Summary
Overview
Work History
Education
Skills
Additional Work Experience
Timeline
Generic

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
Carolyn Honn