Katherine Elliott
Houston ,TX
Summary
Highly motivated professional demonstrates ability to develop and implement successful plans of action to address individual needs. Possesses strong problem-solving skills to reduce barriers. Committed to helping individuals and families. I have over 10 years of experience in call center, claims billing support, healthcare navigation, escalations, SLA's and Workforce Management.
Overview
11
11
years of professional experience
Work History
Health Navigator Team Lead - Remote
Consumer Medical
10.2019 - Current
- Achieved average of 99% of CSAT goal each quarter for department and maintained 98% customer survey rating.
- Resolve 40+ daily customer inquiries for video, technical and non-technical issues via phone, live chat and email channels.
- Managed inbound call queues and tickets from clients to resolutions for PIN replacements, fraudulent transactions, dispatch requests, troubleshooting and problem escalation.
- Provide performance feedback to agents regarding call time, escalation rates, hold times, customer rapport and phone behavior.
- Provides customer support by phone, email, or instant message to consumers. Serves as primary contact for inbound customer issues.
- Identifies areas of potential impact during enrollment process and communicates that to appropriate resource.
- Provides web navigation and troubleshooting via chat on patient facing web site.
- Trained new hires and transitioning team members across multiple business units each quarter to promote cross-collaboration and skill sets.
- Committed to removing all barriers by identifying critical resources and helping to navigate healthcare services and systems.
Billing/Training Lead
SpectraCell Laboratories
04.2016 - 10.2019
- Processed Medical claims and audits.
- Escalated and managed customer issues related to account records, data input, access levels.
- Takes direction from Billing Manager as necessary to maintain efficient office activities.
- Managed over 50 calls per day
- Perform general administrative support work such as running reports, copying, filing faxing and providing reports from G-Suite, Excel and Salesforce.
- Answer escalated billing related question
- Monitor payments due from clients and promptly contacted clients with past due payments.
- Supervised team of 10 agents responsible for resolving account issues (account access, troubleshooting, transaction refunds) via chat support, phone support and email support.
- Coordinated training for new hires to impart information about company policies, requirements and performance strategies
Participant Services Representative
CONEXIS
05.2013 - 06.2015
- Assisted participants with questions related to their Flexible Spending Account, Transit Account, COBRA and/or Direct Billing accounts
- Acted as liaison for Kaiser Permanente in assisting participants with inquiries regarding their Healthcare Exchange plans. Communicates clearly and professionally with account management, or required departments, via case documentation, to resolve participant issues
- Gathered and verified all required customer information for tracking purposes
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly
- Managed over Fifty customer calls per day.
Education
Medical Office Administration -
Richland College
Richardson, TX08.2008
High School Diploma -
South Garland High School
Garland, TX05.2003
Skills
- Service Level Agreements
- Payment XP
- Senior Leadership Support
- Quality Assurance Controls
- Call/Email/Chat Triaging
- Contact Center
- CRM
- Sales Force
- WFM
- Microsoft Office Suite
- SAP/Workday
- Zendesk
Timeline
Health Navigator Team Lead - Remote
Consumer Medical
10.2019 - Current
Billing/Training Lead
SpectraCell Laboratories
04.2016 - 10.2019
Participant Services Representative
CONEXIS
05.2013 - 06.2015
Medical Office Administration -
Richland College
High School Diploma -
South Garland High School
Similar Profiles
Roderick CustodioRoderick Custodio
Staff Services Analyst at Dept. of Consumer Affairs - Medical Board of CAStaff Services Analyst at Dept. of Consumer Affairs - Medical Board of CA
BALAJI RAMAKRISHNANBALAJI RAMAKRISHNAN
Finance Director at GMG Consumer LLC (Consumer Retail)Finance Director at GMG Consumer LLC (Consumer Retail)
Caroline PaquinCaroline Paquin
Registered, Senior Environmental Health Sanitarian at Wisconsin Department of Agriculture Trade and Consumer Protection (DATCP)Registered, Senior Environmental Health Sanitarian at Wisconsin Department of Agriculture Trade and Consumer Protection (DATCP)
Jakwannai WashingtonJakwannai Washington
Lead Teacher, Biology & Biomedical Science at Sheldon Independent School DistrictLead Teacher, Biology & Biomedical Science at Sheldon Independent School District
ANDRE GOBERTANDRE GOBERT
Certified Debt Specialist at National Debt ReliefCertified Debt Specialist at National Debt Relief