Years of professional experience
Lani Phillips
CARE Center Supervisor
Parker,CO
Overview
10
10
6
6
Years of leadership/supervisor experience
5
5
Years of Call-Center experience
18
18
Months of non-profit experience
12
12
Years of Healthcare with Medicaid experience
5
5
years of post-secondary education
Work History
CARE Center Agent
Community Economic Defense Project (CEDP)
12.2022 - Current
- Provide excellent customer service and support via phone, email, text, and chat to Colorado applicants seeking rent assistance by utilizing state or county-funded programs
- Assist applicants and landlords with application status updates, policies, procedures, document collection, and appeals process.
Enrollment Benefits Specialist
Connect for Health Colorado
11.2021 - 12.2022
- Seasonal, remote, contract CSR role during the annual open enrollment period
- Helped consumers complete the application for health coverage, understand and review options provided by the Marketplace, including Qualified Health Plans, Medicaid, Child Health Plus, and the Essential Plan, considering cost, coverage, and any financial assistance available, so consumers could make decisions on that information before enrolling in a plan.
Gusto Customer Care Advocate
Aston Carter
06.2022 - 11.2022
- Contractor role at Gusto, Inc
- Provided exceptional customer service as a contractor for Gusto, a SaaS payroll/benefits platform, by interacting with small business owners and employees to resolve inquiries about their payroll and employer-based benefits via email and phone.
Senior Call Center CSR
Sitel Group
12.2020 - 05.2022
- Delivered excellent customer service while working in a fast-paced environment to provide login, software, billing, and tech support to Turbo Tax customers
- Gave accurate and appropriate information to answer questions, troubleshoot issues, and resolve complaints.
Personal Administrative Assistant
Pixelcreative Co LV
- 02.2022
- Provided administrative support to senior executives, including scheduling and coordinating meetings, preparing agendas, taking minutes, and managing correspondence.
Medical Office Manager/ Billing Clerk
Dr. Caroline DeLucia
01.2014 - 02.2018
- Managed office/billing operations for a fast-paced physician's office
- Assisted patients and collected copayments upon appointment check-ins
- Managed and maintained patient records, insurance processing, and benefits administration for staff.
Skills
- Application Processing and Review
- Applicant Support and Service
- Call Center Operations
- Call Volume and Quality Metrics
- Contract Performance Monitoring
- Critical Thinking
- Cultural Awareness
- Salesforce and CRM Software
- Document and Records Management
- Eligibility Determinations
- Employee Performance Evaluations
- Explaining Benefits
- Health Information Policy and Procedure Development
- HIPAA Guidelines
- Leadership
- Quality Assurance
- Query Escalation
- Resource Utilization
- Policy and Procedure Adherence
- Process Improvement Strategies
- Project Management
- Technical Assistance
- Verbal and Written Communication
Education
Bachelor of Arts - Business Administration
University of Phoenix
Tempe, AZ 2005 - 2007
Associate of Arts - Health Administration
Western International University
Tempe, AZ 2003 - 2004
Timeline
CARE Center Agent
Community Economic Defense Project (CEDP)
12.2022 - Current
Gusto Customer Care Advocate
Aston Carter
06.2022 - 11.2022
Enrollment Benefits Specialist
Connect for Health Colorado
11.2021 - 12.2022
Senior Call Center CSR
Sitel Group
12.2020 - 05.2022
Medical Office Manager/ Billing Clerk
Dr. Caroline DeLucia
01.2014 - 02.2018
Bachelor of Arts - Business Administration
University of Phoenix
2005 - 2007
Associate of Arts - Health Administration
Western International University
2003 - 2004
Personal Administrative Assistant
Pixelcreative Co LV
- 02.2022
Summary
Detail-oriented professional with health administration experience. Offering 10+ years of related skills in benefits administration, customer service, employee relations and leadership, and application coordination. Knowledgeable about Medicaid program eligibility and compliance requirements.
Similar Profiles
Ronald GreeneRonald Greene
Housing Coordinator at Community Economic Defense ProjectHousing Coordinator at Community Economic Defense Project
Jennifer RodriguezJennifer Rodriguez
Tenant Advocate at Community Economic Defense ProjectTenant Advocate at Community Economic Defense Project
Ampumuza EasterAmpumuza Easter
Administrative Officer at Private Sector Foundation Uganda-CEDP (Competitiveness Enterprise Development Project) World Bank ProjectAdministrative Officer at Private Sector Foundation Uganda-CEDP (Competitiveness Enterprise Development Project) World Bank Project
Jennifer DoréJennifer Doré
Moderate Needs Interventionist at Douglas County School DistrictModerate Needs Interventionist at Douglas County School District
Mollie KoehlerMollie Koehler
Dispatch at Thermo Fisher Scientific Inc.Dispatch at Thermo Fisher Scientific Inc.