Summary
Overview
Work History
Education
Skills
Timeline
Generic

Wendy Rudy

Sandown,NH

Summary

Agile and adaptable staff leader with stellar work history. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.

Overview

22
22
years of professional experience

Work History

Associate Manager of Clinical Support

Carelon
Remote/Manchester, NH
03.2016 - 10.2023
  • · Organized schedules, workflows and shift coverage to meet expected business needs.
  • · Evaluated performance of team members and provided consistent coaching to improve skills..
  • · Managed daily workflow of team members to meet organizational goals.
  • · Maintained accurate records of employee attendance and payroll information.
  • · Assisted with the Interviewing and hiring process.
  • · Managed new hire trainings and onboarding to keep Intake department employees aware of company policies and procedures.
  • · Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
  • · Assisted in developing policies and procedures that improved customer satisfaction ratings.
  • · Monitored customer complaints and provided timely solutions to improve customer experience.
  • · Ensured compliance with company regulations, laws, and safety standards.
  • · Delegated tasks to team members based upon skill level and to achieve organizational goals.
  • · Held Quarterly Team Meetings to inform team members on company news and updates .

·

Clinical Triage Representative

Beacon Health Options
Remote/Manchester, NH
08.2013 - 03.2016

Answered inbound calls and directed them to appropriate Clinical Teams.

  • Triaged incoming calls from either the Emergency Room or Crisis Teams calling for prior authorization.
  • Completed both Member and Provider HIPAA Verifications
  • Actively listened to customers, handled concerns quickly and escalated calls to supervisor as needed.
  • Demonstrated exceptional service skills by going above and beyond to satisfy customers on phone and in person.
  • Met customer call guidelines for service levels, handle times and productivity.
  • Demonstrated strong problem solving skills when faced with challenging situations or complex inquiries from customers.
  • Consistently met daily performance goals set by management team members.
  • Established positive relationships with customers through effective communication techniques.
  • Assisted co-workers during busy periods or whenever needed in order to provide excellent customer service.
  • Participated in team meetings and trainings designed to improve overall job performance.
  • Data entry as needed.

Outpatient Administrative Coordinator Team Lead

Beacon Health Strategies
Woburn , MA
01.2002 - 08.2013
  • Coached an Administrative team of 6 members in techniques necessary to complete job tasks.
  • Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
  • Held monthly Team Meetings to inform team members on Company news and updates.
  • Monitored time and attendance, enforcing compliance with company policies and procedures regarding Absenteeism.
  • Oversaw administrative process for a team of 10 Outpatient Clinicians
  • Coordinated Outpatient Requests for multiple health plan members in MA, NY, RI, CA, WA, WI and TX.
  • Provided exemplary customer service to plan members, providers and contract customers.
  • Developed and Implemented E-Service Innovation in a busy Clinical Department.
  • Engaged in Data Entry to complete claims payment to contracted providers
  • Functioned as a key resource within department on administrative matters and independently resolved issues and questions.
  • Organized and maintained filing systems for sensitive documents.
  • Answered phones and routed calls to appropriate personnel.
  • Provided administrative support to various departments within the organization.

Education

High School Diploma -

Shawsheen Valley Technical High School
Billerica, MA
06-1990

Skills

  • Departmental management
  • Staff Management
  • Staff Training and Development
  • Business Administration
  • Team Collaboration
  • Presentation Preparation
  • Telephone Etiquette
  • Soft Skills
  • Proficient in Microsoft Office
  • Office Administration
  • Time Management
  • Meeting planning
  • Employee Records Management
  • Workload Management
  • Data Entry
  • Data Collection
  • Attention to Detail
  • Employee Development
  • Project Support
  • Meeting Coordination
  • Schedule Management
  • Quality Assurance
  • Customer Service
  • Performance Improvement
  • Verbal and written communication
  • Call Center Customer Service
  • Inbound Phone Call Management
  • Problem-solving skills
  • Filing

Timeline

Associate Manager of Clinical Support

Carelon
03.2016 - 10.2023

Clinical Triage Representative

Beacon Health Options
08.2013 - 03.2016

Outpatient Administrative Coordinator Team Lead

Beacon Health Strategies
01.2002 - 08.2013

High School Diploma -

Shawsheen Valley Technical High School
Wendy Rudy