Provider Relations Manager Resume Example

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Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - - -
Professional Summary
Seeking to ignite my career in a position that will fully utilize the talents of a resourceful, experienced and ambitious professional. I can offer superb leadership, communication, analytical and organizational skills. Also, being a team player in a people oriented organization where I can maximize my Customer Service Management skills in a challenging environment to achieve corporate goals.
07/2014 to Current
Provider Relations Manager Healthcare Partners Downtown, WA,
  • Successfully developed process improvements that are currently in use by multiple departments to enhance efficiency and effectiveness of coaching Health Care Professionals in network.
  • Developed nurse practitioner network capacity throughout the U.S. in support of Healthy House Call (HHC)program goals for in-home assessments.
  • Monitored provider schedule adherence through appointment commitment rates, reschedule rate, hours submission,timely evaluation submissions, corrections and urgent emergent reports.
  • Provided mentorship and performance development to Provider Relations Managers.
  • Served as the SME and point of escalation on processes and procedures associated with the Provider Relations Department.
  • Hands on with monitoring and coaching staff. Also, produced daily, weekly and monthly call statistics regarding productivity.
  • Provided continuous improvement suggestions and leadership while developing and inspiring the team to improve performance in a way that creates an excellent customer experience.
  • Responsible for on the floor coaching & development, as well as coaching and developing team members in all areas of performance including, but not limited to metrics and behaviors related to the customer experience.
08/2012 to 09/2013
Customer Service Coordinator - Temp Shakey's Pizza Pico Rivera, CA,
  • Processed background checks for the Federal Bureau Investigations and also provided appropriate information in response to federal firearm licensee questions or issues regarding results of background check.
  • Entered consumer information accurately into the National Instant Criminal Background Check System.Required to maintain government security clearance at all times.
  • Researched and reviewed problems and followed up with clients regarding resolution. Interfaced with management, clients and customers to resolve issues.
  • Verified and audited documents to ensure accuracy, checked numerical data against input and reports, prepared document batches for data entry and imaging.
  • Reviewed, recommended and implemented modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.
07/2009 to 11/2011
Customer Service/ Collector II Bank Of America City, STATE,
  • Independently serviced complex customer inquiries, that require technical expertise in providing support of product knowledge and service across multiple lines of business.
  • Demonstrated strong client focused mind-set to independently handle difficult customer situations on the phone and respond with confidence and ownership (ability to stay composed, level-headed, calm, and express non-defensive behavior).
  • Collected on designated high risk delinquent accounts.
  • Processed high volume inbound and outbound phone calls to assigned delinquent customers, using a predictive dialer or manual dialing, determining customers financial capacity to pay, intent regarding the property and the mortgage and identification of best alternative to resolve the delinquency and provide assistance.
  • Able to utilize my knowledge, experiences and strong problem solving/negotiating skills to resolve customer issues with diligence, accuracy and an appropriate sense of urgency.
  • Additional training provided by Supervisors due to excelled high performance. Selected for training in Modification and payment research and Assisted with the development of the call center's operations by helping the training department as a peer coach and floor walker.
01/2007 to 05/2009
Customer Service Rep. II JPMorgan Chase City, STATE,
  • Provided exceptional customer service to our retail and credit card customers with a broad array of products and services.
  • Took ownership of each customer while empathizing and prioritizing customer needs.
  • Approached problems logically and with good judgment to ensure the appropriate customer outcome.
  • Adhered to policies, procedures and regulatory banking requirements.
  • Worked with the training department through peer coaching to enhance the banker's delivery, performance and develop of their overall customer service skills.
09/2004 to 01/2007
Assistant Manager Vaughn Management City, STATE,
  • Show and leased apartment units to potential tenants with a high degree of customer service and meet monthly lease quotas.
  • Responsible for insuring the model apartments and target apartments were ready for show, responsible for maintaining work areas and office were in clean and orderly manner.
  • Advanced knowledge of lease terms, specifications and all community policies and the ability to train others.
  • Full knowledge of application information, screening processes, policies, ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages.
  • Advanced knowledge of Fair Housing laws and regulations and the ability to enforce them.
  • Compiled data for the property owner's records using Microsoft Excel, Yardi Systems, Sierra Utility programs and complied with all policies/procedures required by TAA.
Education and Training
Expected in
: Nursing
Tarrant County College - Fort Worth, TX
Still pursuing my degree, enrolling as a Part - Time student with 30 Credit Hours total throughout my Educational Career.
Expected in 1999
: Medical Assisting
Education America - Fort Worth, TX
Expected in 1997
High School Diploma: General Education
Southwest High School - ,
Experienced in Windows 7,8 & 10, Microsoft Office Suite Products, MS DOS programs, CRM, Outlook Express,Lotus Notes, Rumba,  AS400, Yardi, CSM, multi-phone systems, billing, Call Center coaching and development, performance management including creation of PIP's, SMART goals, action plans, customer relations, escrow, marketing, collections and negotiations, advanced problem solving, research and sales.Data Entry with 10- key (Alpha/Numeric), Excellent written, organizational, analytical and oral communication skills. Able to work and communicate with people on all levels and in a variety of situations calling for cooperation and teamwork.
  • Promoted to Team Lead and Supervisor of Operations within 2 years with my current employer.
  • Promoted to Assistant Manager while working with Vaughn Management.
  • Successfully created training material that continues to help new hires and seasoned reps to improve customer satisfaction, increase sales goals, and meet departmental KPI's.
  • Successful in leading call center team to exceed client goals for 2016.

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Resume Overview

School Attended
  • Tarrant County College
  • Education America
  • Southwest High School
Job Titles Held:
  • Provider Relations Manager
  • Customer Service Coordinator - Temp
  • Customer Service/ Collector II
  • Customer Service Rep. II
  • Assistant Manager
  • High School Diploma

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