Patricia Scott
Kansas City
Summary
Dynamic and results-oriented professional with a proven track record at Centene Corporation, excelling in customer service and quality assurance. Leveraged problem-solving abilities and assertiveness to enhance member satisfaction and exceed performance targets. Skilled in team collaboration and multitasking, consistently improving processes and outcomes.
Overview
35
35
years of professional experience
Work History
Member Advocate Ll
Centene Corporation
02.2013 - Current
- Contributed to a positive work environment by cooperating with colleagues and maintaining open lines of communication across departments.
- Maintained up-to-date knowledge of industry trends and best practices, adapting processes as needed to deliver exceptional support services for all members.
- Maintained detailed records of all interactions, allowing for easy reference and improved follow-up on outstanding matters.
- Demonstrated empathy and understanding when dealing with difficult or sensitive situations involving members.
- Conducted thorough research on member issues, ensuring accurate information was provided for optimal resolution.
- Worked closely with other departments as needed to resolve cross-functional matters impacting members'' experiences positively.
- Provided valuable input during strategic planning sessions aimed at enhancing the overall member experience within the organization.
- Improved response times by optimizing workflow processes within the Member Advocate role.
- Managed escalated cases effectively, working closely with supervisors to ensure successful outcomes for all parties involved.
- Collaborated with team members to identify areas for improvement and implement new strategies for better member support.
- Leveraged strong problem-solving skills to address complex member issues efficiently and effectively.
- Consistently met or exceeded performance metrics related to response times, issue resolution rates, and overall customer satisfaction scores.
- Educated members on available resources and services, increasing their engagement with the organization.
- Enhanced member satisfaction by promptly addressing concerns and providing timely resolutions.
- Participated in regular team meetings, sharing insights gained from daily interactions with members to benefit overall operations.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
Sr. Customer Service Representative
Farmers Insurance
01.2010 - 02.2013
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
- Reduced call wait times by implementing effective time management techniques within the team.
- Escalated issues to proper supervisors when standard processes were not effective.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Quality Analyst
EMBARQ-Sprint
01.1990 - 01.2009
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Developed and maintained quality assurance procedure documentation.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner, demonstrating commitment to exceptional service.
- Evaluated vendor performance by conducting regular audits, ensuring adherence to established quality standards and requirements.
Education
No - Fashion Design
Lincoln University
Jefferson City MO Diploma - General Studies
Normandy Sr. High School
Normandy MO 05.1983
Skills
- Assertiveness
- Customer service
- Problem-solving
- Friendly and outgoing
- Multitasking and organization
- Team collaboration
- HIPAA compliance
- Customer follow-up
- Verbal and written communication
- Patient education
- Electronic health records
- Relationship building
- Phone and email etiquette
- Data entry
- Insurance verification
- Conflict resolution
- Appointment scheduling
- Policy understanding
- Insurance billing
- Quality assurance
- Eligibility determination
- Information collection
- Medical billing
- System updating
- Financial procedures adherence
- Patient identity verification
- Complaint processing
- Insurance company billing
- Teamwork
- Teamwork and collaboration
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Collaboration and teamwork
- Multitasking Abilities
Timeline
Member Advocate Ll
Centene Corporation
02.2013 - Current
Sr. Customer Service Representative
Farmers Insurance
01.2010 - 02.2013
Quality Analyst
EMBARQ-Sprint
01.1990 - 01.2009
No - Fashion Design
Lincoln University
Diploma - General Studies
Normandy Sr. High School
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