Kelly Therrien
Orlando
Summary
Results-driven Site Lead with a focus on optimizing service delivery and patient satisfaction. Proven leadership in implementing initiatives that streamlined operations and enhanced customer trust through effective communication. Skilled in insurance verification and adept at navigating complex patient scenarios to ensure seamless access to care.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Site Lead
AssistRx
09.2024 - Current
- Managed daily site operations ensuring project milestones were met within designated timelines.
- Prioritized and assigned tasks to direct workforce effectively in dynamic environment.
- Provided leadership in developing team goals and objectives for the site staff.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Set specific goals for projects to measure progress and evaluate end results.
- Developed plans to address challenges related to efficiency, costs, or profits.
- Analyzed key performance indicators to identify strategies that enhanced operational effectiveness.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Collaborated with other departments on related projects or initiatives.
- Collaborated with other departments or divisions on related projects or initiatives as needed.
- Analyzed data from operations reports to identify areas of improvement or growth opportunities.
Customer Service Recovery Lead
OptumRx
05.2019 - 07.2024
- Recognized by management for providing exceptional customer service.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Approached customers and engaged in conversation through the use of effective interpersonal and people skills.
- Utilized various software and tools to streamline processes and optimize performance.
Education
AS - Medical Insurance Coding
Vatterott College
Kansas City, MOTrade Diploma - Certified Nursing Assistant
CNA Kwik Track
Lake Mary, FLTrade Diploma - Medical Administrative Assistant
Penn Foster Career School
Scranton, PASkills
- Claims Processing
- Benefits Analysis
- Compliance Oversight
- Data Protection
- Operational Metrics
- Process Improvement
- Operational efficiency
- Task management and Prioritization
- Inbound and Outbound Calling
- Documentation
- Attention to detail
- Understanding Customer Needs
- Service excellence
- Client support
- Issue resolution
- Customer relationship management
- Cross-departmental collaboration
- Team management
- Staff development
- Coaching
- Team building
- Team-Oriented and Cooperative
- De-escalation techniques
- Calm professionalism
- Verbal and Written Communication
- Effective communication
- Interpersonal skills
- Professionalism
- Adaptability
- Time management
- Critical thinking
- Analytical thinking
- Continuous improvement
- Conflict resolution
- Customer trust building
- Customer relationship management
- Professionalism
- Analytical thinking
- Relationship management
- Effective communication
Activities
- Girl Scout Troop 190 Daisy Co-Leader, 2024-Present
- Girl Scout Troop 190 Social Mom, 2024-Present
- Girl Scout Co-Cookie Chair Coordinator, 11/24-Present
- Girl Scouts of Citrus Council Community Delegate, 11/24-Present
- Girl Scouts of Citrus Council Gold Awards Mentor, 06/25-Present
Certification
- Prior Authorization Certified Specialist Program (PACS)
Timeline
Site Lead
AssistRx
09.2024 - Current
Customer Service Recovery Lead
OptumRx
05.2019 - 07.2024
AS - Medical Insurance Coding
Vatterott College
Trade Diploma - Certified Nursing Assistant
CNA Kwik Track
Trade Diploma - Medical Administrative Assistant
Penn Foster Career School