Taylor Fletcher
Jacksonville
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
2026
2026
years of professional experience
Work History
Senior Account Liaison
Aetna CVS Health
2025 - Current
- Assist in managing client accounts, addressing inquiries, and providing timely resolutions.
- Respond to and resolve multiple claim, precertification, and benefit coverage inquiries.
- Facilitate communication between business partners and internal teams to ensure alignment on project goals.
- Conduct regular client meetings to review accounts and ensure business needs are met.
- Develop and deepen customer relationships to drive satisfaction and sales.
- Conduct detailed research on various insurance plans to provide informed recommendations based on clients' specific healthcare requirements.
- Make outbound calls to business partners and customers to discuss and resolve account needs.
Senior Coordinator, Complaints and Appeals
Aetna CVS Health
12.2021 - 01.2025
- Analyzed and processed appeals to ensure compliance with legal and regulatory standards.
- Reviewed documentation for accuracy and completeness, reducing processing errors significantly.
- Maintained up-to-date knowledge of industry regulations impacting appeal processes and procedures.
- Managed high-stress situations with professionalism, ensuring that appeals were handled promptly and accurately even under tight deadlines or heavy caseloads.
- Achieved successful appeal outcomes by meticulously reviewing and analyzing claim denials.
- Educated clients on their rights and responsibilities throughout the appeals process, ensuring a clear understanding of expectations and potential outcomes.
Senior Customer Service Representative
Aetna CVS Health
12.2018 - 12.2021
- Resolved customer inquiries efficiently, enhancing overall satisfaction ratings.
- Mentored junior representatives, improving team performance and knowledge retention.
- Managed complex escalations, ensuring timely resolutions aligned with company policies.
- Analyzed customer feedback to identify trends and implement service improvements.
- Developed training materials for onboarding new staff, increasing training effectiveness.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
Administrative Coordinator
Member Benefits, Inc.
07.2015 - 11.2018
- Coordinated office activities to enhance operational efficiency and support team objectives.
- Managed scheduling of meetings, ensuring optimal use of resources and time management.
- Answered a high volume of phone calls and responded to inquiries from customers, vendors and other external contacts.
- Maintained a well-organized filing system to ensure easy access to important records and documents.
- Managed calendars, scheduled appointments, and coordinated travel arrangements for senior staff members.
- Greeted visitors with professionalism and enthusiasm to provide support and direct guests to appropriate department.
Education
High School Diploma -
Duncan U. Fletcher High School
Neptune Beach, FloridaSkills
- Product knowledge
- Account management
- Problem-solving
- Time management
- Organizational skills
- Decision-making
- Analytical thinking
- Adaptability
Timeline
Senior Coordinator, Complaints and Appeals
Aetna CVS Health
12.2021 - 01.2025
Senior Customer Service Representative
Aetna CVS Health
12.2018 - 12.2021
Administrative Coordinator
Member Benefits, Inc.
07.2015 - 11.2018
Senior Account Liaison
Aetna CVS Health
2025 - Current
High School Diploma -
Duncan U. Fletcher High School