Elizabeth Kellawan
Winston Salem
Summary
Results-driven customer service supervisor with a strong focus on team leadership and performance improvement. Expertise in monitoring key metrics and implementing action plans to enhance customer satisfaction and operational efficiency in fast-paced environments.
Overview
19
19
years of professional experience
Work History
Customer Service Supervisor
MedCost
Winston Salem
11.2018 - Current
- Supervise and support a team of customer service representatives, providing coaching, feedback, and performance management.
- Handle escalated customer issues, ensuring timely and effective resolution.
- Monitor key metrics including QA, adherence, CSTAT, and productivity to ensure departmental goals are met.
- Conducted call, chat, and documentation audits to uphold accuracy, compliance, and quality standards.
- Lead team meetings and one-on-one sessions to communicate expectations and provide updates.
- Identified performance trends and implemented action plans to enhance team results.
- Managed scheduling, timecards, PTO/VSP approvals, and attendance tracking to maintain team operations.
- Collaborate with internal departments to resolve claims, billing, and service issues.
- Ensure adherence to company policies, procedures, and regulatory guidelines.
Patient Care Coordinator
Wake Forest Baptist Health
Winston Salem
08.2015 - 10.2018
- Acted as the primary point of contact for patients, coordinating appointments, referrals, and follow-up care.
- Verified insurance coverage and benefits, obtaining prior authorizations to facilitate patient access to necessary care.
- Assisted patients in understanding treatment plans, benefits, and financial responsibilities.
- Communicated with providers, specialists, and insurance companies to ensure continuity of care.
- Coordinated referrals, ensuring completion of all required documentation to streamline patient care processes.
- Handled inbound and outbound calls, addressing patient inquiries and resolving concerns to enhance patient satisfaction and support.
- Ensured compliance with HIPAA and healthcare regulations.
Office Manager – Import/Export Company
DK Designs
High Point
08.2007 - 07.2014
- Coordinated international shipments, ensuring compliance with import/export regulations and accurate documentation.
- Prepared and processed shipping documents such as invoices, bills of lading, and certificates of origin.
- Communicated with vendors, freight forwarders, and clients to ensure timely delivery of goods.
- Tracked shipments, resolving delays and discrepancies to maintain delivery schedules.
- Managed daily office operations for an import/export business, ensuring efficiency and organization.
- Managed accounts payable/receivable and invoiced clients, maintaining accurate financial records.
- Maintained inventory records and coordinated logistics operations.
- Supervised office staff and ensured tasks were completed accurately and on time.
- Responded to customer and vendor inquiries in a professional and timely manner.
Education
High School Diploma -
Springfield Gardens High School
Jamaica, NY06-1994
Skills
- Team Leadership & Coaching
- Performance Management (QA, CSTAT, Adherence, TCP)
- Customer & Patient Relations
- Call & Chat Quality Auditing
- Workforce & Queue Management
- Insurance Verification & Prior Authorizations
- Patient Care Coordination
- Timecard & Attendance Management
- Process Improvement
- Import/Export Documentation
- Vendor & Client Relations
- EMR Systems & Administrative Support
- Microsoft Office
- Paycor
- MedNet
Additional Information - Systems
- MedNet
- Paycor
- PowerSTEPP
- Words
- Excel
- Power Point
Timeline
Customer Service Supervisor
MedCost
11.2018 - Current
Patient Care Coordinator
Wake Forest Baptist Health
08.2015 - 10.2018
Office Manager – Import/Export Company
DK Designs
08.2007 - 07.2014
High School Diploma -
Springfield Gardens High School