Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kristen Gordon

Forney

Summary

Results-driven healthcare and client services professional with 7+ years of experience in claims processing, Medicare compliance, account management, and senior living advisory services. Skilled at updating and auditing records, ensuring regulatory compliance (CMS/Medicare/Medicaid, state mandates), and communicating clearly with providers, health plans, and internal teams to resolve discrepancies. Consistently recognized for exceeding performance metrics, improving accuracy, and delivering compassionate client support.

Overview

9
9
years of professional experience

Work History

Senior Living Advisor

A Place For Mom Inc.
10.2023 - Current
  • Partner with families and healthcare providers to evaluate needs, ensuring compliant and appropriate care recommendations.
  • Accurately document and update client records, aligning solutions with state and organizational guidelines.
  • Collaborate with internal teams and community partners to resolve discrepancies and streamline placement processes.
  • Consistently exceed performance metrics, ranking in the top 10% nationally and achieving 120% of placement goals.
  • Facilitated over 360 successful care transitions annually, maintaining a high standard of accuracy and client satisfaction.

Negotiations Specialist

DebtBlue
01.2022 - 09.2023
  • Maintained high level of time management and multitasking ability in order to effectively manage account queues
  • Negotiate with creditors, collection agencies, and attorney offices for reduced settlements on delinquent and/or charge off accounts.
  • Consistently perform above metric of minimum 95 settlements per month
  • Gather and submit required documentation for approval and payment of settlements
  • Informed parties of relevant laws, regulations and constraints for cases.

Mortgage Loan Officer

Mr Cooper
03.2021 - 12.2021
  • Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
  • Strategized to fix application problems and resolve issues.
  • Funded on average 25-30 loans monthly
  • Maintained average of 86% pull through
  • Executed outbound leads and converted 72% of calls into sales.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.

Mortgage Loan Officer

Reliance First Capital
07.2019 - 03.2021
  • Reviewed loan files and updated to match current guidelines.
  • Recommended loan approvals and denials based on customer loan application reviews.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Defined clear targets and objectives and communicated to other team members.
  • Managed over 50 customer calls per day.

Medicare Sales Professional

Dialog Direct
04.2017 - 07.2019
  • Guided clients through Medicare plan options, ensuring recommendations were compliant with CMS/Medicare regulations and state guidelines.
  • Accurately updated and maintained client records to support proper benefit application and claims alignment.
  • Researched eligibility, coverage, and plan details to resolve discrepancies, ensuring accuracy and compliance with benefit plan documents.
  • Communicated clearly with clients, providers, and internal partners to resolve issues and explain plan details in simple, easy-to-understand language.
  • Consistently exceeded sales and service metrics, achieving a 70–80% lead conversion rate while handling 25–50 inbound/outbound calls daily.

Associate Account Collector

United Health Group
07.2016 - 04.2017
  • Researched and updated claim records, ensuring accuracy and compliance with company policies, CMS/Medicare/Medicaid guidelines, and state mandates.
  • Processed adjustments by communicating with providers, health plans, and compliance offices to resolve claim errors.
  • Applied claims procedures to ensure correct benefit application while meeting turnaround times and performance metrics.
  • Partnered with internal teams to address escalated issues, using clear, simple language to support understanding and resolution.
  • Recognized for strong attention to detail and ability to manage sensitive claim information efficiently.

Education

High School Diploma -

Northeast Lauderdale High School
Lauderdale, MS
05-2013

Skills

  • Claims Research & Adjustments
  • CMS/Medicare/Medicaid Compliance
  • Benefit Plan Interpretation
  • Client & Provider Communication
  • Records Accuracy & Documentation
  • Issue Resolution & Escalation Support
  • Performance Metrics & Turnaround Times
  • Sales & Conversion Optimization
  • Microsoft , Excel, CRM, Slack, Salesforce

Timeline

Senior Living Advisor

A Place For Mom Inc.
10.2023 - Current

Negotiations Specialist

DebtBlue
01.2022 - 09.2023

Mortgage Loan Officer

Mr Cooper
03.2021 - 12.2021

Mortgage Loan Officer

Reliance First Capital
07.2019 - 03.2021

Medicare Sales Professional

Dialog Direct
04.2017 - 07.2019

Associate Account Collector

United Health Group
07.2016 - 04.2017

High School Diploma -

Northeast Lauderdale High School

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