call Center Representative at United HealthcareOutbound Call Center Representative at United Healthcare
Matt HeesackerMatt Heesacker
National Direct of Sales/Strategy EAlliance at United HealthcareNational Direct of Sales/Strategy EAlliance at United Healthcare
Amor DaniellAmor Daniell
Consumer Resolutions Advocate- at United HealthcareConsumer Resolutions Advocate- at United Healthcare
Cade SchaveCade Schave
PT Local Sort Supervisor at UPSPT Local Sort Supervisor at UPS