Morgan Tompkins
Indianapolis
Summary
Proven Grievance Appeals Specialist with a track record of enhancing interdepartmental collaboration and case resolution speed at First Source HealthCare. Expert in grievance handling and workflow management, demonstrating exceptional problem-solving abilities and effective communication. Achieved significant improvements in customer loyalty and inter-team cooperation, showcasing a blend of hard and soft skills.
Professional with strong background in handling complex grievances and appeals. Known for reliability in team collaboration and achieving results. Skilled in conflict resolution, regulatory compliance, and effective communication. Flexible and adaptable to changing needs, consistently delivering high-quality outcomes.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Grievance Appeals Specialist
First Source HealthCare
04.2023 - 12.2024
- Streamlined communication channels among departments, leading to faster case resolutions and improved interdepartmental collaboration.
- Collaborated with cross-functional teams to address systemic issues identified during the grievance appeals process.
- Assisted in policy development by providing expert insights based on experience handling complex grievances and appeals cases.
- Demonstrated exceptional problem-solving skills when faced with unique or challenging cases, resulting in successful resolutions that satisfied all parties involved.
Healthcare Customer Service Representative
Molina Healthcare
02.2020 - 02.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service Representative
Price Vision
07.2017 - 10.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Conducted thorough insurance verification to facilitate seamless customer service.
- Validated insurance data to support efficient claim management.
Education
Bachelor of Science - Cognitive Psychology
Purdue University
West Lafayette, IN05-2027
High School Diploma -
Ben Davis High School
1213 N Girlschool Rd06-2017
Skills
- Case analysis
- Workflow management
- Attention to detail
- Grievance handling
- Problem-solving abilities
- Issue identification
- HIPAA compliance
- Effective communication
- Teamwork and collaboration
Certification
- Nonviolent Crisis Intervention Training Certificate - Crisis Prevention Institute.
- Mental Health First Aid Certification - National Council for Behavioral Health.
- First Aid Certification
- Registered Behavior Technician
Timeline
Grievance Appeals Specialist
First Source HealthCare
04.2023 - 12.2024
Healthcare Customer Service Representative
Molina Healthcare
02.2020 - 02.2023
Customer Service Representative
Price Vision
07.2017 - 10.2020
Bachelor of Science - Cognitive Psychology
Purdue University
High School Diploma -
Ben Davis High School
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