Tataneisha Williams
Gastonia,NC
Summary
Technical Training Senior Analyst with exceptional teamwork, leadership and communication skills. Over 8 years of experience working on large-scale projects as well handling daily operational requests. Exceptional technical understanding to meet project deadlines. Also continue to obtain knowledge so that I am able to advance within my career field
Overview
20
20
years of professional experience
1
1
Certification
Work History
Technical Training Senior Analyst
Evicore Healthcare
01.2012 - Current
- 2018-Current- Technical Training Senior Analyst - Delivers specific delegated tasks assigned by a supervisor in the Coaching & Training job family
- Responsible for development and delivery of training materials on company products, processes and technologies so as to ensure that team members develop, maintain, and increase their own technical and/or process knowledge
- Develops and implements training activities directed at both employee competencies and technical skills
- Owns smaller-scaled training initiatives, or pieces of larger training-related projects
- Collaborates with other functions to ensure that course materials reflect current specifications and to obtain information on new processes, IT programs and equipment
- Completes day-to-day Technical Training tasks without immediate supervision, but has ready access to advice from more experienced team members
- Tasks involve a degree of forward planning and anticipation of needs/issues
- Resolves non-routine issues escalated from more junior team members.
- Developed strong rapport with colleagues and staff members, promoting teamwork within the workplace environment.
Physician Support Unit Escalation Specialist
Evicore Healthcare
02.2018 - 10.2018
- Provides performance coaching and mentoring to PSU Rep I and Rep II staff.
- Handles the highest level escalations from agents, HP and Client Services.
- Assesses any necessary updates for training materials or process improvement and collaborating with appropriate parties to implement them
- Serves as a formal subject matter expert for the PSU Team
Physician Support Unit Rep I
Evicore Healthcare
08.2014 - 02.2018
- Accepts 70-100 calls per shift from the phone queue, meeting departmental productivity standards for each call
- Educate callers about the Health Plan requirements for pre-authorizations, reconsiderations, and appeals
- Maintain a depth of knowledge of pre-authorization, reconsideration, and appeals policies, understanding the complex processes that can result in denied requests
- Work with patients, sites, and physician's offices to investigate and resolve pre-certification issues, and promptly transfer calls when appropriate
- Accept back-to-back calls while toggling through various applications on multiple screens
- Exceed performance metrics and provide accurate information to callers with courtesy
Intake/Senior Representative
Evicore Healthcare
01.2012 - 08.2014
- Accept 70-100 inbound calls from Health Plan clients, providers, and imaging centers seeking pre-authorization
- Properly handle and verify patient record under HIPAA and PHI, and secure confidentiality for each call
- Accept multiple back-to-back calls utilizing various applications on multiple screens and properly enter all patient, provider, and imaging center data
- Follow the complete formal script pathway with each caller, identifying and transferring any calls that cannot be resolved via the formal script to the appropriate person or department
- Remain client focused at all times, with the ability to independently resolve customer inquiries and complaints with one-call resolution.
Certified Nurse Aide (CNA)
Hampton Regional Medical Center
09.2008 - 11.2011
- Assisted nursing staff on various units, with duties including prioritizing patient care, monitoring patient status, taking vital signs, patient grooming and bathing, conducting patient / family education and support, and other duties as needed
- Entered medical data into computer system, maintained confidential records, provided patient care, and assisted with admitting, discharging, and transporting patients.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Monitored vital signs and reported changes to nurses for timely intervention.
Customer Service Manager
Walmart
05.2004 - 10.2007
- Interacted with customers extensively to maintain customer satisfaction
- Supervised a staff of 20, trained new employees, monitored work for quality while staying within dictated specs
- Provided performance coaching and implemented strategies for career development
- Assisted team with escalated issues.
- Took ownership of customer issues and followed problems through to resolution.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
Education
High School Diploma -
Estill High School
Estill, SC05.2001
Skills
- Teaching and Mentoring
- Customer Service
- Problem-solving abilities
- Attention to Detail
- Verbal and written communication
- Time Management
- Remote Learning
- Creative Problem-Solving
- Training Needs Analysis
- Subject matter expertise
- Group and individual instruction
- Training material development
Certification
EviCore Healthcare Bluffton, SC Ulysses Training Service Mentor/Ulysees Learning Service Mentor
Association of Talent Development ATD Certification for Virtual Training & Facilitation
Timeline
Physician Support Unit Escalation Specialist
Evicore Healthcare
02.2018 - 10.2018
Physician Support Unit Rep I
Evicore Healthcare
08.2014 - 02.2018
Technical Training Senior Analyst
Evicore Healthcare
01.2012 - Current
Intake/Senior Representative
Evicore Healthcare
01.2012 - 08.2014
Certified Nurse Aide (CNA)
Hampton Regional Medical Center
09.2008 - 11.2011
Customer Service Manager
Walmart
05.2004 - 10.2007
High School Diploma -
Estill High School
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