Taylor Draper
Las Vegas,NV
Summary
Healthcare operations leader managing payer relations and resolving complex customer issues; recognized for coaching teams to perform root-cause analyses and implement process improvements. Improve service delivery and compliance across dynamic healthcare environments through measurable operational results.
Overview
10
10
years of professional experience
Work History
Key Accounts Coordinator
Byram Healthcare
Salt Lake City, Utah
03.2022 - 01.2026
- Entrusted by executive leadership to resolve high-impact customer and payer escalations while ensuring SLA compliance.
- Managed escalated payer and patient relationships, becoming the requested contact for resolution.
- Successfully de-escalated severe customer situations and worked to rebuild trust and retain patients.
- Facilitated communication between insurance payers and managed care teams, ensuring timely resolution of contract changes.
- Coordinated with billing and claims departments on claim resubmissions and payment issues.
- Maintained comprehensive knowledge of Medicare, Medicaid, and commercial payer requirements for compliance.
- Verified documentation and eligibility for compliant order processing, coordinating corrections with physician offices.
- Addressed Better Business Bureau complaints and sensitive customer concerns, investigating issues and engaging directly with patients for resolution.
- Conducted root-cause analysis on service failures, coaching teams on preventive measures to reduce recurrence.
- Provided coaching and performance feedback to Customer Service Representatives, Team Leads, and Supervisors, reviewing calls to identify opportunities for improvement.
- Communicated payer updates, process changes, and service expectations to Customer Service teams through targeted internal communications.
- Rapidly promoted to manage complex patient billing and operations across multiple DME therapies.
Customer Service Representative
Byram Healthcare
Salt Lake City, Utah
03.2022 - 01.2026
- Earned the employee of the month recognition across departments for delivering exceptional customer service.
- Consistently achieved strong quality metrics and maintained accuracy in a fast-paced environment.
- Selected for specialized email support team from a limited pool of customer service representatives.
- Specialized in diabetes-related DME products while managing high-volume patient interactions.
- Mentored new customer service representatives, enhancing team knowledge and improving onboarding experience.
- Achieved promotion within three months for demonstrating reliability and taking on additional responsibilities.
- Progressed rapidly from Customer Service into additional responsibilities and ultimately into Key Accounts coordination.
Server
Creekside Assisted and Senior Living
03.2020 - 06.2022
- Served 50 to 70 residents per meal while fostering strong relationships and ensuring high satisfaction levels.
- Managed weekly server schedules to ensure optimal coverage and adherence to safety regulations.
- Supported daily floor operations to facilitate efficient service delivery and compliance with state policies.
- Conducted interviews and training for new hires to improve team readiness and operational flow.
- Delivered exceptional dining experiences to residents and their families.
- Provided friendly and attentive service to enhance resident satisfaction.
Cashier
R&R BBQ
Salt Lake City, UT
05.2019 - 11.2019
- Delivered customer service to 100+ customers each shift, promptly resolving service concerns to enhance customer satisfaction.
- Processed customer transactions efficiently and accurately.
- Processed orders accurately, documenting special requirements to improve service delivery.
- Collaborated with kitchen staff to ensure accurate orders, minimizing customer complaints.
- Maintained a clean and organized service area to uphold operational standards.
Telemarketing
University of Utah Phanathon
Salt Lake City, Utah
09.2015 - 05.2016
- Conducted outreach calls to alumni for fundraising initiatives and engagement efforts.
- Engaged university alumni to promote college initiatives and enhance fundraising efforts.
- Utilized CRM software to manage donor information and track interactions effectively.
- Collaborated with team members to develop effective calling scripts and strategies.
- Facilitated training and orientation for new employees, ensuring accurate data entry and smooth onboarding process.
Education
Bachelor of Science - Kinesiology, Occupational Therapy, Nutrition
The University of Utah
Salt Lake City05-2021
High School Diploma -
Highland High School
Salt Lake CitySkills
- Claims and billing support
- Payer relations
- Medicare and Medicaid expertise
- Prior authorization
- Healthcare operations
- HIPAA compliance
- Root cause analysis
- Process improvement
- Cross-functional communication
- Stakeholder engagement
- Team coaching
- Executive-level escalations
Personal Information
Title: HEALTHCARE OPERATIONS & CUSTOMER SERVICE LEADER
Timeline
Key Accounts Coordinator
Byram Healthcare
03.2022 - 01.2026
Customer Service Representative
Byram Healthcare
03.2022 - 01.2026
Server
Creekside Assisted and Senior Living
03.2020 - 06.2022
Cashier
R&R BBQ
05.2019 - 11.2019
Telemarketing
University of Utah Phanathon
09.2015 - 05.2016
Bachelor of Science - Kinesiology, Occupational Therapy, Nutrition
The University of Utah
High School Diploma -
Highland High School