Experience

Magellan Behavioral Health

• Retail Art Supplies
• 300 - 400 Employee

• Supervisor of Customer Care

  • Jul 2019 - Present

  Supervise the customer care staff responsible for responding to telephone inquiries from providers and members as they relate to eligibility, benefits, claims, and authorization of services. Supervises the staff in the implementation, servicing, and maintenance of accounts and account related activities Supervise the customer care staff responsible for responding to telephone inquiries from providers and members as they relate to eligibility, benefits, claims, and authorization of services. Supervises the staff in the implementation, servicing, and maintenance of accounts and account related activities



MAGELLAN HEALTH SERVICES

• Greater San Diego Area

• Lead Customer Service Associate

  • Dec 2011 - Present

  Responsible for answering Care Assist Team line as Subject Matter Expert in all workflow related issues. Assist Customer Service Associates with questions or concerns regarding the workflows in place. Addressing escalated calls; deescalate the situation and assist to resolve the issue. Submit Comment And Record Tracking actions regarding escalated issues. Research client profile in order to resolve a caller’s complaint. Provide training to Customer Service Associate/Data Management Specialists to properly enter authorizations into Blue Shield of California system, and correct any errors as needed Oversee the data entry of authorizations into the Blue Shield of California systems. Audit calls for each Customer Service Associate every month Monthly California Language Assistance Program call audits. Create Customer Service Associate Standard Operating procedure training binders for each new hire Train new hire Customer Service Associates on the workflows and systems needed to properly perform in the Customer Service Associate role Create/Update workflows for customer service and distribute to the Customer Service Associate. Send out team emails. Consistently mentor Customer Service Associates. Show less



United States Marine Corp

• Camp Pendleton

• IMAGERY INTELLIGENCE ANALYST

  • Feb 1996 - Mar 2009

  Solid understanding of the strategic goals and naval doctrine of foreign countries with the ability to warn against unconventional threats including cargo tracking, analysis of characteristics and performance of civil fleets, and counter terrorism analysis.Demonstrated ability to collaborate with all levels of an organization to develop comprehensive strategies based on the collection, analysis, investigation, and dissemination of intelligence issues and solutions.Expert and working knowledge recording, analysis, processing, and dissemination of intelligence products. Specialized experience in the performance, administration, and supervision of work intelligence evaluations with the ability to interpret and disseminate intelligence information on a diverse range of subjects.Discretionary work ethic with proven skill in directing sensitive investigations and projects in a fair and impartial manner with the perseverance necessary to determine and articulate the facts and provide effective solutions for a targeted process or event. Soft copy and hard copy intelligence imagery products exploited at commercial, national, theater, and tactical levels with a solid working knowledge of Full Motion Video exploitation from such platforms as Scan Eagle, P3, and Predator. Show less