Kenia Cornejo

• Outreach to members/members providers and input appointments
• Document accurately all phone calls, interventions, appointments and other system related data member concerns, questions, or complaints
• Communicate with members and caregivers to uncover and act on possible barriers to a healthy outcome, thereby safeguarding against unnecessary admissions, readmissions, urgent care, and emergency department visits.
• Follow through on member issues that require escalation communications to management
• Outreach to the appropriate party to report any benefit or eligibility related issue
• Serve as the member's liaison throughout the life cycle of the program by addressing program specific quality measures and adhering to company guidelines/standard operating procedures
• Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
• Optimized workflow processes, allowing for more efficient use of resources and reduced turnaround times on projects.
• Researched relevant resources to assist members, identified member representation needs and troubleshot next steps to provide optimal support for member.

• Conduct outbound calls to Molina members and schedule appointments with our Nurse Practitioners
• Removes barriers for member's, escalating high impact member issues
• Perform timely documentation in electronic medical record and provide daily audits and feedback
• Accurately schedule appointments to meet all key metrics based on individual scripts, Care Connections, state, and company goals.
• Participate in special projects as assigned
• Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
• Optimized workflow processes, allowing for more efficient use of resources and reduced turnaround times on projects.
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• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
• Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.

• Made 40+ outbound calls per day to customers, lenders and or associates.

• Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
• Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.

• Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
• Processed payments and applied to customer balances.
• Maintained high volume of calls and met demands of busy and productive group.
• Negotiated to collect balance in full.
• Achieved performance goals on consistent basis.
• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.

• Adapted quickly to last-minute changes in plans or circumstances without compromising on quality or results.
• Anticipated needs of guest's by staying informed about their preferences, schedules, and priorities.
• Ensured security protocols were followed throughout the property, maintaining a safe environment for guests at all times.
• Developed and maintained comprehensive inventory systems to ensure timely replenishment of supplies, reducing waste and saving costs.
• Supervised residents preparing meals and handling chores and provided constructive feedback.
• Managed day-to-day operation of facility to comply with regulations and standards
• Trained and supervised staff on proper cleaning techniques, safety protocols and customer service to increase quality standards.