Summary
Overview
Work History
Education
Skills
Timeline
Generic

Terrane Liddell

Washington,DC

Summary

Dynamic and experienced Client Success Manager with a proven track record in healthcare, patient intake, and customer service roles. Dedicated to leveraging expertise in client relations, healthcare administration, and customer support to drive success and satisfaction for both clients and internal stakeholders. Seeking a challenging opportunity to utilize my diverse skill set and passion for delivering exceptional service to contribute to the growth and success of a forward-thinking organization.

Overview

3
3
years of professional experience

Work History

Client Success Manager

Hinge Health
06.2023 - Current
  • Leveraged prior customer success experience to effectively manage client relationships, address inquiries, and resolve issues, ensuring high levels of customer satisfaction.
  • Developed and communicated new ideas and proposals for Customer Success team improvements, contributing to the enhancement of processes and strategies.
  • Utilized project management skills to lead and coordinate projects in a methodical and goal-oriented manner, meeting project deadlines and deliverables.
  • Demonstrated patience, understanding, and empathy in managing conflict and concerns, fostering positive resolutions and maintaining strong client rapport.
  • Adapted to changes in roles and responsibilities, embracing new challenges and opportunities for growth within the organization.
  • Analyzed customer success metrics, including current usage and key growth stats, to identify trends, opportunities, and areas for improvement.
  • Applied strong business acumen to lead projects and initiatives, driving strategic objectives and delivering measurable results.
  • Developed a general understanding of Cloud and Hyper scaler technologies, SaaS offerings, and Microsoft 365, along with accompanying infrastructure that works with Veeam

Intake Specialist

Blue Cross Blue Shield Of North Carolina
03.2022 - 05.2023
  • Provide clinical review outcome notification to members and providers (verbal and written)
  • Facilitate the processing of referrals for members requiring specialized services or consultations, coordinating with healthcare providers, specialists, and utilization management teams to ensure timely access to care.
  • Document all pertinent information related to the call/inquiry, attach supporting information as applicable and if unable to resolve route to appropriate area for follow up as applicable.
  • Verify member eligibility and coverage status by accessing and reviewing insurance plans, policy details, and benefit information to determine coverage limitations and exclusions.
  • Process new member enrollments, ensuring accurate and timely entry of demographic information, coverage details, and eligibility status into the system.
  • Serve as the first point of contact for members, providers, and internal stakeholders seeking assistance with benefit inquiries, claims processing, and other related matters.
  • First contact of consumer and authorization files/ documents such as PHI's, FEP, Name changes, EOB's, Case Management, New enrollment/change applications, other non-claims

Customer Service Representative

Medstar Washington Hospital Center
02.2021 - 03.2022
  • Handled sensitive patient information with confidentiality, adhering to HIPAA regulations at all times.
  • Provide prompt and accurate responses to inquiries from patients, visitors, and healthcare professionals regarding hospital services, policies, procedures, and general information.
  • Assist patients with scheduling appointments, procedures, and consultations, ensuring efficient use of resources and adherence to scheduling guidelines.
  • Address patient inquiries related to billing, insurance coverage, and payment options, and provide assistance in resolving billing disputes or discrepancies.
  • Verify patient insurance coverage, eligibility, and authorization requirements, and assist patients in understanding their insurance benefits and responsibilities.
  • Maintain accurate and detailed records of all customer interactions, inquiries, and resolutions in the hospital’s electronic medical records system, ensuring compliance with documentation standards and protocols.

Education

Bachelor of Arts - Marketing

Howard University
Washington, DC
05.2023

Skills

  • Client Engagement
  • Project Management
  • Data Analytics
  • Customer Retention
  • Microsoft Office Suite
  • Electronic Medical Record and Billing Software
  • Ability to work under pressure, meet deadlines, and prioritize task efficiently
  • Customer Satisfaction
  • SaaS
  • Strategic Execution
  • Client Relationship Management
  • Business Analytics

Timeline

Client Success Manager

Hinge Health
06.2023 - Current

Intake Specialist

Blue Cross Blue Shield Of North Carolina
03.2022 - 05.2023

Customer Service Representative

Medstar Washington Hospital Center
02.2021 - 03.2022

Bachelor of Arts - Marketing

Howard University

Similar Profiles

CREATE PROFILE
Terrane Liddell