Leonora Saunders
Olathe,KS
Summary
Results-driven Supervisor with over 16 years of expertise in Healthcare Management, Global Logistics, and Human Resources. Proven track record in Ancillary Care Review, Authorization, Staffing, and Call Center Operations, with previous insurance licensing across 16 states. Strong foundation in Workers' Compensation and commitment to advancing patient wellness through effective logistical strategies.
Overview
21
21
years of professional experience
Work History
International Customer Care Representative II
Thermo Fisher Scientific
02.2022 - Current
- Managed over 100 international corporate accounts as a customer liaison.
- Validated and processed high volumes of international and domestic orders efficiently.
- Identified improvement opportunities and facilitated team-building activities across departments.
- Ensured customer requirements were met in day-to-day import and export operations.
- Delivered proactive account management to enhance customer satisfaction and meet objectives.
- Resolved service issues by clarifying complaints and ensuring timely follow-up.
Access Point Management
UPS
08.2019 - 08.2021
- Retained and grew customer business by positioning UPS Access Points effectively.
- Identified customer needs and gauged interest in UPS Access Point services.
- Generated sales solutions by maintaining knowledge of UPS Access Point offerings.
- Processed onboarding for over 400 Covid-19 pickup sites in 2020.
- Executed precise scheduling for confidential medical specimen collections.
- Tracked Access Point Program goals to enhance operational procedures.
Employment Specialist
UPS
10.2018 - 12.2018
- Streamlined over 140 candidate interviews weekly via Zoom, providing login instructions and technical support.
- Facilitated hiring for over 1,000 seasonal and permanent roles, detailing job responsibilities and pay.
- Ensured accuracy in processing application forms and conducting background checks.
- Extended contingent offers for over 500 candidates, scheduled orientations, and communicated essential information effectively.
- Monitored background check statuses and escalated cases requiring adjudication.
- Tracked ineligible candidates, coordinated DOT compliance, and prepared documentation for imaging.
Receptionist/HR Generalist
Parkview Healthcare
06.2018 - 10.2018
- Managed front desk operations, ensuring efficient patient check-in and appointment scheduling.
- Managed all facility maintenance for services and office equipment needs.
- Ensured professional communication standards to enhance patient wellness experience.
- Facilitated timely patient referrals for clinical review within 24 hours.
- Conducted thorough background checks for new hires per regulatory standards, while maintaining strict confidentiality.
- Managed accounts payable efficiently using Laserfiche System for accurate data entry and payment processing.
- Administered payroll accurately and benefits changes promptly while minimizing errors in calculations or deductions.
- Supported HR activities by assisting with recruitment process, including scheduling interviews and organizing candidate information, and new hire orientation.
Champion II Customer Service
JCPenney Distribution Center
05.2017 - 08.2017
- Drove profitable sales growth by achieving sales and service objectives.
- Enhanced customer experience through attentive listening and effective solution delivery.
- Executed all required customer transactions accurately and efficiently.
- Guided customers with product inquiries and assisted in order placements.
- Maintained excellent service across verbal, written, and live chat communications.
- Recognized as Top Achiever in Champion II Customer Service Training 2017.
Customer Solutions Expert II Intake, Benefits, Authorization & Staffing
CareCentrix
10.2009 - 03.2015
- Ensured coverage for 40,000 clients by verifying policy benefits with 50 healthcare plans.
- Addressed quality of care issues through clinical input and Client Services collaboration.
- Solicited providers following CareCentrix credentialing and pricing guidelines for quality assurance.
- Maintained out-of-network standards, ensuring pricing aligns with CareCentrix client reimbursement.
- Assigned staffing for various healthcare services, enhancing operational efficiency and care delivery.
- Expertly secured health plan authorizations by liaising with clinical nurses and healthcare providers.
Senior Customer Service Representative
Optum RX, United Health Group
07.2009 - 09.2009
- Handled over 100 daily calls to assess prescription needs efficiently.
- Resolved 50-60 customer inquiries regarding Medicaid and Medicare benefits daily.
- Navigated multiple platforms to retrieve information on various medical plans.
- Identified consumer inquiries, providing tailored assistance on claims and benefits.
- Escalated 20 prescription drug requests to pharmacists for timely approvals.
- Coordinated with physician's offices nationwide to secure written prescription orders.
Workers Compensation Case Creation Technician
American International Group
02.2005 - 03.2009
- Processed 40 worker compensation claims daily, meeting 24-hour escalation requirements.
- Ensured exceptional service for 10 Performance Guaranteed Workers Compensation accounts.
- Conducted thorough investigations on assigned cases, verifying eligibility and outcomes.
- Exceeded performance metrics by providing high-touch service to policyholders and agents.
- Led a team of 15 associates, updating system changes and regulatory requirements.
- Educated clients on policies through relationship-building with industry representatives.
- Monitored key performance indicators, driving consistent achievement of operational goals.
Education
Bachelor of Arts - Applied Organizational Leadership
Mid America Nazarene University
Olathe, KS05-2016
Associates Degree in Arts - Business
Mid-American Nazarene University
Olathe, KS05-2014
Skills
- Healthcare program management
- Verbal and written communication
- Salesforce CRM
- Experience in Medicare and Medicaid billing
- Workforce training
- URAC accreditation expertise
- Virtual interview facilitation
- Workers' compensation expertise
- Experienced with SharePoint and Office 365
- SAP
- Data analysis expertise
- Customer service leadership
- Client relationship management
- Project management
- Integrity in business operations
- Human resources professional
COMMUNITY AND VOLUNTEER WORK
Catholic Charities, Concord Fortress of Hope Back to School, Employee Relations Council Member, Kansas SRS, Child Support Administration, United Way/Toys for Tots Drives, Youth Educational & Life Awareness Seminars
Timeline
International Customer Care Representative II
Thermo Fisher Scientific
02.2022 - Current
Access Point Management
UPS
08.2019 - 08.2021
Employment Specialist
UPS
10.2018 - 12.2018
Receptionist/HR Generalist
Parkview Healthcare
06.2018 - 10.2018
Champion II Customer Service
JCPenney Distribution Center
05.2017 - 08.2017
Customer Solutions Expert II Intake, Benefits, Authorization & Staffing
CareCentrix
10.2009 - 03.2015
Senior Customer Service Representative
Optum RX, United Health Group
07.2009 - 09.2009
Workers Compensation Case Creation Technician
American International Group
02.2005 - 03.2009
Bachelor of Arts - Applied Organizational Leadership
Mid America Nazarene University
Associates Degree in Arts - Business
Mid-American Nazarene University