At Magellan Health, I guide providers through credentialing, network-status, authorization, and portal inquiries while consistently meeting quality, adherence, handle-time, and hold-time targets.
I've maintained a 90% quality assurance score against the department target and earned an “Exceeds Overall” annual rating. I translate complex policy and authorization decisions into clear next steps and resolve first-line registration, password, and portal-navigation issues without escalation.
Before Magellan, I supported B2B retention and web orders at Labels Direct and booked LASIK consultations at TLC Vision. Across healthcare and manufacturing contact centers, I've handled high call volumes, helped customers make informed decisions, and kept service moving during peak demand.
I also serve as an informal process and systems resource for teammates, answering workflow questions in Microsoft Teams channels.
