TIFFANY ANDERSON
Rancho Cucamonga,CA
Summary
Dynamic Team Manager at Kaiser Permanente with a proven track record in coaching and mentoring staff to enhance customer service and operational efficiency. Skilled in performance monitoring and process improvement, I excel in fostering team collaboration and ensuring HIPAA compliance, driving quality outcomes in fast-paced environments.
Overview
24
24
years of professional experience
Work History
Team Manager
Kaiser Permanente
07.2021 - Current
- Coach, train, mentor and supervise Appointment Clerks for the New Member Entry Regional Department
- Monitor daily schedules of agents within the department to ensure necessary coverage to maintain satisfactory service levels
- Collaborate with the Labor Union and Call Center Management to promote achievement of organizational and center goals
- Work as liaison between Appointment Center and the medical office clinical staff to review scheduling protocols and update guidelines
- Assist staff with payroll inquiries, timecard coding and work absence management including leaves of absence
- Monitor agent phone calls to ensure we provide the highest level of customer service
Appointment Services Supervisor
Kaiser Permanente
05.2018 - 07.2021
- Coached, trained, mentored and supervised Appointment Clerks for the Inland Empire Appointment Center
- Monitored daily schedules of agents within the department to ensure necessary coverage to maintain satisfactory service levels
- Collaborated with the Labor Union and Call Center Management to promote achievement of organizational and center goals
- Worked as liaison between Appointment Center and the medical office clinical staff to review scheduling protocols and update guidelines
- Assist staff with payroll inquiries, timecard coding and work absence management including leaves of absence
- Monitor agent phone calls to ensure we provide the highest level of customer service
Team Leader
Cedars Sinai Health System
07.2007 - 12.2017
- Monitored and coordinated the daily operations and activities of the Scheduling/Registration Staff
- Assisted in the supervision of 18-30 employees depending on assignment
- Completed provider template updates and changes
- Initiated and analyzed reports related to the activities of the area to assure accuracy, efficiency and appropriate utilization of resources
- Monitored schedules to ensure registration and financial clearance expectations were met for the 8 Outpatient clinics the department supported
- Created job aids as needed to assist staff with department policies and procedures
- Worked in partnership with supervisors and managers of other areas to find the best practice of providing high level quality service to our customers using appropriate quality service standards
- Resource for all team members in relation to coaching, cost containment efforts, and customer satisfaction
- Helped resolve initial patient grievances
- Conducted daily phone audits
- Reviewed Scheduling and Registration errors for quality assurance purposes
- Trained new employees on registration and scheduling processes in EPIC
Team Lead
Universal Care
09.2001 - 06.2006
- Assisted with the supervision of over 20 employees
- Conducted weekly audits of phone calls and call documentation
- Assisted members and providers with medical claims inquiries
- Resolved initial member and provider grievances
- If the matter could not be handled on the initial level, I submitted formal grievances to the Appeals and Grievance Unit for further assistance
- Answered a minimum of 55 calls per day, including all supervisor calls
- Assisted members with provider changes and assignments, which included medical, dental and vision provider selections
- Coordinated training of employees including all new hires
- Created teaching outlines and determined instructional methods
- Assisted members with benefit clarification and billing premium inquiries
Member Service Associate
Blue Shield of California
02.2001 - 09.2001
- Interpreted and clarified benefits for members and providers
- Responded to member and provider correspondence via fax and mail
- Assisted members and providers with benefit clarification and medical claims issues
- Assisted members with medical provider changes and assignments
- Researched medical claims
- Submitted initial written grievance and appeals for members and providers to the appropriate department for review
- Answered a minimum of 65 calls per day
Education
High School -
George Washington preparatory High School
Los Angeles, CA06.1995
Skills
- ADT trainer for EPIC
- Supervisor 101 training
- Medical Terminology
- Reorganize administrative procedures
- Hospital protocols
- Quality assurance
- Customer Service skills
- Coaching and mentoring
- Schedule management
- Team building
- Performance monitoring
- Process improvement
- Problem solving
- Interpersonal communication
- Staff management
- Performance coaching
- Performance reviewing
- Positive attitude
- Multitasking Abilities
- Problem-solving abilities
- Team leadership
References
References available upon request.
Activities
Unit Base Team (UBT) Manager Co-lead
References
References available upon request.
Timeline
Team Manager
Kaiser Permanente
07.2021 - Current
Appointment Services Supervisor
Kaiser Permanente
05.2018 - 07.2021
Team Leader
Cedars Sinai Health System
07.2007 - 12.2017
Team Lead
Universal Care
09.2001 - 06.2006
Member Service Associate
Blue Shield of California
02.2001 - 09.2001
High School -
George Washington preparatory High School
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