Kaydee Bonilla
Queens,NY
Summary
Dedicated customer service professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
8
8
years of professional experience
Work History
Member Experience Supervisor
Vitori Health
08.2021 - Current
- Effectively managed team of 10 remote agents, overseeing all work assignments to ensure a smooth operation of the department.
- Streamlined processes to effectively address and resolves issues which helped to increase customer satisfaction ratings by 40%.
- Engaged in cross functional collaboration with internal team members across various departments to provide exceptional customer service.
- Conducted regular assessments of employee performance, providing coaching and feedback for ongoing development.
Director of CDPAP
Ultimate Care
11.2018 - 07.2021
- Supervised team of 10 intake coordinators and contributed to the development of departmental workflows.
- Monitored call queues, generate relevant reports, and analyze call center performance metrics specifically focusing on adherence, After Call Work (ACW), and Average Handle Time (AHT).
- Recognized potential areas for process enhancement to expand the capabilities of the CDPAP/Intake Department which helped to achieve a substantial increase in the department census by 300 members in 30 days.
- Actively engaged in Medicaid Managed Long Term Care Plan audits consistently demonstrating exceptional performance by attaining a flawless score of 100% in all audits.
Senior Intake Specialist
FreedomCare
07.2016 - 11.2018
- Collaborated with patients and providers to acquire DOH/M11Q forms and provide assistance to new patients in obtaining medicaid coverage.
- Maintained regular communication with prospective patients and contract partners to ensure a seamless intake and enrollment process.
- Surpassed the monthly target of 25 enrollments by consistently averaging 45-50 member enrollments on a monthly basis.
- Networked among local business and community organizations to develop leads and generate business.
- Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
Front Desk Manager
Lancaster General Urgent Care
10.2015 - 07.2016
- Provided supervision, training, and performance evaluations for 8 team members while also offering assistance in evaluating the performance of clinical staff.
- Collaborated with physician, administrative, and clinical staff to ensure seamless and efficient office operations that prioritize exceptional patient care and service.
- Responsible for managing the daily reconciliation of drug inventory ensuring proper storage and adherence to regulatory guidelines within the healthcare facility.
- Maintained working knowledge of appropriate aspects of insurance plans and billing regulations.
Education
Associate of Arts - Medical Billing And Coding
Borough of Manhattan Community College of The City University of New York
New York, NY05.2024
Skills
- Process Updates
- Key Performance Indicators (KPIs)
- Escalation Management
- Healthcare Platforms
- Bilingual (Spanish)
Timeline
Member Experience Supervisor
Vitori Health
08.2021 - Current
Director of CDPAP
Ultimate Care
11.2018 - 07.2021
Senior Intake Specialist
FreedomCare
07.2016 - 11.2018
Front Desk Manager
Lancaster General Urgent Care
10.2015 - 07.2016
Associate of Arts - Medical Billing And Coding
Borough of Manhattan Community College of The City University of New York
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