Morgan Lunsford
Middletown
Summary
Results-driven Performance Quality Analyst with the ability to work independently in fast-paced environments. Experienced in healthcare insurance operations with the proven knowledge to work in fast-paced environments to quickly resolve problems. Previous work environments have provided learning opportunities, enhanced skills, and personal growth.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Performance Quality Analyst
Elevance Health
Mason
11.2025 - Current
- Conducted audits to improve performance quality.
- Collaborated with internal stakeholders to identify areas of improvement.
- Provided feedback to internal associates to ensure quality standards are met.
- Completed audits in a timely fashion to meet quality metrics.
Customer Care Representative 1&2
Elevance Health
Mason
11.2021 - Current
- Assisted members and providers with inquiries related to insurance plan authorizations, benefits, eligibility and claims.
- Documented interactions to track information for future reference.
- Collaborated with team members to ensure alignment with internal systems.
- Handled escalated calls to resolve member and provider issues.
- Delivered friendly, knowledgeable service to members and providers.
Supervisor
Elevance Health
Mason
03.2023 - 02.2025
- Supervised team of 25 associates to ensure workflow operations efficiency.
- Provided guidance to downline associates during calls to ensure processes and procedures were followed.
- Facilitated one on one discussions with downline team members to improve performance.
- Trained and mentored new hires to track progress improvement.
- Resolved escalated member and provider calls.
- Resolved escalated member and provider calls.
- Utilized multiple internal systems to work in a fast-paced call center environment.
Education
Associate of Applied Science - Health Information Technology
DeVry University
Online04-2026
Skills
- Data Analysis
- Process monitoring and improvement
- Teamworkrk and collaboration
- Teamwork and collaboration
- Training and mentoring
Certification
Dental Assistant Training Certificate
Timeline
Performance Quality Analyst
Elevance Health
11.2025 - Current
Supervisor
Elevance Health
03.2023 - 02.2025
Customer Care Representative 1&2
Elevance Health
11.2021 - Current
Associate of Applied Science - Health Information Technology
DeVry University