Heather Strickling
Team Leader
Jackson
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
5
5
years of professional experience
Work History
Healthcare Customer Service Manager
GuideWell, Florida Blue
12.2023 - Current
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Team Leader
Caresource Health Plan
12.2021 - 11.2023
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Negotiated solutions to customer complaints, balancing customer satisfaction with company policies, to maintain positive relationships.
- Educated staff on strategies for handling difficult customers and challenging situations.
Claims Examiner
UnitedHealth Group
08.2020 - 12.2021
- Researched claims and incident information to deliver solutions and resolve problems.
- Assisted in the training and onboarding of new team members, sharing knowledge and best practices to ensure their success.
- Supported team members during periods of high workload, providing guidance on challenging cases or offering assistance when needed.
- Provided exceptional customer service, addressing concerns from policyholders and answering inquiries related to their claims status.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
- Followed up on denied claims to verify timely patient payment and resolution.
Education
Associate of Arts - Health Care Administration
Hinds Community College
Raymond, MS12-2024
Skills
Customer service
Complaint resolution
Customer relationship management (CRM)
Problem-solving
Staff management
Quality assurance
MS office expert
Work prioritization
Verbal and written communication
Handling escalations
Claims processing proficiency
HIPAA compliance
Timeline
Healthcare Customer Service Manager
GuideWell, Florida Blue
12.2023 - Current
Team Leader
Caresource Health Plan
12.2021 - 11.2023
Claims Examiner
UnitedHealth Group
08.2020 - 12.2021
Associate of Arts - Health Care Administration
Hinds Community College
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