Summary
Work History
Education
Skills
Educationaltrainingandcertificationbackground
Others
Timeline
Generic

Rebecca B. Quemado

Gibsonia,PA

Summary

Dedicated and professional individual with a deep respect for the inherent worth and dignity of every individual. Passionate about empowering clients through personalized case management, dynamic group coaching and training, strategic community organizing, and effective resource management. Demonstrated ability to foster meaningful connections, drive positive outcomes, and create lasting impact by championing client-centered approaches.

Work History

Quality Performance Coach and Trainer for Medical Customer Service Representatives

Cigna Healthcare
  • Performance Coaching: Provided individualized as well as team coaching to improve CSR performance, focusing on service quality, efficiency, and adherence to company standards
  • Analyzed call metrics, customer feedback, and agent performance to identify improvement areas and develop tailored action plans
  • Training Program Development: Designed and delivered comprehensive training programs for onboarding new hires and upskilling existing representatives
  • Curriculum included effective communication, conflict resolution, product knowledge, and compliance with healthcare regulations
  • Quality Assurance: Monitored and evaluated CSR interactions to ensure alignment with Cigna's standards of excellence
  • Conducted regular quality reviews, provided constructive feedback, and implemented improvement strategies to enhance the customer experience
  • Stakeholder Collaboration: Partnered with leadership teams to align training and quality initiatives with organizational goals
  • Provided insights and recommendations to enhance operational efficiency and customer satisfaction
  • Mentorship and Support: Served as a mentor and support resource for CSRs, fostering a positive and motivating work environment
  • Encouraged professional growth and recognized top-performing team members
  • Results-Driven Approach: Successfully increased customer satisfaction scores and reduced call handling times through targeted coaching and innovative training methods

Medical Call Representative

Cigna Healthcare
  • Customer Assistance: Served as the first point of contact for members, providers, and stakeholders, addressing inquiries related to healthcare plans, benefits, claims, and eligibility
  • Problem Resolution: Resolved complex issues by researching account details, coordinating with internal departments, and providing accurate and timely solutions to ensure customer satisfaction
  • Healthcare Knowledge Application: Applied extensive knowledge of medical terminology, insurance plans, and healthcare processes to effectively communicate with diverse audiences
  • Compliance and Confidentiality: Ensured strict adherence to HIPAA regulations and Cigna policies, maintaining confidentiality and protecting sensitive patient information
  • Multi-Channel Communication: Managed high call volumes through phone and digital platforms while delivering exceptional service and maintaining professionalism in all interactions
  • Performance Metrics: Consistently met or exceeded key performance indicators, including first-call resolution, average handle time, and customer satisfaction scores
  • Team Collaboration: Partnered with team members and supervisors to share best practices, identify process improvements, and contribute to a collaborative work environment

Mental Health and Substance Abuse Intake Specialist

Southwest Pennsylvania Human Services
  • Client Intake and Assessment: Conducted comprehensive intake interviews to evaluate mental health and substance abuse concerns, ensuring a thorough understanding of clients' needs, history, and goals
  • Crisis Intervention: Provided immediate support and interventions for clients in crisis, utilizing de-escalation techniques and evidence-based practices to stabilize situations
  • Treatment Planning: Collaborated with clients, families, and interdisciplinary teams to develop individualized care plans that address both mental health and substance abuse challenges
  • Resource Navigation: Connected clients to appropriate community resources, programs, and support services, ensuring seamless access to care and continuity of services
  • Documentation and Compliance: Maintained detailed, accurate, and confidential records in compliance with HIPAA regulations and organizational standards
  • Advocacy and Support: Advocated for clients' needs and rights while fostering a supportive environment that encourages recovery and personal growth
  • Multidisciplinary Collaboration: Worked closely with therapists, social workers, and healthcare professionals to coordinate care and ensure a holistic approach to treatment
  • Education and Outreach: Provided information to clients and families about substance use, mental health disorders, and available treatment options, promoting informed decision-making

Social Work University Teacher

Southwestern University
  • Curriculum Development: Designed and delivered comprehensive courses on social work theory, practice, ethics, and research methods, aligned with university standards and accreditation requirements
  • Instruction and Mentorship: Provided engaging lectures, facilitated interactive discussions, and mentored students to develop critical thinking, professional skills, and ethical practices in social work
  • Fieldwork Supervision: Guided students through practical field placements, ensuring they applied classroom knowledge in real-world settings and adhered to professional standards
  • Student Assessment: Evaluated student performance through assignments, presentations, and exams, providing constructive feedback to foster academic and professional growth
  • Community Engagement: Collaborated with local organizations and agencies to create partnerships that enriched student learning and addressed community needs
  • Program Development: Contributed to the development and accreditation of social work programs by aligning coursework with industry trends and professional competencies
  • Advocacy and Leadership: Advocated for the importance of social work education and engaged in initiatives to promote diversity, equity, and inclusion within the academic and broader community

Education

Bachelor of Science - Social Work

Silliman University
Dumaguete, Philippines
03-1985

Skills

  • Interviewing, Data Gathering and Needs Assessment
  • Active Listening, Communication with children and youth
  • Critical Thinking & Problem Solving
  • Understanding Human Relationships
  • Resource and Service Coordination
  • Cultural Competence
  • Conflict Resolution
  • Collaboration with Various Stakeholders

Educationaltrainingandcertificationbackground

  • Bachelor of Science in Social Work, MM/DD/YY
  • Project Management
  • Leadership and Organizational Development
  • Conflict Resolution

Others

  • Community Organizer
  • Training Coordinator
  • Intern for The Education Partnership
  • Board member and President of a non-profit organization

Timeline

Quality Performance Coach and Trainer for Medical Customer Service Representatives

Cigna Healthcare

Medical Call Representative

Cigna Healthcare

Mental Health and Substance Abuse Intake Specialist

Southwest Pennsylvania Human Services

Social Work University Teacher

Southwestern University

Bachelor of Science - Social Work

Silliman University

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Rebecca B. Quemado