Summary
Overview
Work History
Education
Skills
Websites
Certification
Personal Information
Timeline
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Mahagany Nelson

Houston,Tx

Summary

Senior CSR III, boasts 5+ years of enhancing efficiency and patient satisfaction in medical case management. Kpi metrics excellent senior authorization proccesor, achieving a 23.7% boost in case processing efficiency and an 11% rise in patient satisfaction. Expert in employing customer service excellence and medical terminology , legal terminology and legal assistance litigation . CSR III expert at navigating complex cases, client retention resolution and securing high-quality outcomes and client loyalty.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Senior Prior Authorization Coordinator, medical Case Manager

MedServ International
11.2022 - Current
  • Led a team of 5 in managing prior authorization processes in a fast-paced medical environment
  • Achieved a 23.7% increase in case processing efficiency within first year
  • Applied advanced knowledge of medical terminology and insurance guidelines
  • Resolved complex cases through innovative problem-solving and collaborative decision-making
  • Contributed to a 11% improvement in patient satisfaction scores through effective case management
  • Streamlined medical authorization and customer service / retention of clients

CNA - Certified Nursing Assistant

Touching Hearts Home Care Agency, LLC
10.2023 - 04.2024
  • Turning or moving patients
  • Gathering medical supplies
  • Bathing patients
  • Grooming patients by brushing their hair, teeth, shaving them, etc
  • Feeding patients and documenting their food and liquid intake
  • Checking vital signs such as blood pressure and heart rate
  • Answering Call lights in time

CNA - Certified Nursing Assistant

Founders Plaza Nursing & Rehab
03.2019 - 10.2022
  • Assisting patients with activities of daily living, such as bathing, dressing, grooming, oral care, hygiene, and toileting, transferring patients with lift, BLS and companionship
  • Monday-Saturday rotating Sundays 6-2pm

Senior Customer service representative case manager III

Linebarger Goggan Blair Sampson
12.2021 - 01.2022
  • Managed high-volume customer inquiries with efficiency and precision
  • Increased customer satisfaction by 20% through innovative problem-solving techniques
  • Utilized analytical skills to refine customer service procedures, enhancing overall service quality
  • Collaborated with team to surpass service goals, resulting in a 33% increase in operational efficiency
  • Significantly reduced customer complaints by 15% and boosted retention by 8% through proactive case management

CSR - Customer Service Representative reservation specialist

PetSmart
08.2018 - 12.2020
  • Managed customer reservations with detail-focused precision, ensuring accurate bookings
  • Collaborated with team members to enhance the reservation process, increasing efficiency
  • Utilized scripts and modules to manage solutions and to tackle reservation challenges, improving customer satisfaction by 5% in 7 months
  • Provided supportive assistance to customers, resolving issues promptly and effectively
  • Contributed to Petsmart's vision by consistently delivering top-notch customer service
  • Eager to learn and apply new skills, committed to delivering high-quality results on time

Education

Bachelor's degree - BSN

UTA
Arlington, TX

Certificate in Nursing Assistant -

Ace Care Training Institute
Houston, TX
12.2022

Skills

  • Fundraising
  • Statistics
  • Computer Science
  • Linux
  • Prospecting
  • kpi metrics
  • bonus incentives
  • Analysis Skills
  • Insurance Verification
  • Microsoft Project
  • AWS

Certification

  • CNA, 11/01/22 to 11/01/24
  • Certified Nursing Assistant
  • CPR Certification
  • State Tested Nursing Assistant
  • BLS Certification
  • PMP
  • Certified Compensation Professional
  • Certified Employee Benefit Specialist

Personal Information

  • Title: Optimistic Worker
  • Work Permit: Authorized to work in the US for any employer
  • KPI great metrics .

Timeline

CNA - Certified Nursing Assistant

Touching Hearts Home Care Agency, LLC
10.2023 - 04.2024

Senior Prior Authorization Coordinator, medical Case Manager

MedServ International
11.2022 - Current

Senior Customer service representative case manager III

Linebarger Goggan Blair Sampson
12.2021 - 01.2022

CNA - Certified Nursing Assistant

Founders Plaza Nursing & Rehab
03.2019 - 10.2022

CSR - Customer Service Representative reservation specialist

PetSmart
08.2018 - 12.2020

Certificate in Nursing Assistant -

Ace Care Training Institute

Bachelor's degree - BSN

UTA

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Mahagany Nelson