Angel Littlecrow
Visalia
Summary
Results-driven Provider Contracting Analyst at CIGNA Healthcare with expertise in analytical thinking and process improvements. Enhanced operational efficiency through data analysis and cross-functional collaboration, leading to increased customer satisfaction. Proficient in MS I foster teamwork and communication to achieve strategic goals and drive impactful service enhancements.
Overview
25
25
years of professional experience
Work History
Provider Contracting Analyst
CIGNA Healthcare
Visalia, CA
05.2017 - 05.2026
- Analyzed healthcare data to identify trends and support decision-making processes.
- Developed reports using analytical tools to monitor key performance indicators.
- Collaborated with cross-functional teams to streamline operational workflows and improve efficiency.
- Conducted research on industry best practices to enhance service delivery strategies.
- Ensured compliance with regulatory requirements through meticulous data validation processes.
- Provided training and support for team members on analytics tools and methodologies.
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
- Evaluated staff performance and provided coaching to address inefficiencies.
Claims Processing Specialist
CIGNA Healthcare
Visalia, CA
05.2007 - 05.2017
- Processed insurance claims accurately, ensuring compliance with company policies and regulations.
- Reviewed documentation for completeness, verifying eligibility and coverage details for timely claim resolution.
- Communicated with healthcare providers to obtain necessary information for claim processing and resolution.
- Collaborated with cross-functional teams to enhance claims workflow efficiency and improve customer satisfaction.
- Analyzed claim trends to identify areas for process improvement, enhancing operational effectiveness within the department.
- Mentored junior team members on best practices in claims management, fostering a culture of continuous learning.
- Developed strong rapport among clients by addressing their concerns promptly, which ultimately resulted in higher client retention rates.
- Established strong working relationships with healthcare providers, fostering better collaboration during the claims process.
- Contributed to departmental goals by consistently meeting or exceeding individual performance metrics for both quality and quantity of processed claims.
- Managed high-volume workloads while maintaining strict deadlines for claim submissions and resolutions.
- Handled complex cases with a keen attention to detail, ensuring proper evaluation and adjudication of each claim.
Technical Coach
CIGNA Healthcare
Visalia, CA
05.2009 - 05.2013
- Developed training materials to enhance employee understanding of healthcare systems and processes.
- Facilitated workshops on compliance regulations and best practices in healthcare service delivery.
- Collaborated with subject matter experts to ensure training content aligns with organizational goals.
- Evaluated trainee performance through assessments, providing constructive feedback for improvement.
- Coordinated onboarding programs for new hires, streamlining the acclimation process to organizational culture.
- Implemented instructional design principles to create engaging learning experiences for diverse audiences.
- Analyzed training effectiveness using participant feedback and adjusted programs accordingly for future sessions.
- Mentored junior trainers, sharing expertise in effective teaching methodologies and adult learning principles.
- Maintained detailed records of employee progress throughout training programs, allowing managers to easily track improvements over time.
- Provided ongoing support for alumni of technical training programs, answering questions or offering additional resources when needed.
Customer Service Lead
CIGNA Healthcare
Visalia, CA
10.2001 - 05.2007
- Led customer service team to enhance satisfaction and resolve complex inquiries efficiently.
- Developed training programs to improve staff performance and knowledge of products.
- Implemented process improvements that increased workflow efficiency and reduced response times.
- Collaborated with cross-functional teams to address client issues and optimize service delivery.
- Mentored junior staff, fostering a culture of continuous learning and professional development.
- Analyzed customer feedback to identify trends and drive strategic enhancements in services offered.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Established strong relationships with clients, leading to repeat business and positive feedback.
- Reduced average call handling time through efficient problem diagnosis and resolution techniques.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Cross-trained and provided backup support for organizational leadership.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Identified and resolved discrepancies and errors in customer accounts.
Education
No Degree - Early Childhood Education
Fresno City College
Fresno, CASkills
- Microsoft office
- Analytical thinking
- MS Excel
- Time management
- Decision-making
- Process improvements
- Teamwork and collaboration
- Excellent communication
- Problem-solving
Timeline
Provider Contracting Analyst
CIGNA Healthcare
05.2017 - 05.2026
Technical Coach
CIGNA Healthcare
05.2009 - 05.2013
Claims Processing Specialist
CIGNA Healthcare
05.2007 - 05.2017
Customer Service Lead
CIGNA Healthcare
10.2001 - 05.2007
No Degree - Early Childhood Education
Fresno City College