Terri Jennings
Tampa,FL
Summary
Dedicated Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training and production scheduling. Sets example for work ethic, punctuality and quality.
Overview
18
18
years of professional experience
Work History
Grievance Team Lead
WellCare/ Centene Health Plans
Tampa, Florida
09.2010 - 12.2023
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Trained new staff in relevant processes and procedures.
- Delegated daily tasks to team members to optimize group productivity.
- Delegated tasks appropriately according to individual skill sets.
- Conducted huddles/ Team building with the team at a minimum bi-weekly to go over roadblocks/announcements to ensure team understanding and implementation.
- Provided reports to the team needed to ensure all cases are closed within the compliance timeframe provided by the Centers of Medicare and Medicaid Services (CMS).
- Assisted with Quality Assurance, rebuttals and coaching's.
- Assisted with CMS audits
Contract Coordinator
Wellcare/Centene Health Plans
Tampa, FL
02.2008 - 09.2010
- Conducted regular audits of existing contracts to ensure that they are still valid and up-to-date.
- Facilitated communication between multiple parties throughout the duration of a contract period.
- Maintained a database of all contractual documents including expiration dates and renewal terms.
Senior Customer Service Representative
WellCare/ Centene Health Plans
Tampa, FL
09.2005 - 02.2008
- Handled difficult situations with tact, diplomacy, and professionalism.
- Conducted customer service training for new hires.
- Responded promptly to inquiries from customers about products or services.
- Managed incoming calls from customers while providing exceptional service.
- Resolved escalated customer complaints in a timely manner.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
Education
Associate of Arts -
University of Maryland - Baltimore County
Baltimore, MDSkills
- Schedule Management
- Performance Monitoring
- Production Monitoring
- Trend Tracking
- Regulatory Compliance
Timeline
Grievance Team Lead
WellCare/ Centene Health Plans
09.2010 - 12.2023
Contract Coordinator
Wellcare/Centene Health Plans
02.2008 - 09.2010
Senior Customer Service Representative
WellCare/ Centene Health Plans
09.2005 - 02.2008
Associate of Arts -
University of Maryland - Baltimore County
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