Summary
Work History
Education
Skills
Timeline
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Rayna Taylor -Manuel

Conroe,Texas

Summary

Results-driven healthcare support professional skilled in generating leads and maintaining quality standards. Specializes in member engagement, effectively navigating complex benefits while resolving issues and ensuring a seamless experience through comprehensive communication and support.

Work History

SR. MEMBER ENGAGEMENT SPECIALIST (REMOTE)

BENELYNK
2024 - 2026
  • Generated 30+ qualified leads daily, exceeding the 20-lead goal and driving enrollment, care program participation, and member engagement outcomes.
  • Maintained a 100% quality score with complete, HIPAA-compliant documentation across multiple systems and workflows.
  • Ranked Top Performer monthly for leading the team in outreach productivity, enrollment influence, and member satisfaction.
  • Conducted high-volume outreach via phone, SMS, and email to identify member needs and connect them with care management or community programs.
  • Guided hesitant members using empathetic, decision-support communication, overcoming objections and clearly explaining program value.
  • Resolved complex issues by researching eligibility, benefits, provider networks, and claims, collaborating with cross-functional teams for complete resolution.
  • Managed call dispositions within dialer-based workflows, consistently meeting productivity, CSAT, schedule adherence, and first-contact resolution targets.

Technical Support Specialist (REMOTE)

iQOR
2023 - 2024
  • Provided multi-channel customer support through phone, email, and chat, delivering clear, patient guidance to resolve technical issues and improve customer satisfaction.
  • Provided first-contact resolution by diagnosing technical issues and guiding users through step-by-step solutions.
  • Supported customers with password resets, login issues, portal navigation, and account troubleshooting.
  • Consistently exceeded satisfaction and quality metrics in a fast-paced, ticket-driven environment.

Client Support Specialist (REMOTE)

SPOILED ROTTEN EVENTS
2013 - 2018
  • Managed client communication, scheduling, and service coordination across multiple projects, ensuring smooth operations and positive client experiences.
  • Resolved concerns quickly and professionally while maintaining accurate documentation and supporting cross-functional workflows.
  • Provided product information and recommendations to clients effectively.

Education

Bachelor of Business Administration (B.B.A.) - Management

WILEY UNIVERSITY

Skills

  • Program enrollment
  • Benefits navigation
  • Issue resolution
  • Documentation Accuracy
  • HIPAA compliance
  • CRM Systems
  • System navigation
  • Customer service
  • Objection Handling
  • Rapport building

Timeline

SR. MEMBER ENGAGEMENT SPECIALIST (REMOTE)

BENELYNK
2024 - 2026

Technical Support Specialist (REMOTE)

iQOR
2023 - 2024

Client Support Specialist (REMOTE)

SPOILED ROTTEN EVENTS
2013 - 2018

Bachelor of Business Administration (B.B.A.) - Management

WILEY UNIVERSITY

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Rayna Taylor -Manuel