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Provider Experience Senior Supervisor Resume Example

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Jessica Claire
, , 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Summary

Highly motivated and detailed oriented professional with 10+ years experience in billing, account management and client relations with a passion in customer service and account management. Adept in onboarding and ramping up new client business and high-level problem resolution.

Skills
  • Training and onboarding
  • Employee supervision
  • Regulations and procedures
  • Technical reviews
  • Processes and procedures
  • Issue and conflict resolution
  • Systems and automation applications
  • Key accounts and territory management
  • Lead generation
  • Supervision
Experience
05/2020 to Current
Provider Experience Senior Supervisor Logisticare, Inc. Saint Louis, MO,

(Promoted)

  • Formulate work schedules and communicate with individual employees to verify availability and coordinating across departments to staff each shift fully.
  • Oversee and manage a team of 10 Supervisors and Leads.
  • Increase overall department competency by providing adequate training and constructive feedback to newly hired personnel and associates.
  • Manage and oversee 10+ accounts that require long-term escalation management.
  • Assist in monitoring KPI's to ensure associates are meeting standards.
  • Support staff in execution of duties posing special challenges to individual skillsets or logistical limitations of typical operations for a department of 250+ associates; serve as a professional mentor for associates seeking mentorship.
  • Lead in developing solutions resulting in the increase of CSAT and FCR scores to ensure an optimal provider experience on behalf of clients.
  • Meet with the Department of Veteran Affairs on a weekly basis, as the primary point of contact, to ensure any issues are resolved through effective troubleshooting methods.
07/2019 to 05/2020
Provider Experience Lead Centura Health Woodland Park, CO,

(Promoted)

  • Identified as key figure in opening the first centralized Provider Contact Center for the Department of Veteran Affairs.
  • Assisted in creating on-boarding and training materials for over 300+ associates. Provided one-on-one coaching and training sessions.
  • Assisted in identifying industry trends and issues and reported to Senior Management.
  • Monitored call queues and worked to ensure client requirements were being met.
08/2018 to 07/2019
Claims Processor Signature Peformance/Dep. Of Veteran Affairs City, STATE,

(Contracted position with the Department of Veteran Affairs)

  • Maintained a high level of accuracy by processing over 12,000 VA medical claims a month resulting in recognition of performing in the top 10 percentile among claim processors.
  • Responsible for preparing claims for adjudication ensuring correct payment rates per each provider contract was determined correctly.
  • Provided on the job training for newly hired associates.
01/2015 to 08/2018
Patient Account Specialist Signature Performance City, STATE,
  • Increased client revenue by 50% within a 12 month time period by implanting new revenue collection processes.
  • Assisted in creating training material and trained associates on daily processes, systems and protocols.
  • Implemented new client business and assisted in developing new processes and procedures resulting in meeting maximum patient satisfaction and increased revenue.
  • Provided successful conflict resolution methods during escalated client issues.
  • Assigned workflow to each team of associates to ensure proper client guidelines and metrics were being met.
Education and Training
Expected in 12/2005
Bachelor of Arts: Elementary Education
Midland Lutheran College - Fremont, Nebraska,
GPA:
Expected in
Bachelor of Arts: General Studies
University Of Nebraska At Omaha - Omaha, Ne ,
GPA:

(Transferred)

Expected in
Associate of Arts: Accounting
Metropolitan Community College - Omaha, Ne ,
GPA:

(Deferred)

Accomplishments
  • Created highly effective new company processes that significantly impacted efficiency and improved operations.
  • Commended for initiative, persuasiveness, intense customer focus and dependability in performance evaluations with a 99% QA average.
  • Received company award for "Associate of the Year".
Community Involvement

Signature Performance

Community Involvement ARG Chair

2018-Present

  • Initiated and spearheaded company Volunteer Program in 2018.
  • Identify and coordinate networking and volunteer opportunities with local non-profit organizations for company associates.
  • Facilitate monthly member meetings.
  • Create budget proposal.
Relavent Work

Helget Gas Products

Billing/Accounting

July 2013-December 2015

  • Responsible for ensuring billing and invoice accuracy for each client.
  • Tracked daily inventory reports for multiple warehouses located in various regions.
  • Maintained state tax exemptions to ensure proper pricing and invoicing.
  • Primary point of contact for regional managers to communicate and resolve product/inventory discrepancies.

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Resume Overview

School Attended
  • Midland Lutheran College
  • University Of Nebraska At Omaha
  • Metropolitan Community College
Job Titles Held:
  • Provider Experience Senior Supervisor
  • Provider Experience Lead
  • Claims Processor
  • Patient Account Specialist
Degrees
  • Bachelor of Arts
  • Bachelor of Arts
  • Associate of Arts

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