Kara Brown

Tigard

Summary

Naturally caring and compassionate... Hospitable, presentable, and hardworking team player...Passionate about community with a keen sense of and connectivity to people from all walks of life... Focused on making sure every guest is served to the highest possible standards by having an outgoing, polite, and professional attitude... Patient demeanor with demonstrated success in building rapport and strong relationships with customers, co-workers, and management alike... Flexible and dependable...

Overview

years of professional experience

years of post-secondary education

Work History

Customer Care Coordinator

Providence

01.2023 - Current

Support multiple regions and with a primary purpose to provide Health Plan customers with outstanding, seamless service in a call center-based team environment.
Responsible for the first line of communication with a variety of customers, including existing and potential members, providers, internal departments, and employers.
Provide detailed benefit quotes, eligibility, and premium information on a broad portfolio of products.
Assist members in selecting medical homes and primary care physicians.
Educate members and providers in the appropriate use of health plan and clinic services.
Research and respond to claims and authorization inquiries with knowledge of complex custom networks, and ability to resolve customer issues and concerns.

Customer Care Representative

Cambia Health

01.2022 - 01.2023

Explain benefits, rules of eligibility and claims payment procedures, pre-authorizations, medical review and referrals, and grievance/appeal procedures to callers to ensure that benefits, policies, and procedures are understood.
Quickly and accurately assess provider and member inquiries and requirements by establishing a rapport to understand service needs. Identify errors promptly and determine corrective steps may be taken to resolve errors.
Maintain confidentiality and sensitivity in all aspects of internal and external contacts.
Handle high volume of calls daily; prioritize follow-through and document/log inquiries and actions taken during phone calls.
Maintain files/records of constantly evolving information regarding benefits/internal processes including company-wide internal policies and benefit updates for new or existing business.

Flight Attendant

American Airlines

08.1998 - 11.2021

Ensured passenger safety through thorough pre-flight and in-flight checks of emergency equipment.
Delivered exceptional customer service by addressing passenger needs and resolving in-flight issues promptly.
Collaborated with crew members to maintain efficient cabin operations during boarding and deplaning processes.
Conducted safety demonstrations and briefings, enhancing passenger understanding of emergency protocols.

CNA

Masconomet Healthcare and rehab

Topsfield

12.2011 - 04.2013

Assisted residents with daily living activities and personal care needs.
Monitored vital signs and reported changes to nursing staff promptly.
Maintained a clean and safe environment for all residents and staff.

Education

University of New Hampshire

08.1990 - 06.1994

Skills

WPM: 65
Highly skilled in customer service
Communicate effectively
Proficient in multitasking
Self-motivated
Microsoft Office/Word proficient
Human resources
Administrative skills
Management skills
Possess a strong desire to succeed and meet goals
Problem solving
Excellent oral and written communication
Organized, diligent and tenacious
Benefit quotes
Claims processing
Customer education
Eligibility verification
Data entry
Customer relationship management

Conflict resolution
Call center operations
Effective communication
Attention to detail
Team collaboration
Active listening
Time management
Team building
Cross-functional coordination
Inter-department collaboration
Customer relations
Inbound customer service
First call resolution
Schedule management
Research and due diligence
Strong organization
Escalation management
Strong leadership

Personal Information

Timeline