Stephanie Messana
Summary
Results-driven professional with extensive experience in healthcare operations, customer experience, and project management. Skilled at building strong relationships across teams and organizations, driving process improvements, and ensuring compliance with regulatory requirements. Adept at leading training, developing workflows, and managing multiple priorities in fast-paced environments. Recognized for adaptability, authenticity, and a collaborative leadership style.
Overview
9
9
years of professional experience
Work History
Sr Care Specialist, Interim Team Lead– UR Department, CCR & PSR
Emblem Health
New York, NY
03.2020 - Current
- Serve as liaison between team and leadership, making independent management decisions and resolving escalated issues.
- Lead training for Concurrent Review and Post Service Review teams; create and implement new business processes from inception to completion.
- Collaborate with supervisors, directors, and clinical staff to manage intake requests while balancing full Care Specialist responsibilities.
- Transitioned to Post Service Review (May 2024), overseeing claims workflows including clinical requests, denial reviews, and compliance.
- Spearheaded team engagement initiatives as Cultural Ambassador; created monthly newsletter highlighting team achievements to strengthen remote work culture.
Commercial Call Center Associate
ConnectiCare Inc.
Farmington, CT
07.2018 - 03.2020
- Assisted members with claims, billing, benefits, and eligibility inquiries, ensuring positive customer experience.
- Built rapport and provided tailored solutions to complex member concerns.
- Managed multiple systems simultaneously while maintaining service quality.
- Completed supervisor-requested projects with urgency, accuracy, and professionalism.
- Managed high-volume inbound calls, ensuring prompt and accurate resolution of customer inquiries.
- Developed expertise in billing systems, enhancing efficiency in issue resolution and customer support.
Customer Experience Representative – Level 2
Comcast Corporation
Enfield, CT
04.2016 - 07.2018
- Recognized in “Team Elite” two consecutive quarters and ranked Top 100 nationwide for “Mystery Call” performance.
- Excelled in customer retention, upselling, and promoting company services.
- Applied active listening and problem-solving skills to strengthen customer relationships and meet needs effectively.
Education
Bachelor of Arts - General Studies
Southern New Hampshire University
Hooksett, NH07-2022
Skills
- Software & Systems: Salesforce, SharePoint, Oracle, Microsoft Office Suite, EPIC EMR (CHS), Facets, Clinical Care Advance (CCA)
- Soft Skills: Communication, Decision-Making, Strategic Planning, Relationship Building, Adaptability, Initiative, Teamwork, Organization, Attention to Detail
- Technical Skills: Project Management & Training, Workflow & Content Development, Data Analysis, Process Creation & Optimization
Timeline
Sr Care Specialist, Interim Team Lead– UR Department, CCR & PSR
Emblem Health
03.2020 - Current
Commercial Call Center Associate
ConnectiCare Inc.
07.2018 - 03.2020
Customer Experience Representative – Level 2
Comcast Corporation
04.2016 - 07.2018
Bachelor of Arts - General Studies
Southern New Hampshire University