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I am a healthcare customer service professional with over eight years of experience in high-volume call centers and remote member services. I specialize in resolving complex insurance, billing, and prior authorization issues with a strong focus on patient-centric outcomes.

At Kaiser Permanente I handled 65+ escalated member inquiries daily and maintained a 96% resolution rate, served as a CRM super-user, and led training that reduced ramp-up time by 20%. My work emphasizes accuracy, compliance, and collaboration with finance and provider teams to correct claim processing errors.

Previously at Emory Healthcare and TTEC I reduced aged accounts receivable, supported high-dollar claim appeals, and earned recognition for member satisfaction and performance. I routinely perform secondary insurance verifications, COB analyses, and full-cycle prior authorization management.

I bring advanced EHR/CRM navigation skills (Epic Resolute, Microsoft Dynamics CRM), strong data and process-improvement experience, and a commitment to HIPAA and quality assurance standards. I seek roles where I can continue improving patient financial experiences and mentor peers in best practices.