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Taylor Bray
Summerfield,FL
Work Preference
Summary
Dynamic and results-driven Healthcare Engagement Specialist and Supervisor with 10 years of extensive experience leading high-performing, remote member services teams within fast-paced clinical and insurance environments. Proven expert in driving patient engagement, de-escalating complex inquiries, and overcoming resistance to clarify intricate medical benefits, claims, and healthcare services. Proficient in maintaining strict data integrity across multiple Electronic Health Records (EHR) and CRM platforms while consistently steering teams to exceed productivity, quality, and compliance benchmarks. Recognized for active listening, cultural competence, and coaching staff to build trust with diverse teams to enhance outcomes.
Overview
19
19
years of professional experience
Work History
Healthcare Advocate Humana Tier 4
Everise Inc.
08.2025 - 01.2026
- Managed a high-volume queue of 60+ inbound calls daily from Humana members, resolving inquiries regarding complex medical benefits, prior authorizations, and care coordination plans while maintaining a 95%+ first call resolution rate.
- Served as a trusted point of contact for vulnerable populations, applying therapeutic communication and active listening to manage highly emotional, complex calls regarding coverage denials or delayed care.
- Conducted deep-dive account audits and medical history research to identify root causes of complex coverage variances, streamlining resolution timelines and preventing future service bottlenecks.
- Maintained 100% HIPAA compliance while simultaneously navigating multiple complex software systems, accurately documenting clinical notes and member interactions to ensure flawless data integrity and audit readiness.
- Demonstrated strong self-motivation and time management in a remote setting, effectively balancing high inbound call volumes with real-time administrative documentation and tasks to meet all daily productivity metrics.
- 40 hours / Week / Remote
- Facilitated communication between healthcare providers and patients to ensure continuity of care.
Engagement Specialist
Carenet Healthcare
09.2024 - 08.2025
- Conducted targeted inbound and outbound telephonic outreach to educate health plan members on preventive care benefits, driving high engagement and scheduling for vital in-home clinical assessments.
- Applied targeted engagement strategies to de-escalate reluctance, consistently achieving high conversion rates from initially resistant health plan members.
- Drove member utilization of vital health programs by articulating service offerings clearly and validating enrollment eligibility with high attention to detail.
- Captured precise, audit-ready interaction notes during live member calls, sustaining peak performance metrics and volume targets in a fast-paced, remote operational setting.
- Delivered high-quality, patient-centered service within a fully remote workspace, independently managing high-volume clinical workflows while maintaining 100% adherence to HIPAA security and data privacy standards.
- 40 hours / Week / Remote
Overnight Assistant Manager
Circle K
Plant City, Fl
09.2016 - 05.2019
- De-escalated volatile customer grievances and resolved service issues rapidly under high-volume pressure, protecting the Circle K brand reputation and sustaining high customer retention and loyalty scores.
- Directed autonomous overnight store operations, supervising third-shift staff and executing comprehensive store opening/closing procedures to ensure 100% operational readiness for morning peak hours.
- Trained, mentored, and supervised overnight personnel, setting clear performance expectations and workflows that increased shift productivity and ensured flawless execution of nightly operational tasks.
- 40 hours / Week
Lawn Care Specialist
Hunter Lawncare
Plant City, Fl
02.2013 - 11.2016
- Managed end-to-end residential and commercial lawn care operations, combining sharp attention to aesthetic detail with efficient time management to consistently exceed client satisfaction benchmarks.
- Served as the primary point of contact for client inquiries, resolving service adjustments or feedback with high professionalism to secure lasting, trust-based relationships.
- 40 hours / Week
Overnight Housekeeping Supervisor
Benchmark International Arena
Tampa, FL
02.2015 - 08.2016
- Directed facilities maintenance and cleaning workflows for major event spaces, optimizing staff allocation to ensure rapid turnaround times and flawless presentation standards.
- Coordinated complex labor schedules for 15+ staff members, orchestrated comprehensive onboarding and training programs for new hires, and managed high-volume inventory logistics to ensure seamless event execution for NHL games and high-capacity concert events.
- Enforced rigid facility security, asset-protection, and OSHA safety protocols during high-risk overnight hours, conducting detailed property walkthroughs to mitigate structural liabilities and secure restricted stadium zones.
- 40 hours / Week
Route Supervisor/Driver
1-800-GOT-JUNK
Riverview, Fl
10.2006 - 02.2012
- Supervised and mentored on-site truck teams, enforcing 1-800-GOT-JUNK service standards and safety protocols while handling complex residential and commercial cleanouts with efficiency.
- Managed upfront job quoting and point-of-sale financial transactions, ensuring meticulous auditing of cash, credit, and digital invoicing protocols while maintaining full adherence to company revenue metrics.
- 40 hours / Week
Education
High School Diploma -
Florida Virtual School
Orlando, FL08-2007
Information Technology Support Certificate - undefined
Merit America
06-2026
Skills
- OSHA Compliance
- HIPAA compliance
- Healthcare Member Support
- Benefits & Coverage Assistance
- Managing Resistance & De-Escalation
- Empathy & Active Listening
- Remote Call Center Operations
- CRM & Multi-System Navigation
- HIPAA Compliance
- Problem Solving & Critical Thinking
- Scheduling & Coordination
- Documentation & Data Accuracy
- Communication & Rapport Building
- Time Management & Prioritization
- High-Volume Call Handling
- Healthcare navigation
- Ethics and confidentiality
- Patient safety
- Healthcare ethics
- Healthcare management
- Quality improvement
- Client engagement
- Healthcare education
- Healthcare operations
- Healthcare administration
- Compliance
- Regulatory requirements
- Healthcare advocacy
- Teamwork
- Healthcare reporting
- Customer service
- Problem-solving
- Teamwork and collaboration
- Time management
- Attention to detail
- Punctual and hardworking
- Problem-solving abilities
- Calm and effective under pressure
- Multitasking
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Cashier - Achieved highest Number of new credit accounts opened within one-month period.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Achieved the highest ratings for customer satisfaction across the entire company.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Languages
English
Native or Bilingual
Timeline
Healthcare Advocate Humana Tier 4
Everise Inc.
08.2025 - 01.2026
Engagement Specialist
Carenet Healthcare
09.2024 - 08.2025
Overnight Assistant Manager
Circle K
09.2016 - 05.2019
Overnight Housekeeping Supervisor
Benchmark International Arena
02.2015 - 08.2016
Lawn Care Specialist
Hunter Lawncare
02.2013 - 11.2016
Route Supervisor/Driver
1-800-GOT-JUNK
10.2006 - 02.2012
Information Technology Support Certificate - undefined
Merit America
High School Diploma -
Florida Virtual School