Rhonda Burrell
Southfield,MI
Summary
Customer service with 20+ years of experience building and maintaining lucrative customer relationships. In addition, to being a strong leader and providing coaching to my peers. Proven healthcare experience and outstanding ability in research, enrollment, billing, claims, benefits, documentation, and quality. Sales Coordinator works as a liaison to support my team by assessing agents' needs and presenting suitable promoted products.
Overview
10
10
years of professional experience
Work History
SR. SALES COORDINATOR INDIVIDUAL
PRIORITY HEALTH
Southfield, MI
08.2022 - Current
- Enthusiastic Sales Coordinator who assists my team with a variety of daily duties which include, scheduling, and assisting agents with daily concerns.
- Create sales strategies and techniques that my team can use for the agents to promote to their clients.
- Plan and execute all events.
- Coordinates mail, shipping, and receiving.
- Manages office supplies and orders materials as necessary and processes event invoices.
- Building Rapport: Communicating with clients or employers about project, event, or campaign expectations and goals.
- Collaborating: with clients or employers, finance teams, and other team members on budgeting and allocating funds.
- Collecting and analyzing feedback from customers and other project users to gauge satisfaction and success.
- Soft skills: Provide excellent customer service, resolve customer complaints, and ensure smooth communication.
- Remote
TEAM LEAD, INDIVIDUAL CUSTOMER SERVICE
PRIORITY HEALTH
Southfield, MI, USA
01.2022 - 08.2022
- A successful Customer Service Team Lead for our contracting team iQor.
- Function as a coach and key support system for the team.
- I am directly involved in the team's growth and development, collaborating closely with each team member to ensure that they provide our customers with the appropriate support and guidance.
- Leadership Knowledge: Responsible for monitoring the work of the team members.
- Identifying areas of opportunity, keeping the team motivated, and recognizing rewarding successes.
- Customer/Client Relations: Ensure the team stays updated on all changes through training and facilitating team meetings.
- I am highly involved in helping resolve complex customer situations, taking ownership of escalations, and working collaboratively with other departments on customer-facing issues.
- Other Scope Duties: Meeting Prep, Services Recoveries, Assisting with interviewing, direct contact for coordinators and SMEs, Management Reviews, Review Quality Evaluations, Education Opportunities, and Skilling.
- Southfield, MI
COORDINATOR, INDIVIDUAL CUSTOMER SERVICE
PRIORITY HEALTH
Southfield, MI, USA
03.2020 - 01.2022
- Worked in the best interest of the team, the company, and our members.
- Able to effectively navigate complicated and/or escalated customer concerns through to completion independently.
- A go-to resource for high-value escalations, service recovery opportunities, and other customer-facing issues meeting all deadlines.
- Able to communicate within all levels of the organization and de-escalate customers’ concerns ensuring successful issue resolution.
- Flexible and able to quickly respond to change.
- Healthcare Knowledge: Provided benefit and eligibility information.
- Analytically access claims and billing concerns as they relate to the Individual product.
- Customer Relations: Educated and mentored CSR, while providing an effortless experience on every interaction.
- Assisted with tracking and overseeing CSR adherence.
- Created and facilitated huddle topics for all updates, reminders, and changes.
- Quality: Listen to calls daily to ensure that the quality guidelines are being followed.
- In addition to, coaching our CSR when the opportunity for improvement is needed.
- Actively review processes, procedures, and knowledge articles on an ongoing basis to determine where improvements and updates are essential.
- Southfield, MI
QUALITY COORDINATOR PATHWAYS
PRIORITY HEALTH
Southfield, MI, USA
10.2019 - 03.2020
- Maintained a comprehensive audit schedule for assigned Customer Service Representatives (CSR).
- Performed random audits and conducted side-by-side coaching for all areas of the Customer Care Center (CCC) to capture results.
- Evaluated the quality of CSR-customer interaction providing objective guidance, and feedback, and identifying opportunities for improvement in areas of CSR performance.
- Assisted with new hire training, and the Quality Performance Program.
- Collaborated with others (such as Customer Service Trainers, and CCC leadership) to ensure continuous quality improvement by way of recommendations based on data analysis.
- Assist in developing and implementing quality program processes and tools that help to achieve team and corporate goals related to a seamless and exceptional customer experience.
- Healthcare Knowledge: Sufficient knowledge of all Priority Health Products.
- Customer Relations: Effectively communicated trends, provided feedback in a thoughtful way, and build rapport with CSR’s and Leadership.
- Southfield, MI
Customer Service / Senior Representative
PRIORITY HEALTH
Southfield, MI, USA
01.2016 - 03.2020
- Assist and educated members, employer groups, providers, colleagues, and agents on health plan benefits while using clear communication and critical thinking skills.
- Provided clarity on claims and billing.
- Consistently created an exceptional experience with each contact, via inbound and outbound calls, face-to-face interactions, online chat, and email correspondence.
- Healthcare Knowledge: Provide benefit and eligibility information.
- Analytically accessed claims and billing concerns with (Medicaid, FF, Individual, Pharmacy, and Provider) products.
- Customer Relations: Educate members and CSR, while providing an effortless experience for every interaction.
- Quality: Listened to calls daily to ensure that quality guidelines were being followed.
- In addition to, coaching our CSR when the opportunity for improvement was needed.
- Actively review processes and procedures on an ongoing basis to determine where improvements can be made.
- Certification: CEB
- Southfield, MI
Education
Master of Health Administration - Gerontology
University of Phoenix
Online01.2014
BS - Human Services Management
University of Phoenix
Southfield, MI01.2012
Skills
- Clear Communication
- Documentation
- Analytical
- Leadership
- Client Relationship Management
- Assessment
- Accounts Receivable
- Diverse Multicultural
- Research
- Quality Assurance
- Medical Claims
- OnBase
- Salesforce
- Champs
- CEB Certified
- Seed
- Facets
- Coaching
- Evicore
- Microsoft Office Suite
- Marketing
- Sales Coordination
- Guiding Care
- LENS/LEX
Personal Information
Title: Customer Service Professional
Timeline
SR. SALES COORDINATOR INDIVIDUAL
PRIORITY HEALTH
08.2022 - Current
TEAM LEAD, INDIVIDUAL CUSTOMER SERVICE
PRIORITY HEALTH
01.2022 - 08.2022
COORDINATOR, INDIVIDUAL CUSTOMER SERVICE
PRIORITY HEALTH
03.2020 - 01.2022
QUALITY COORDINATOR PATHWAYS
PRIORITY HEALTH
10.2019 - 03.2020
Customer Service / Senior Representative
PRIORITY HEALTH
01.2016 - 03.2020
Master of Health Administration - Gerontology
University of Phoenix
BS - Human Services Management
University of Phoenix