Cynthia Clark
Victorville
Summary
My objective is to respond and resolve any escalated issues ensuring first call resolution and accurately documenting results. I would also work well to collaboratively create partnerships between The Appointment Center and Membership Services to work together in responding and resolving escalated and complex issues. All the while making sure everything is documented. I bring with me over 13 years of experience in Kaiser Permanente from New Member Outreach, Membership Services, HR Attendance Coordinator Lead and The Appointment Center
Overview
12
12
years of professional experience
Work History
Appointment Clerk
Kaiser Permanente
04.2017 - Current
- Assists our members first critical contact by appropriately scheduling appointments through complex appointment making applications
- Transferring calls appropriately, composing messages and providing general information to members
- Prioritizing members' needs and offering alternatives to members when appropriate
- Providing high quality service to our members
- Etc.
Attendance Coordinator Lead
Kaiser Permanente
08.2012 - 11.2017
- Support and trained DA’s, ADA’s, Managers and Supervisors in consistent application of the attendance policy while also educating and training new management and timekeepers on the program system
- Directly supervised employee’s attendance
- Followed up with Management Team on all employees meeting attendance threshold for results of either corrective action taken or a change in incident status
- Proposed alternative solutions to identify gaps and obstacles in current program initiation and reporting processes.
Membership Services Lead
Kaiser Permanente
08.2011 - 08.2012
- Handled inbound escalated calls daily
- Researched and resolved all claims inquiries while organizing and following up to ensure first call resolution
- Educated patients and agents regarding healthcare benefits, inquiries and changes that came about
- Consistently exceeded monthly goals of AHTR/ACW/Quality and Compliance
Education
Airline Management -
International Air Academy
Vancouver, WA10.1989
Skills
- Knowledge of call center systems
- Quality/Organization/Detail oriented
- Scheduling /reception
- MS Office, Word, PPT, Excel, Publisher, Workforce Management
- Administrative Duties
- Clerical Duties
- Interpersonal Skills
- Telephone Etiquette
- Task Prioritization
- Problem Solving
- Healthcare Industry Knowledge
- Medical Terminology
Timeline
Appointment Clerk
Kaiser Permanente
04.2017 - Current
Attendance Coordinator Lead
Kaiser Permanente
08.2012 - 11.2017
Membership Services Lead
Kaiser Permanente
08.2011 - 08.2012
Airline Management -
International Air Academy
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