Katana Scannell
Better Life Partners
Old Town
5
years of professional experience
Customer Service Representative with 10 years experience in member services and customer support. Ensured high levels of member satisfaction through effective communication and problem-solving skills. Demonstrates teamwork and adaptability to meet evolving member needs.
Work History
Member Service Associate/Trainer
1 Year 7 Months- Conducted training for new employees on company policy, HIPAA compliance, internal procedures, and proprietary systems to enhance onboarding effectiveness
- Handled member communications through calls, texts, and emails, processed incoming faxes, and resolved internal tickets from medical providers and mental health counselors.
- Scheduled and organized meetings for team members and stakeholders. for members, supporting Providers and Counselors by marking attendance and updating member information
Patient Service Representative/Trainer
1 Year 10 Months- Answered more than 70 patients' calls on a daily average, providing personalized assistance consisting of documenting symptoms in detail, refilling medications and rescheduling appointments
- Collaborated with clinical team to provide patients with emergency medical advising.
- Relayed all information in a HIPAA-compliant manner utilizing EPIC, Cisco Finesse and Cisco Jabber
- Organized and updated patient information in compliance with legal standards and insurance requirements
- Trained incoming employees on work policy, legal compliance and kind tone to use with patients, as well as system-specific guidance.
Customer Service Advisor
1 Year 4 Months- Managed email, text, and telephone complaints and requests from 80+ customers daily using Gladly to enhance customer experience
- Handled customer returns and complaints with patience, identifying resolutions to maintain high customer satisfaction levels
- Maintained in-depth product knowledge to educate customers on choices, assist with styling, and facilitate purchases through various communication channels
Education
Bachelor of Science - Social Work
Associates Degree - Communication Design
- Graduated Magna Cum Laude
- GPA: 3.8
Skills
Customer service
Patience and composure
HIPAA compliance
Goal-oriented mindset
Data entry proficiency
Timeline
Member Service Associate/Trainer
Better Life Partners
01.2025 - CurrentRead More
Patient Service Representative/Trainer
St. Joseph Health
02.2023 - 12.2024Read More
Customer Service Advisor
Warby Parker
08.2021 - 12.2022Read More
University of Maine
Bachelor of Science from Social Work
Read More
Central Virginia Community College
Associates Degree from Communication Design
Read More