Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tiffany Lowmaster

Summary

With nearly two years of dedicated customer service experience, I have a proven track record of exceeding performance metrics, delivering exceptional service, and contributing to call center success. I then transitioned into my role as a Senior Intake Coordinator, where I further honed my skills in managing patient information, coordinating appointments, and ensuring accuracy and confidentiality in a healthcare setting.

Now, I am eager to advance my career and seize opportunities for professional growth within the company. I offer strong organizational abilities, a genuine passion for healthcare, and a commitment to learning and development.

Equipped with problem-solving skills, excellent communication, and a dedication to accuracy, I am ready to take on new challenges, drive process improvements, and contribute to the success of the team and the organization.

Overview

13
13
years of professional experience

Work History

Senior Intake Coordinator

Highmark, Inc.
09.2024 - Current
  • Handled all inbound phone inquiries related to utilization management from healthcare providers and pharmacies.
  • Assessed verbal requests, applying critical thinking to address concerns, which often involved research, such as verifying benefit coverage and creating prior authorization cases in Highmark's Utilization Management system.
  • Conducted status research and resolved inquiries related to prior authorization clinical reviews.
  • Ensured accurate information was collected and entered at the beginning of the process to comply with regulatory standards and meet service level agreements.

Customer Service Representative

Highmark Health Options
09.2022 - Current
  • Providing exceptional support to members and providers, addressing inquiries and resolving issues with professionalism and empathy
  • Managing high call volumes, ensuring prompt and accurate responses to enhance customer satisfaction
  • Utilizing various systems to address inquiries and manage interactions, ensuring accurate documentation and efficient service
  • Demonstrating strong communication and problem-solving skills, effectively addressing concerns and offering tailored solutions
  • Consistently meeting and exceeding performance metrics, contributing to team success and operational goals
  • Creating positive customer experiences by providing proactive assistance and prompt follow-ups
  • Responding effectively to shifting customer needs and system changes, continuously improving service processes and improving personal performance

Residential Service Aide

Development of Human Services - Ebensburg Center
06.2014 - 09.2022
  • Contributed to Individual Service Plans (ISP): Assisted in developing ISPs by completing sections of the Living Area Assessment and training plan to ensure comprehensive and accurate information on each individual's strengths, preferences, and needs
  • Implemented ISPs Effectively: Assist in implementing ISPs by executing targeted training plans to provide Active Treatment as detailed in Personal Support Plans (PSP) and Support Actions (SA)
  • Monitoring and Revising ISPs: Helped in tracking and updating ISPs by recording and reporting necessary information on training plans, PSPs, and SAs to enhance the effectiveness of services and address the individual's most urgent needs
  • Collaborating with the Interdisciplinary Team (IDT): Participated in IDT meetings by sharing insights on skills, strengths, and areas of need to optimize the delivery of Active Treatment through collaborative discussion
  • Documented and Communicated Information: Maintained and share detailed records on supports, services, activities of daily living (ADLs), and incidents, following Ebensburg Center policies and procedures
  • Enhanced Living Area Environment: Contributed to improving the living environment by selecting and arranging furniture and equipment, and by overseeing the provision and placement of personal items to create a therapeutic setting
  • Served as a Role Model: Adhered to policies and procedures, advocated for the individuals in care, and upheld their privacy, dignity, and rights consistently
  • Facilitated Opportunities for Choice: Offered individuals choices in their daily activities, balancing risk and growth opportunities to promote personal development
  • Supported Unit Operations: Performed related duties and maintained effective unit operations by regularly interacting with unit and facility staff
  • Adhered to Attendance Policies: Comply with Commonwealth policies and Ebensburg Center procedures regarding time and attendance
  • Reported Incidents Promptly: Reported all incidents and occurrences immediately to the appropriate supervisor or management staff
  • Follow Direct Care Procedures: Completed assigned tasks in accordance with Ebensburg Center policies and the Direct Care Procedure Manual

Residential Service Worker

Quality Life Services
07.2011 - 04.2013
  • Assessed clients' cognitive, physical, and emotional needs to determine and implement appropriate interventions
  • Prepared and submitted reports, reviewing findings and addressing issues with supervisors
  • Provided information and referrals to public and private agencies and community services for additional support
  • Attended group meetings to share information on agency services, requirements, and procedures
  • Developed and implemented behavioral management and care plans tailored to individual client needs
  • Consulted with supervisors to design and refine programs for individual families
  • Transported and accompanied clients to shopping areas and appointments as needed
  • Demonstrated proper use and care of equipment for tenant use
  • Assisted in planning food budgets using charts and sample budgets
  • Ensured adherence to sanitation, maintenance requirements, and parking regulations set by owner and management
  • Informed tenants about available facilities such as playgrounds
  • Helped locate housing for displaced individuals and facilitated their transition
  • Educated clients on the consequences of delinquent acts
  • Oversaw daily group activities of residents in institutional settings
  • Monitored clients' food selections and suggested economical and nutritious alternatives
  • Provided guidance on meal preparation methods and proposed healthier alternatives

Education

High School Diploma -

Cambria Heights High School
06.2011

Skills

  • Inbound Call Management: Proficient in handling inquiries from healthcare providers and pharmacies related to utilization management
  • Critical Thinking: Skilled in addressing concerns and conducting research, including benefit verification and prior authorization case creation
  • Regulatory Compliance: Ensures data accuracy and adherence to compliance standards and service level agreements
  • Customer Support: Provide professional, empathetic support to members and providers, resolving issues promptly
  • High Call Volume Management: Effectively manage high call volumes, ensuring timely and accurate responses
  • System Proficiency: Experienced in using systems to manage inquiries and document interactions
  • Communication: Strong verbal communication skills to resolve issues and convey information clearly
  • Performance Achievement: Consistently exceed performance metrics, contributing to team success
  • Customer Experience: Enhance customer satisfaction through proactive assistance and follow-ups
  • Adaptability: Quick to adjust to shifting needs and system changes, continuously improving performance

Timeline

Senior Intake Coordinator

Highmark, Inc.
09.2024 - Current

Customer Service Representative

Highmark Health Options
09.2022 - Current

Residential Service Aide

Development of Human Services - Ebensburg Center
06.2014 - 09.2022

Residential Service Worker

Quality Life Services
07.2011 - 04.2013

High School Diploma -

Cambria Heights High School

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Tiffany Lowmaster