Natalie Allen
Overview
16
16
years of professional experience
Work History
Quality Supervisor
Broad-Path Healthcare Solutions
04.2020 - 06.2024
- Supervised quality analysts, enhancing PA processes and ensuring regulatory compliance
- Implemented process improvements, boosting customer satisfaction scores
- Conducted performance reviews, providing coaching to elevate CSR service delivery
- Collaborated with compliance for procedure updates, aligning with industry practices
- Led cross-functional teams, achieving project goals within set timeframes
- Pioneered cross-departmental initiatives enhancing communication and teamwork, leading to a noticeable improvement in project delivery times
- Facilitated inter-team workshops to foster knowledge sharing, which enhanced team cohesion and boosted overall departmental performance.
Operations Supervisor/Training
Broad-Path Healthcare Solutions
04.2016 - 03.2018
- Supervised 22 CSRs, ensuring precise task completion and resolving 95% of issues at first contact
- Enhanced team efficiency by 10% through KPIs and metrics, boosting operational performance
- Conducted audits and training, improving module effectiveness and team adaptability
- Collaborated with management to tailor training, aligning with organizational goals
- Led cross-functional projects, achieving objectives within deadlines and enhancing team synergy
- Streamlined team workflows, significantly enhancing productivity and reducing operational delays
- Implemented strategic initiatives, achieving measurable improvements in customer satisfaction and service delivery
- Pioneered innovative training techniques, boosting employee engagement and knowledge retention.
Quality Analyst
Convey Healthcare Solutions
04.2014 - 05.2016
- Evaluated customer calls, ensuring quality standards were consistently met
- Conducted coaching sessions, enhancing CSR skills and improving performance metrics
- Collaborated with leadership to address and resolve performance issues effectively
- Maintained precise records of evaluations and feedback, ensuring data accuracy.
Enrollment Agent
United Healthcare
04.2008 - 03.2012
- Processed health insurance enrollments, ensuring compliance and accuracy
- Utilized multiple software systems to streamline MAPD/PDP sales operations
- Enhanced customer satisfaction by effectively managing multi-screen applications
- Streamlined enrollment processes, enhancing accuracy and efficiency while leveraging multiple software platforms for seamless data integration.
Timeline
Quality Supervisor
Broad-Path Healthcare Solutions
04.2020 - 06.2024
Operations Supervisor/Training
Broad-Path Healthcare Solutions
04.2016 - 03.2018
Quality Analyst
Convey Healthcare Solutions
04.2014 - 05.2016
Enrollment Agent
United Healthcare
04.2008 - 03.2012
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