Carolyn Honn
Missoula
Summary
Knowledgeable and dedicated customer service and client management professional. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Overview
11
11
years of professional experience
Work History
Service Log - Data Entry Specialist II
Consumer Direct Care Network
10.2018 - 03.2022
- Facilitated changes to service logs for both caregiver hours to ensure timely and accurate pay
- Worked against tight hourly, daily and weekly deadlines to make corrections to database, pre-payroll
- Managed workflow scheduling, data entry and accuracy verification for large data projects.
- Received incoming calls and handled data requests from internal stakeholders.
- Maintained ongoing communication with relevant departments to confirm accurate data delivery.
Client Authorization Representative
Consumer Direct Care Network
03.2014 - 10.2018
- Analyzed client budgets and authorizations for services
- Manually entered 600+ timesheets weekly, into company database for contracted caregiver pay
- Verified by telephone or internet eligibility and benefits for third-party payer insurance from information provided on patient registration form.
- Researched missing or inaccurate information to establish insurance eligibility and patient liabilities.
- Tracked referral submission during facilitation of prior authorization issuance.
- Trained new staff on systems and procedures
Call Center /Customer Service Specialist
Consumer Direct Care Network
01.2013 - 01.2015
- Resolved customer complaints and addressed emergency requests and needs.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Document Review Data Entry Specialist
Consumer Direct Care Network
05.2011 - 04.2013
- Worked with internal team members to remedy issues with preemptive solutions.
- Analyzed available information and data to inform audit review process.
- Used electronic systems for data entry, tracking and analysis.
Education
Bachelor of Arts - Psychology
University of Montana
Skills
- CRM
- Sharepoint
- Customer Satisfaction
- Staff Training & Development
- Microsoft Office
- Customer Service and Assistance
- Account Management
- Eligibility Determinations
- Provider Relations and Credentialing
- Empathetic & Courteous
- Database Maintenance
Additional Work Experience
EAP Call Center Representative
APS Healthcare / Missoula, MT
3+years
- Triaged crisis calls and connected callers to therapists on standby
- Referred non-emergent callers to mental health resources in their community
- Contacted contracted therapists with referral information for clients
Provider Relations - Credentialing Coordinator
InterWest Health / Missoula, MT
5 years
- Recruitment and credentialing of physicians and mid-level health practitioners for InterWest Health Provider Network
Timeline
Service Log - Data Entry Specialist II
Consumer Direct Care Network
10.2018 - 03.2022
Client Authorization Representative
Consumer Direct Care Network
03.2014 - 10.2018
Call Center /Customer Service Specialist
Consumer Direct Care Network
01.2013 - 01.2015
Document Review Data Entry Specialist
Consumer Direct Care Network
05.2011 - 04.2013
Bachelor of Arts - Psychology
University of Montana
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