Kelsea Kensey
St. Louis,MO
Summary
A committed professional with a record of increased responsibility. Proficient in prioritizing and completing tasks in a timely manner, yet flexible to multitask when necessary. A communicative team player with enthusiastic interpersonal skills. A motivated individual with extensive experience in executing quality work while meeting deadlines.
Overview
3
3
years of professional experience
Work History
Team Lead
UnitedHealth Care
Maryland Heights, MO
08.2022 - Current
- Monitor employee productivity to provide constructive feedback and coaching.
- Coordinate employee schedules according to shift changes and availability..
- Provide ongoing training to address staff needs.
- Establish and enforced clear goals to keep employees working collaboratively.
- Maintain operating schedules to provide effective coverage for key areas and achieve objectives.
- Display strong telephone etiquette, effectively handling difficult calls.
- Set specific goals for projects to measure progress and evaluate end results.
- Delegate daily tasks to team members to optimize group productivity.
- Monitored team workload to prevent burnout and ensure equitable task distribution.
Tier-2 Navigator
UnitedHealth Care
Maryland Heights, MO
12.2019 - 08.2022
- Perform outreach to assigned members; assist with member inquiries including claims, benefits, and eligibility
- Serve as first point-of-contact for incoming calls.
- Develop and maintain strong relationships with members to sustain quality of care.
- Ask probing questions to determine service needs and accurately input information into electronic systems.
- Engage in community outreach and other resources to support members needs.
- Facilitate weekly huddles & monthly call review sessions to ensure call quality & accuracy.
- Act as a DA to assist training classes, aiding in the development and progression of new hire navigators.
Scheduling Coordinator
OPTUM
Maryland Heights, MO
06.2018 - 12.2019
- Take inbound/make outbound calls to schedule eligible members for House Call visits.
- Use Hawkeye Scheduler to document calls and schedule appointments.
- Create new accounts and update existing member accounts with most current details.
- Manage and respond to patient grievances and complaints per procedural guidelines.
- Provide exceptional customer service through effective telephone communication and follow-ups.
- Make outreach to no shows and cancellations to reschedule.
- Reroute misdirected calls to the respective departments.
- Assist new hire classes with development & progression, including performing call quality audits.
Associate Trainer/Supervisor
PANERA BREAD – ST. LOUIS BREAD COMPANY
St. Louis, MO
07.2011 - 05.2018
- Supervise a shift of 10-14 employees.
- Establish and enforce clear goals to keep employees working collaboratively.
- Provide ongoing training to address staff needs.
- Comply with company policies, objectives and communication goals.
- Identify and correct performance and personnel issues to reduce impact to business operations.
- Maintain operating schedules to provide effective coverage for key areas and achieve objectives.
- Interview applicants, recommended individuals for hiring and evaluated staff performance.
- Review completed work to verify consistency, quality and conformance.
- Identify needs of customers promptly and efficiently.
- Complete ongoing quality checks food/products, closely following strict quality assurance guidelines.
Education
Nursing/general studies
FOREST PARK COMMUNITY COLLEGE
Oakland, St. Louis, MO05.2012
High School Diploma Received -
GATEWAY INSTITUTE OF TECHNOLOGY
St. Louis, MO05.2011
Skills
- Oral/Written Communication
- Employee Training
- Problem Solving
- Performance Management
- Customer Service
- Collaborative Partnership
- Leadership/Mentoring
- Computer Proficiency
- Data analysis
- Conflict resolution
References
Pamela Partee
Multigraphing & Design, City Hall of St. Louis
msfultonp@yahoo.com
314-532-3075
Sandhya Khanal
Supervisor Customer Service, UHC
sandhya_khanal@uhc.com
502-415-4551
Timeline
Team Lead
UnitedHealth Care
08.2022 - Current
Tier-2 Navigator
UnitedHealth Care
12.2019 - 08.2022
Scheduling Coordinator
OPTUM
06.2018 - 12.2019
Associate Trainer/Supervisor
PANERA BREAD – ST. LOUIS BREAD COMPANY
07.2011 - 05.2018
Nursing/general studies
FOREST PARK COMMUNITY COLLEGE
High School Diploma Received -
GATEWAY INSTITUTE OF TECHNOLOGY