Tabitha Minton

Responsibilities – Front Line MET
• Handled inbound and outbound calls to various departments within the company to ensure timely communication and issue resolution.
• Resolved member and provider inquiries by researching claims, reviewing benefits and eligibility, and verifying pharmacy and medical prior authorizations.
• Trained new agents on proper procedures using Central Point articles and company guidelines to ensure consistency and compliance.
• Sent faxes to providers and vendors regarding critical documentation and correspondence.
• Updated Primary Provider Group (PPG) information for members and providers, ensuring data accuracy.
• Created and submitted escalation tickets for complex issues requiring higher-level review.
• Managed and responded to internal and external emails in a timely and professional manner.
• Filed appeals and grievances in accordance with company policy and regulatory requirements.
• Maintained service level agreements (SLAs) and quality standards across all tasks to support team and organizational goals.

Responsibilities – Back Line MET Support
• Supported agents through multiple chat platforms, offering real-time assistance with escalations and process clarification.
• Achieved positive outcomes in high-stress situations, including supervisor callbacks and sensitive issue resolution.
• Maintained high performance by consistently meeting monthly metrics and quality benchmarks.
• Assisted in meeting deadlines and goals for various working projects and department initiatives.
• Played a key role in driving team success through collaboration, communication, and a strong focus on solutions.

Managed high-volume inbound communications including phone calls, emails, voicemails, faxes, and document handling, while ensuring exceptional response times, accuracy, and service quality.

Resolved customer inquiries and issues efficiently, consistently meeting or surpassing quality assurance goals and performance metrics.

Trained and mentored new team members, leading onboarding sessions, providing continuous feedback, and supporting skill development to ensure a smooth transition into their roles.

Supported cross-functional projects by contributing to research, administrative coordination, and team-driven initiatives—demonstrating strong organizational abilities and adaptability in a dynamic environment.

Maintained exemplary service performance during personal health challenges, including working up to the day before surgery—highlighting resilience, dedication, and professionalism under pressure.

Acted as a mentor and peer coach, fostering a positive, collaborative learning environment that accelerated new hire integration and improved team cohesion.

Managed high-volume incoming communications, including phone calls, emails, voicemails, faxes, and copying, while maintaining exceptional response times and accuracy.

Resolved customer issues promptly and effectively, consistently meeting or exceeding quality goals and performance standards.

Trained and mentored new team members, delivering onboarding guidance and supporting their development through ongoing feedback and coaching.


Supported special projects, contributing to research, administrative tasks, and team initiatives with strong organizational skills and adaptability.

Maintained outstanding service levels during a personal health journey, working up to the day before surgery—demonstrating resilience, commitment, and professionalism in challenging circumstances.

Acted as a mentor to new hires, fostering a supportive learning environment and accelerating their integration into the team.