Trona Rae Collins Blake
Springtown,TX
Summary
To secure a challenging position in which my expertise will be used to provide a wide range of support. The ideal position will encourage flexibility, creativity and individualism. I am a team player capable of working well with co-workers. Outstanding organizational skills with ability to perform multiple tasks independently.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Community Engagement Coordinator
Care N Care
Dallas, TX
05.2022 - Current
- I set up and attended events, made new acquaintances for more sales opportunities.
Quality Control Trainer
Care N Care
Dallas, Texas
08.2021 - 05.2022
- Provided training to new team members on benefits and eligibility, claims status and complex claims routing, billing, enrollment, provider search, PCP assignment and appointment setting, provider portal questions, benefit education, appointments and RSVP processing, assist with incoming enrollment facilitation, supporting health plan events, prior authorization status, pharmacy inquiries, provider dispute/appeals, members appeals and grievance.
- Preformed refresher trainings for existing team members when required.
- Assisted in maintaining Customer Experience team processes and procedures and identify and report trends in gaps by call monitoring evaluations on a monthly basis
- Responsible for suggesting and assisting with implementing methods to improve efficiency and service, assisted with training documentation development.
- Assisted the team with maintaining personal metrics with suggestions from call evaluations.
- Other duties as assigned by management
Customer Experience Agent
Care n Care
Fort Worth, TX
02.2014 - 08.2021
- Provided exceptional service for members, providers and PHI approved callers by telephonic, electronically or in person.
- Assisted members and healthcare providers with issues including but not limited to benefits and eligibility validation, claims status and complex claims routing, billing, enrollment, provider search, PCP assignment and appointment setting, provider portal questions, benefit education, appointments and RSVP processing, assist with incoming enrollment facilitation, supporting health plan events, prior authorization status, pharmacy inquiries, provider dispute/appeals, members appeals and grievance and other inquiries as presented.
- Identified escalations as necessary to the management team
- Maintained personal metrics on a monthly basis set my management team
- Provided outreach to engage members for welcoming new members to the health plan, customer retention and loyalty, quality healthcare initiatives, PCP updates, and other special projects as assigned.
- Interacted with support resources, internally and externally, as applicable to resolve member inquires.
- Other duties as assigned by management
Insurance Sales Agent
Care N Care (Silverback)
Ft. Worth, Texas
11.2011 - 02.2014
- Experienced Licensed Sales Agent with a proven track record of success in sales and customer service.
- Well-versed in product knowledge and customer relations.
- Highly motivated and driven Sales Agent with 20+ years of experience.
- Adept at developing relationships with customers and delivering exceptional service.
- Other duties as assigned by management
Skills
- Sales Force
- Ring Central
- Facets
- Acuity Connect
- Elixir Pharmacy Portal
- Chrome
- Microsoft Teams
- Microsoft Word
- Microsoft Outlook
- Microsoft Excel
- Fire Fox
- Internet Explorer
- Concur
- Multiple insurance quoting system
- AS400
Certification
- Certified Insurance Sales Agent
Timeline
Community Engagement Coordinator
Care N Care
05.2022 - Current
Quality Control Trainer
Care N Care
08.2021 - 05.2022
Customer Experience Agent
Care n Care
02.2014 - 08.2021
Insurance Sales Agent
Care N Care (Silverback)
11.2011 - 02.2014
- Certified Insurance Sales Agent
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