Lucy Hunt
Call Center Supervisor
Clarksville,TN
Summary
Encouraging manager/ supervisor and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
25
25
years of professional experience
Work History
MEMBER EXPERIENCE ADVISOR SUPERVISOR
NATIONS BENEFITS LLC
NASHVILLE , TN
2022.08 - Current
- Managed over 98 customer calls per day.
- Implemented and developed customer service training processes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Document and evaluate teams progress and development.
- Monitor, coach, and provide specific feedback to meet performance requirements, including quality, productivity, attendance, compliance, and related disciplinary issues.
- Developed and maintained courteous and effective working relationships
- Paid attention to detail while completing assignments
- Applied effective time management techniques to meet tight deadlines
- Skilled at working independently and collaboratively team environment
- Passionate about learning and committed to continual improvement
- Worked well in team setting, providing support and guidance
- Excellent communication skills, both verbal and written.
RECOVERY RESOLUTIONS ANALYST
UNITED HEALTH GROUP PRS
FRANKLIN , TN
2021.09 - 2022.07
- Entered client details and notes into system for interdepartmental access and review.
- Provided claims expertise support by reviewing, researching, investigating, negotiating, and resolving all types of claims as well as recovery and resolution for health plans, commercial customers, and government entities
- Communicate professionally with provider to ensure we meet needs and expectations of clients; build good rapport with providers contacts by establishing professional working relationships to ensure timely recoveries
- Analyze, identify trends, and provide inventory & or client updates as necessary
- Managed over 80 customer calls per day.
- Met state and federal compliance policies, reimbursement policies, and contract compliances.
- Developed and documented collection procedures and policies to comply with government regulations.
- Resolved problems, improved operations and provided exceptional service
- Learned and adapted quickly to new technology and software applications.
BUSINESS OPERATIONS SPECIALIST
OPTUM UHG
FRANKLIN , TN
2018.06 - 2021.11
- Collected, arranged, and input information into database system.
- Communicated daily with Providers, Hospitals, Private Owned Clinics, Medical Records departments and Medical Record.
- Contacted HIMs, HIS via Phone, Fax and Email, for retrieval of Medical Records for Coding Data purposes
- Gathered, organized and input information into digital database.
- Viewed images and data for EHR. ESRD charts & Medical Records, HIPPA Trained.
ADMINISTRATIVE ASST. MGR & ENVIRONMENTALIST SUPERV
SERVICE MANAGEMENT SYSTEMS INC,
Nashville , TN
2007.04 - 2009.03
- Prepared memos for executives & scheduled, payroll.
- Ensured the facility complies with health & sanitation regulations and standards, including payroll, coaching, training, hiring, ordering & maintaining inventory
- Improved office efficiency by implementing color-coded filing system and introducing additional time-saving measures.
- Managed executive calendars to strategically coordinate meetings and appointments.
- Participated in team projects, demonstrating ability to work collaboratively and effectively.
- Self-motivated, with strong sense of personal responsibility.
- Identified issues, analyzed information and provided solutions to problems.
FOOD SERVICE SUPERVISOR
GAYLORD OPRYLAND & CONVENTION CENTER
NASHVILLE , TN
2006.04 - 2007.05
- Collaborated with other departments to coordinate events and promotions.
- Trained and supervised new staff to enhance customer service skills and comply with food safety standards.
- Reviewed and approved employee schedules and timesheets.
- Identified team weak points and implemented corrective actions to resolve concerns.
- Performed culinary decision making as it pertains to food inventory, menus, and production methods.
- Ensure maintenance of restaurant cleanliness, effective safety, security programs and sanitation according to company guidelines and government standards.
- Oversaw training of more than 30 team members per month
FOOD STEWARD SUPERVISOR
TENN. DEPARTMENT Of CORRECTIONS
Nashville , TN
2003.04 - 2005.01
- Performed culinary decision making as it pertains to food inventory, menus, and production methods.
- Created new recipes, outlined steps, and training staff on correct preparation.
- Maximized team productivity by expertly delegating tasks to kitchen staff.
- Planned and executed promotions and special events in close collaboration with management.
- Worked effectively in fast-paced environments
Quality Assurance Specialist
DCI DONOR SERVICES
Nashville , TN
2002.02 - 2003.01
- Ensured accurate medical records and data elements in compliance with applicable regulations and standards as well as DCIDS policies and procedures.
- Managed process for tissue, birth tissue, and ocular donor chart quality review and audit by identifying deficiencies and required corrections.
- Works with multidisciplinary DCIDS teams to develop tracking metrics to evaluate success and completion of goals. • Assists with investigation of deviations and occurrence reports including adverse reaction reports. Conducts Root Cause Analysis. Completes and oversees effective preventative action.
CUSTOMER SERVICES REP B2B
SPRIINT PCS MOBILE
Nashville , TN
2000.03 - 2002.02
- Activated, trouble shooting, investigated fraud Business Accounts
- Suggested additional services to customers in order to meet upsell goals.
- Continuously adhered to strict regulations as well as detailed instructions, guidelines and specifications.
- Followed instructions from supervisor regarding daily job tasks and duties.
- Demonstrated leadership skills in managing projects from concept to completion
- Developed and maintained courteous and effective working relationships
- Developed strong organizational and communication skills through coursework and volunteer activities
- Resolved problems, improved operations and provided exceptional service.
- Paid attention to detail while completing assignments.
Physician Rehab. Assistant
IMPERIAL MANOR CONVALESCENSE CENTER
Nashville , TN
1998.05 - 2001.05
- Initiated or assisted in rendering emergency care and other first aid in life-threatening situations.
- Performed therapeutic procedures, provided rehab and daily living assistant to nursing home patients.
- Ordered medical and laboratory supplies and equipment.
- Proven ability to learn quickly and adapt to new situations.
- Organized and detail-oriented with strong work ethics.
Education
Associate Degree in Nursing - Nursing
NASHVILLE COLLEGE oF MEDICAL CAREERS
Madison, TN09.2011
Skills
- Customer Standards Compliance
- External Audits
- Medical Terminology 1 & 2
- Electronic Health Records
- Excel, Power Point, Zoom, Outlook, One Drive, Jabber, Teams, SharePoint, Exchange.
- Training, Coaching
- Investigating, negotiating
- Collaborating with team members
- Member relationship management
- Membership policies and procedures
- Member assistance
- Member enrollment
- Knowledge of supervisory concepts
- Invoice experience
- Backfilling experience
- Mass Production Supervisor
- Member Recruitment
- Member Account Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Whether you think you can or whether you think you can’t, you’re right!
Henry Ford
Timeline
MEMBER EXPERIENCE ADVISOR SUPERVISOR
NATIONS BENEFITS LLC
2022.08 - Current
RECOVERY RESOLUTIONS ANALYST
UNITED HEALTH GROUP PRS
2021.09 - 2022.07
BUSINESS OPERATIONS SPECIALIST
OPTUM UHG
2018.06 - 2021.11
ADMINISTRATIVE ASST. MGR & ENVIRONMENTALIST SUPERV
SERVICE MANAGEMENT SYSTEMS INC,
2007.04 - 2009.03
FOOD SERVICE SUPERVISOR
GAYLORD OPRYLAND & CONVENTION CENTER
2006.04 - 2007.05
FOOD STEWARD SUPERVISOR
TENN. DEPARTMENT Of CORRECTIONS
2003.04 - 2005.01
Quality Assurance Specialist
DCI DONOR SERVICES
2002.02 - 2003.01
CUSTOMER SERVICES REP B2B
SPRIINT PCS MOBILE
2000.03 - 2002.02
Physician Rehab. Assistant
IMPERIAL MANOR CONVALESCENSE CENTER
1998.05 - 2001.05
Associate Degree in Nursing - Nursing
NASHVILLE COLLEGE oF MEDICAL CAREERS
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