Rhonda Roberts

Experienced leader bringing 6+ years of quality performance in operations support and supervisory roles. Skilled in mentoring team members to deliver exceptional level of service through every interaction with internal and external customers.

• Account Manager |2005-2006| Thornton Financial Services, San Diego, CA
• Supervisor positions: Customer Service, Quality Assurance, Client Implementation Administrator and Benefit Management |2000 - 2005| MedImpact HealthCare Systems, San Diego, CA
• Account Manager |1999-2000| Expert Practice, San Diego, CA
• Business Analyst, Quality Assurance Lead, Customer Service Representative |1991-1999| Prudential Health Care, San Diego, CA

• Healthcare: Insurance administration/delegation, training and development, human resources: new employee credential verification/onboarding process, eligibility verification, medical terminology, prior authorizations, claims processing, pharmacy benefit/medication coding, utilization management, pharmacy benefit management, provider and hospital credentialing, grievance and appeals, implementation, account management, facilitated enrollment meetings, continuous quality improvement, compliance and risk management.
• Operations: Managed teams of 15+ employees, customer and sales support, account management, training and development, project management, developed standardized operating procedures, job aids and training materials, quality assurance/call monitoring, facilitated calibration meetings, coaching, call escalation, conflict resolution, performance management, workforce management, customer satisfaction, client retention, auditing and continuous quality improvement.
• Education: Enrollment (Admissions), call escalation, financial aid, grievance and appeals, compliance and risk management, training and development, project management, developed standardized operating procedures and job aids, quality assurance/call monitoring coaching, performance management, conflict resolution, customer satisfaction, student retention, pre-evaluations, and auditing.
• Collections: Account management, credit cards, student loans, repossessions, customer service, call escalation, negotiation, and establishing repayment plans.