Tyler Owensby
Huntington Beach,CA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
13
13
years of professional experience
Work History
Customer Success Specialist
Hoag Memorial Hospital
09.2021 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Cultivated customer loyalty, promoted repeat business, and improved sales.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Supported Account Management Team with account renewals and collections
- Collaborated with our legal counsel to create service marks to support product development and brand development
- Developed and implemented well-being product that was developed to support the customer needs
- Coordinated customer and prospect events to promote sales and product growth initiatives
Employer and Broker Specialist
Kaiser Permanente
06.2019 - 08.2021
- Resolved escalated issues, improved operations, and provided exceptional client support for Kaiser Permanente Insurance Company brokers and employer groups
- Followed up with external vendors, internal partners and stakeholders to gather information and resolve issues
- Developed and implemented process flow improvement and standardization
Senior Case Manager
Kaiser Permanente
09.2016 - 06.2019
- Responsible for handling grievances and appeals process through investigation, preparation, effectuation and presentation of appropriate materials for review
- Partnered with internal and external departments, Medical Group and staff to achieve resolution for member concerns
- Managed databases for team case load
- Responsible for timely case resolutions and compliance with federal and state regulations, laws and accreditation standards
- Created well-written, effective care plans appropriately following standards and guidelines of Kaiser Permanente Foundation Health Plan (KPFHP), CMS standards and member needs
- Liaised with member and KPFHP to expedite financial assistance not covered by insurance.
Dispatcher
First Responder EMS
01.2011 - 03.2015
- Directed up to 30 emergency and non-emergency vehicles and facilitated 8+ hospitals with patient discharge, planning routes based on hospital availability, while ensuring operations are within contractual, State, Sacramento, Placer and Yolo County guidelines
- Developed employee relations and streamlining emergency medical operations through effective communication with dispatch team and 70 field employees
- Maintained and enhanced patient services, coordinating with multiple insurance companies to facilitate patient transfers and repatriation
- Managed staffing of the field crews in compliance with labor relations contracts
Education
Bachelor of Arts - Communication Studies
Colorado State University
Fort Collins, CO05.2016
Skills
- Social media platforms
- Research
- Analyzing business processes
- Interpersonal, verbal and written communication
- Conflict resolution and mediation with the ability to to secure action from multiple stakeholders
- Critical thinking
- Customer relations
- Account changes
- Professional relationships
- Inside sales
- Client needs assessment
- Account management
Timeline
Customer Success Specialist
Hoag Memorial Hospital
09.2021 - Current
Employer and Broker Specialist
Kaiser Permanente
06.2019 - 08.2021
Senior Case Manager
Kaiser Permanente
09.2016 - 06.2019
Dispatcher
First Responder EMS
01.2011 - 03.2015
Bachelor of Arts - Communication Studies
Colorado State University
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