Leilani Richardson
Peoria,AZ
Summary
Customer Service Representative with Extensive Experience in Active Listening, Engagement and Problem-solving. Enhances Customers experiences by employing service-oriented behaviors, understanding customer needs, providing genuine and personal solutions to build loyalty. Collaborative leader with dedication to partnering with coworkers to promote empowering work culture. Willingness to build and maintain relationships with diverse team. Strong leadership and problem-solver dedicated to helping team while reaching company goal. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
6
6
years of professional experience
Work History
Customer Service Representative 11
Centene Corporation
02.2022 - 07.2023
- Actively listened to customers, handled concerns quickly and escalated major issues to Leader Ship.
- Answered heavy call flow 200 calls weekly with minimal wait times
- Inbound/Outbound calls
- Updated Members Accounts
- Handled Authorizations and claims
- Submitted Grievances and Marketing Misrepresentations forms on members behalf
- Educated members about medical benefits
- Provided Courtesy and concern for members
- Completed HRA Health Risk assessment for Members
- Dis- Enrollment and Plan change
- Maintained Medicare Guide lines Policy and procedure
- Educated members on Health Reminders
- Scheduling members PCP appointments
- Monitored and analyzed business performance to identify areas of improvement creating PowerPoint's and providing to Leadership
EMR Coordinator
CIOX HEALTH, Health Information Management
06.2017 - 02.2022
- Outreached Medical entities for medical record retrieval
- Lead over 727 Kasier Permanent Medical offices and 39 Hospitals
- Maintained state Law and Guide Lines for Clients records
- Recorded and maintained confidential client information into applicant tracking system and database.
- Continually improved knowledge, skills, and performance based on feedback and self-identified professional developmental needs.
- Collaborated with other healthcare professionals to assist with class action lawsuits
- Accomplished multiple tasks within established timeframes.
- Provided Excellent Customer Service by smiling
- Inbound and Outbound Calling
Education
High School Diploma -
Herbert Hoover High School
Glendale, CA06.1992
Skills
- Multitasking
- Maintain Proficiency in High call volume Environment
- Microsoft Systems
- Time Management
- Customer Service
- Team Education
- Call Center Operations
- Active Listening
- Payment Processing
- HIPAA Guidelines
- Medical Communications
- Handling Patient Health Information
Timeline
Customer Service Representative 11
Centene Corporation
02.2022 - 07.2023
EMR Coordinator
CIOX HEALTH, Health Information Management
06.2017 - 02.2022
High School Diploma -
Herbert Hoover High School
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