Kraig Sarsten
Bismarck,ND
Summary
Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Overview
22
22
years of professional experience
Work History
Supervisor – SMRC Department
Noridian Healthcare Solutions
05.2023 - Current
- Manage virtual team of 9 Medical Review Analysts
- Coordinate weekly one on one sessions.
- Develop new training program for the department.
- Maintained an 83% employee satisfaction rating.
Team Lead - Claims and Customer Service
BCBSND
03.2019 - 05.2023
- Manage virtual team, to include both Claims Processors as well Customer Service Representatives
- Conduct monthly one on one sessions
- Assign daily task inventory via Insinq
- Review daily claims inventory via Tableau.
Supervisor – Service Delivery Department
CenturyLink
10.2017 - 03.2019
- Conduct Monthly Phone Audits to ensure 100% compliance.
- Coordinate Weekly and Monthly Team Meetings
- Coach and Develop Staff to achieve team goals.
- Review and Implement Union Guidelines.
Trainer – Customer Service
North Dakota Medicaid
09.2016 - 10.2017
- Create and Develop New Hire Training program.
- Designed and Implement Call Quality Program to ensure 100% call quality is met.
- Maintain Customer Service SharePoint Site
- Process Medicaid Claims to ensure processing guidelines.
Supervisor – Enrollment/Eligibility
Aetna
05.2011 - 03.2016
- Coordinated Enrollment migration from Coventry to Aetna
- Maintain and assign daily work.
- Implemented enrollment guidelines.
- Successfully facilitate weekly team meetings.
Supervisor – Claims and Customer Service
Coventry Healthcare
05.2011 - 03.2016
- Reviewed Monthly Claim Audits
- Reviewed and applied health insurance documents
- Interrupted Schedule of Benefits plan designs
- Facilitate weekly and monthly meetings.
- Mentor and train staff to ensure optimal success rate.
Senior Service Center Trainer
Coventry Healthcare
05.2002 - 05.2011
- Train new and existing staff
- Created and maintained on-line help documents
- Developed customer service training documents
- Conducted training sessions via Power Point
- Facilitated virtual trainings by way of Microsoft Live Meeting.
Education
Associates of Arts - Elementary Education
Northwest College
Powell, WYCoventry Healthcare Trainer Development Program -
Skills
- Leadership Development
- Microsoft Office Suite
- Training Development
- Dimensions of Customer Service
- Special events planning
Timeline
Supervisor – SMRC Department
Noridian Healthcare Solutions
05.2023 - Current
Team Lead - Claims and Customer Service
BCBSND
03.2019 - 05.2023
Supervisor – Service Delivery Department
CenturyLink
10.2017 - 03.2019
Trainer – Customer Service
North Dakota Medicaid
09.2016 - 10.2017
Supervisor – Enrollment/Eligibility
Aetna
05.2011 - 03.2016
Supervisor – Claims and Customer Service
Coventry Healthcare
05.2011 - 03.2016
Senior Service Center Trainer
Coventry Healthcare
05.2002 - 05.2011
Associates of Arts - Elementary Education
Northwest College
Coventry Healthcare Trainer Development Program -
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