KATHY MCKUNE
Itasca,IL
Summary
Operations leader with over 15 years of experience in benefits investigation and team management. Proven track record in optimizing workflows, enhancing training programs, and driving service quality in dynamic environments. Expertise in claims processing and cross-functional collaboration enhances operational efficiency and team performance.
Overview
23
23
years of professional experience
Work History
Supervisor, Benefit Investigation
CVS Health
Buffalo Grove, IL
07.2018 - 08.2025
- Supervised a team of 20 to 26 employees, monitoring performance metrics and daily operations.
- Led efforts to enhance skill development through a comprehensive training program for new hires.
- Redesigned training programs, enhancing documentation and web-based materials for new hires.
- Provided expertise in onboarding and development processes for new supervisors.
- Functioned as a change champion, ensuring team proficiency across multiple proprietary systems.
- Created job aids and work instructions to streamline new processes and system changes.
- Redesigned and standardized documentation systems for all teams.
- Provided expertise on Blue Plans to facilitate team understanding and application.
Senior Representative, Benefit Investigation / Co-Team Lead
CVS Health
07.2014 - 07.2018
- Investigated and resolved all bad debt cases resulting in successful claims payment.
- Performed in-depth analysis and processing of prescription and medical claims across multiple medications with accuracy and speed.
- Facilitated escalations and resolved issues for two teams totaling 36 employees.
- Delegated responsibilities to enhance workflow efficiency, monitored volume, and reported progress to leadership.
- Led training for new hires and provided advanced upskilling for developing team members.
- Mentored staff as a Subject Matter Expert and trained new auditors across a 186-person team.
- Developed widely-used job aids and instructions for investigation teams.
- Supported management with projects and special initiatives.
- Recorded daily attendance and punctuality for all employees. and punctuality issues daily.
Senior Licensed Sales Producer
SB Agency
Mt. Prospect, IL
06.2013 - 11.2013
- Increased sales by recommending relevant additional products, enhancing customer satisfaction.
- Managed client relationships and provided tailored insurance solutions.
- Educated clients on coverage options and industry trends.
- Provided competitive insurance quotes, resulting in closed sales.
Licensed Sales Producer
Sanfratello Insurance Agency
Chicago, IL
10.2012 - 06.2013
- Initiated contact with prospective customers to generate leads and expand client base.
- Generated competitive quotes, closed sales, and upsold products.
- Oversaw office operations and delivered technical support to enhance service quality.
Co-Owner / Co-Founder / Customer Service Director
Haven Hollywood / Rock Gallery / Furn-Tastic Home
West Hollywood, CA
08.2009 - 06.2013
- Managed daily operations of home furnishings and art gallery, optimizing workflow and service delivery.
- Assisted clients with custom high-end furniture and art purchases, providing tailored solutions for enhanced customer engagement.
- Oversaw internet sales and customer service operations, improving customer satisfaction and retention.
- Coordinated order processing and merchandise restocking to maintain inventory levels.
Data Auditor
Ortiz & Associates, Inc.
Chicago Heights, IL
07.2009 - 12.2010
- Verified accuracy of high-value payments (20–30 payments per day, each exceeding $1M).
- Documented discrepancies while entering check data into Access and Excel to ensure data integrity.
- Maintained accurate records for 15–20 clients daily, supporting effective account management.
Advocacy Team Client Advocate, CSP In-Training
Cigna HealthCare
Bourbonnais, IL
10.2002 - 03.2009
- Served as primary contact for over 30,000 employees on benefits, eligibility, and HSA inquiries, ensuring timely resolution.
- Resolved client concerns through effective communication and problem-solving for 15 Account Manager groups, enhancing client satisfaction.
- Managed escalated calls for a 60-member team, providing critical support to Senior Account Managers.
- Delivered training to staff, Client Service Partners, and Account Managers.
- Assisted HR with new-hire benefit presentations.
Education
High School Diploma -
BBCHS
Bradley, IL01-1997
Skills
- Claims processing
- Performance Management
- Training development
- Training facilitation
- Process Documentation
- Workflow Optimization
- Systems Change Management
- Data Integrity Management
- Team supervision
- Team leadership
- Remote management
- Cross-Functional Collaboration
- Performance tracking
- Client relations
- Analytical thinking
- Results Driven
- Coaching
Timeline
Supervisor, Benefit Investigation
CVS Health
07.2018 - 08.2025
Senior Representative, Benefit Investigation / Co-Team Lead
CVS Health
07.2014 - 07.2018
Senior Licensed Sales Producer
SB Agency
06.2013 - 11.2013
Licensed Sales Producer
Sanfratello Insurance Agency
10.2012 - 06.2013
Co-Owner / Co-Founder / Customer Service Director
Haven Hollywood / Rock Gallery / Furn-Tastic Home
08.2009 - 06.2013
Data Auditor
Ortiz & Associates, Inc.
07.2009 - 12.2010
Advocacy Team Client Advocate, CSP In-Training
Cigna HealthCare
10.2002 - 03.2009
High School Diploma -
BBCHS