Penny Beattie

• Provided high-quality concierge support in alignment with Service Level Agreements (SLAs).
• Served as primary contact for escalated service concerns, ensuring timely resolutions.
• Collaborated with cross-functional teams to address producer inquiries regarding CCP and PDP services.
• Initiated and managed outreach to sales partners regarding certifications, applications, events, and related activities.
• Managed customer inquiries and provided timely support for service-related issues.
• Coordinated schedules and meetings for sales team activities and client engagements.
• Prepared and maintained sales reports using CRM systems for data tracking.
• Collaborated with cross-functional teams to streamline processes and improve communication.
• Ensured compliance with company policies during the sales support process.
• Maintained accurate records of all customer interactions in the company's CRM system.
• Provided technical support to sales team members in resolving customer issues.

• Utilized Jira, Salesforce, and Excel to investigate provider directory issues.
• Streamlined data entry processes to enhance operational efficiency.
• Reviewed existing databases for accuracy and completeness of records.
• Analyzed data from multiple sources for discrepancies and inconsistencies.
• Conducted mock audits for Centers for Medicare & Medicaid Services (CMS) data to verify accuracy.
• Analyzed operational trends to propose process enhancements.
• Executed quality checks to support audit reviews and provide timely feedback on findings.
• Researched best practices for managing large quantities of data.

• Conducted research on complex claim issues utilizing multiple databases and collaborating with support resources.
• Advocated on behalf of providers to promote accountability and ownership in claim processing.
• Employed analytical reasoning to address and resolve intricate claim issues by executing appropriate remediation steps.
• Managed escalated customer inquiries effectively and efficiently.
• Collaborated with cross-functional teams to resolve complex issues.
• Documented resolution processes to improve knowledge sharing across teams.
• Maintained a high level of quality assurance throughout the escalation process.
• Investigated customer complaints and identified root cause of the issue.
• Monitored ongoing escalations for resolution progress.
• Participated in regular meetings with management team members to discuss best practices in resolving escalations quickly and efficiently.

• Delivered high-volume call center support to enhance operational efficiency.
• Resolved provider inquiries through effective communication and detailed research.
• Analyzed claims data to identify discrepancies and facilitate timely resolutions.
• Collaborated with cross-functional teams to enhance provider satisfaction initiatives.
• Documented case findings in the internal system for accurate record-keeping.
• Assisted providers in resolving claims and clarifying member benefits.
• Facilitated referral and authorization processes for provider inquiries regarding member benefits.
• Provided comprehensive claim support for facilities and providers, ensuring timely resolutions.

Coached and managed team of associates to consistently exceed branch sales goals.

Established clear expectations and enforced accountability for performance outcomes.

Resolved conflicts and addressed sensitive employee issues effectively.

Retained and cultivated relationships with existing clients while acquiring new clientele.

Utilized tracking tools to monitor associate progress and performance metrics.

Developed associates through targeted training and coaching initiatives to encourage advancement.