Geanece Fields
Scottsdale
Summary
Experienced in account and territory management, call center operations, and client relations. Skilled in team leadership and process improvement, supporting business growth and customer satisfaction. Strong background in healthcare operations, utilizing tools like JIRA and Zendesk for effective communication and performance tracking.
Overview
8
8
years of professional experience
Work History
Account Manager
Angle Health
Remote, AZ
05.2024 - 06.2026
- Managed a book of business of 550+ employer groups, ensuring high client satisfaction and retention.
- Cultivated long-term client relationships, driving loyalty and partnership growth.
- Maintained precise CRM records to enable effective data-driven client management.
- Resolved complex client issues quickly, maintaining strong, positive relationships.
- Streamlined client onboarding and issue resolution using AI, enhancing satisfaction and retention.
- Cultivated long-term client relationships that fostered loyalty and partnership growth.
- Partnered with marketing, sales, operations, and finance to meet client needs.
- Streamlined client onboarding and issue resolution with AI to improve client satisfaction and retention.
Care Team Lead
Angle Health
Remote, AZ
12.2022 - 03.2024
- Managed and developed 7 customer care representatives, resulting in improved team performance and efficiency.
- Delegated tasks to team members based on project requirements and individual strengths, optimizing resource allocation.
- Trained staff on product knowledge to ensure customers received accurate information, displaying excellent instructional abilities.
- Oversaw progress and monitored KPIs, ensuring targets were consistently met and aligning team efforts with organizational goals.
- Resolved escalated customer issues with tact and diplomacy, highlighting conflict resolution expertise.
- Assisted in the recruitment and onboarding of new team members.
Operations Quality Coach
Oscar Health Insurance
Remote, AZ
07.2022 - 12.2022
- Maintained accurate records of Quality Assurance program, encompassing audit results and training materials to support compliance and improvement efforts.
- Coached employees on customer service best practices, contributing to enhanced customer satisfaction and retention.
- Developed comprehensive training programs for employees in the use of quality systems and tools.
- Developed and implemented training programs for employees on quality systems and tools, fostering a culture of continuous improvement.
- Maintained accurate records regarding all aspects of the Quality Assurance program including audit results, training materials.
Complaints and Grievance Intake Coordinator
Oscar Health
Remote, AZ
11.2020 - 07.2022
- Ensured rapid acknowledgment and resolution of complaints, maintaining regulatory compliance.
- Coordinated multiple tasks simultaneously within tight timelines, ensuring smooth operations and efficient workflow.
- Completed all documentation accurately and submitted it in a timely manner according to departmental policy and procedures.
- Generated comprehensive performance and quality metric reports for leadership review, providing insights for decision-making.
- Acknowledged and resolved complaints rapidly, ensuring compliance with regulatory standards and enhancing client trust.
Care Guide-Population Health
Oscar Health
Remote, AZ
07.2020 - 11.2020
- Managed 100+ daily calls, resolving customer concerns and enhancing service efficiency.
- Consistently maintained quality scores above 90%, driving service excellence.
- Provided personalized healthcare guidance, ensuring full federal compliance and improving patient satisfaction.
- Executed cost-saving strategies, achieving $50,000 reduction in expenses within four months.
Care Guide
Oscar Health
Tempe, AZ
08.2019 - 07.2020
- Engaged regional members through inbound/outbound calls, enhancing member satisfaction.
- Built strong member relationships, increasing member experience and retention.
- Built strong member relationships, enhancing overall experience and retention.
- Consistently maintained quality scores above 90%. Driving performance excellence.
- Delivered tailored guidance to effectively address individual healthcare needs.
Patient Financial Representative Lead
Banner Baywood Medical Center
Casa Grande, AZ
12.2018 - 08.2019
- Led night shift patient registration and financial assistance teams, ensuring smooth operations and patient support.
- Secured insurance coverage and authorizations, facilitating timely patient care and reducing delays.
- Assisted patients with billing inquiries and financial aid options, enhancing their understanding and access to resources.
- Executed cost-saving initiatives, cutting expenses by $50,000 in four months.
Education
Bachelor of Arts - Criminal Justice
University of Colorado Denver
CO05.2012
Skills
- Account & Territory Management
- Customer Engagement
- Call Center & Complaint Management
- Team Leadership & Training
- Performance assurance
- Sales Forecasting
- Process compliance
- JIRA
- Zendesk
- Retool
- Sales Strategy
Timeline
Account Manager
Angle Health
05.2024 - 06.2026
Care Team Lead
Angle Health
12.2022 - 03.2024
Operations Quality Coach
Oscar Health Insurance
07.2022 - 12.2022
Complaints and Grievance Intake Coordinator
Oscar Health
11.2020 - 07.2022
Care Guide-Population Health
Oscar Health
07.2020 - 11.2020
Care Guide
Oscar Health
08.2019 - 07.2020
Patient Financial Representative Lead
Banner Baywood Medical Center
12.2018 - 08.2019
Bachelor of Arts - Criminal Justice
University of Colorado Denver