At Centene Corporation, I directed daily team huddles and operational meetings as a Call Center CSA IV, aligning performance goals and compliance procedures. I also conducted monthly call monitoring and quality audits.
I facilitated outbound outreach to resolve high-priority member inquiries and worked on cross-functional projects assigned by leadership to improve daily workflows.
As a Call Center CRS II, I advised healthcare providers on claims, eligibility, and coverage benefits. I provided real-time floor support and authored and updated Quick Reference Guides to standardize processes.
Earlier, as a Call Center CSR, I supported members with benefits questions, payments, and claim statuses. I used TruCare, Amisys, and Portico to document records and route tasks, and helped with PCP assignments and auto-pay enrollment.
