Anna Carnline Email & Phone Number

United States

• Customer Service Trainer in a fast paced call center environment for new hire and continuing education of Specialty Customer Care Representatives on processing prior authorizations for various product solutions.
• Facilitate virtual learning on role specific tools, including managing phone system, EHR system, call management, utilizing internal web resource, customer service, and live call support via Zoom.
• Responsible for maintaining curriculum and agenda updates to meet current company policy/needs as well as job resources housed within internal web resource (Wiki).
• Created assessments for new hires to measure their understanding of the material presented.
• Assisted in facilitating monthly partnership meetings with leadership to ensure success in delivering training material and open discussion for possible changes.
• Consistent positive feedback utilizing weekly/end of training participant surveys.

United States

• Responsible for providing monthly coaching and feedback for quality assurance to Customer Care Representatives ensuring their success in handling callers professionally while maintaining HIPAA standards and guidelines.
• Held monthly 1:1 coaching sessions to provide feedback and encouragement while also assisting in goal setting and achievement.
• Lead a group of back office customer care representatives in maintaining queue work consistent with meeting timeliness deadlines while also meeting quality and accuracy guidelines.
• Assisted during monthly team meetings to help ensure team morale while also keeping team members up to date on company policy and procedure.
• Responsible for training customer care representatives promoted to outbound queue work.

United States

• Responsible for working outbound customer care queues with accuracy, following all HIPAA guidelines and company policies, maintaining timeliness, while handling each caller in a professional and kind manner.
• Chosen to work on a special team handling all sensitive health plan queues by meeting all timeliness criteria, with a high level of accuracy and professionalism.

United States

• Responsible for handling all inbound customer care calls for prior authorization.
• Maintained a high call score by complying with all HIPAA guidelines, case notation accuracy and managing each caller with care.

Medical Administration Certificate, Medical Office Management/Administration, 4.0 Gpa

High School Diploma