Knotasha Sypher

• Implemented new strategies for recovering outstanding balances from unresponsive patients, resulting in a higher rate of successful collections efforts.
• Conducted thorough audits of patient accounts to ensure accurate billing information, reducing instances of miscommunication between providers and payers.
• Contributed to a positive team environment by actively participating in departmental meetings, offering insights and suggestions for continuous process improvements.
• Collaborated with cross-functional teams to identify areas for improvement within the medical collections process, leading to reduced errors and increased revenue recovery.

• Delivered specific delegated Utilization Management tasks assignment/workflow.
• Assigned clients to appropriate staff members or behavioral health network providers for assessment and counseling. Case management
• Served as initial contact for clients and their eligible dependents requesting services.
• Responsible for customer service and relevant standards such as telephone response time and referrals within stated limits. Support and assists with training for employees and provided guidance around procedures and workflows.
• Completed day-to-day Intake Care tasks without immediate supervision.
• Resolved non-routine issues escalated to management Skilled Accredo PCA or Accredo Eligibility Representative.

* Three Promotions from eviCore to CIGNA:

Physicians Support Unit (PSU~eviCore) 2018 to 2022

Consumer Engagement (CE~eviCore) 2017 to 2018

Customer Service Representative (eviCore) 2016/ to 2017

• Addressed customer inquiries to ensure satisfaction and foster positive service experience.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Contributed to sales growth by upselling products and services based on individual customer requirements.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.