Geanece Turner
Scottsdale,AZ
Overview
6
6
years of professional experience
Work History
Account Manager
Angle Health
05.2024 - Current
- Collaborate across workstreams understanding work interdependencies and the associated schedule implications.
- Prepare and present quarterly reports for business reviews.
- Coordinate essential information collection with clients and producers.
- Manage the initiation of client and internal meetings, facilitate discussion, gather critical information with the client and producer, and timing of deliverables.
- Accountable for a book of business of over 300 employer groups.
- Created and maintain workstream project plans, status reporting, and documentation, including but not limited to decisions, risks, issues, and change control.
Care Team Lead
Angle Health
12.2022 - 03.2024
- Guided and supervised a team of 7 customer care representatives on a daily basis.
- Oversaw call center operations to guarantee quick and professional call handling.
- Led development and upkeep of appeals and grievance department.
- Create a performance evaluation system for the care team to enhance productivity.
- Coordinate across departments to enhance customer satisfaction processes.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
Operations Quality Coach
Oscar Health Insurance
07.2022 - 12.2022
- Analyzed customer feedback surveys to identify areas for improvement.
- Detected recurring issues through trend identification.
- Designed personalized action steps to meet objectives
- Create detailed coaching performance reports on a weekly, monthly, and annual basis.
- Establish quality department standards and procedures
- Managed project lifecycle in adherence to established contracts
- Performed periodic quality audits evaluating process effectiveness
- Reduced defect rates by conducting thorough inspections and recommending process improvements.
Complaints and Grievance Intake Coordinator
Oscar Health
11.2020 - 07.2022
- Ensured member complaints were acknowledged and assigned per state guidelines
- Managed a team of 20 employees by overseeing hiring, training, and professional growth
- Compiled and submitted reports on complex case investigations
- Created weekly reports on production status for the intake team
- Coordinate with multiple teams to analyze complaints and grievances
- Enabled clear communication between complaints intake and liaison teams to expedite complaint resolutions
Care Guide-Population Health
Oscar Health
07.2020 - 11.2020
- Contributed to the Risk Adjustment initiative for the reallocation of funds among health insurers
- Executed strategies resulting in a $50,000 expense reduction over a four-month period
- Ensured adherence to state/federal regulations via policy creation
- Managed daily calls exceeding 100 to resolve customer issues
Care Guide
Oscar Health
08.2019 - 07.2020
- Engaged with regional members through inbound and outbound calls
- Liaised with members to improve satisfaction
- Ensured coordination of healthcare delivery across outpatient, emergency, and in-home care scenarios
- Maintained quality enhancement scores consistently above 90%
- Delivered tailored guidance addressing individual healthcare needs
Patient Financial Representative Lead
Banner Baywood Medical Center
12.2018 - 08.2019
- Delivered leadership and training to the admitting/registration team
- Secured necessary authorizations and forms effectively
- Conducted employee evaluations to uncover growth prospects
- Achieved evolving individual productivity benchmarks set by management
- Streamlined patient financial services using innovative technologies
- Verified patient insurance coverage and eligibility for services rendered
- Assisted patients with inquiries regarding billing, payment plans, and financial assistance programs
- Ensured payment accuracy through meticulous account reconciliations
Education
Certificate - Medical Coding And Billing
University of Arizona - Online
Scottsdale, AZ04.2023
Bachelor of Arts - Criminal Justice
University of Colorado Denver
Denver, CO05.2012
Skills
- JIRA
- Zendesk
- Slack
- Confluence
- IOS
- Google Docs
- Employee Training
- Teamwork and Collaboration
- Leadership
- Call Center Management
- Account Management
- Complaint Management
- Territory Management
Timeline
Account Manager
Angle Health
05.2024 - Current
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
Certificate - Medical Coding And Billing
University of Arizona - Online
Similar Profiles
Stephanie SerrosStephanie Serros
Provider Services Representative at Angle HealthProvider Services Representative at Angle Health
MORRISON OWUSUMORRISON OWUSU
Personal Support Worker at Modern Angle Health Agency.Personal Support Worker at Modern Angle Health Agency.
LA SANDRA TOWNSENDLA SANDRA TOWNSEND
Customer Service Representative at Angle Health (for Jacobson Group)Customer Service Representative at Angle Health (for Jacobson Group)