Caitlin Spain-Phipps Email & Phone Number

Sarasota, FL, US

Sarasota, Florida, United States

• Assist pharmacist with data entry for prescriptions, including processing claims through coupons and insurance as well as troubleshooting issues with existing prescriptions. Dispense medications according to industry.
• Trained new hires in all safety standards above and beyond those required by law.
• Maintain appropriate inventory levels by counting, ordering, and restocking medications as necessary.

Sarasota, Florida, United States

• Fielded inbound calls from and outbound calls to customers regarding scheduling service calls and inspections for pest control and lawn services. Assisted with billing, processed payments, updated payment/billing.
• Leveraged product and industry knowledge to close sales for new and existing customers, as well as to retain customers wishing to cancel any or all services.
• Spearheaded project to simplify interactions with commercial customers covered under HOA accounts.
• Became subject matter expert in troubleshooting customer access to the online portals, escalating issues to appropriate parties as needed.
• In a secondary trainer capacity, decreased new hire time-to-productivity by 15 days on average.

Worcester, Massachusetts, United States

• Presided over disability insurance policies transitioning to a new company. Responsibilities included claimant communication, in-house medical expert consultation, and employer engagement to ensure timely claim.
• Used a Mainframe program and other proprietary software to make payments, review specific policy information, and maintain status logs for day-to-day management of claims. Utilized Access and Excel to facilitate claims.
• Maintained filing system for all resolved cases and coordinated with representatives of incoming management company to ensure smooth transition.

Worcester, MA

• Engaged with claimants, employers, and attending physicians to obtain and review all necessary medical, financial, and employment information required to approve or deny a claim appropriately, based on the specific IDI.
• Developed an understanding of the applicable contract/policy definitions of disability and relevant provisions, clauses, exclusion, riders and waivers as well as statutory requirements.
• Used Navilink software for day-to-day management of claims; used PACE and CAPS programs to process payments and other benefits.
• Responsible for drafting all written and electronic correspondence to claimants throughout the claims process as well as communicating with claimants via telephone, in accordance with insurance industry standards.

Worcester, MA

• Received inbound calls from customers to address minor billing concerns, to add or remove services, to schedule installation/maintenance visits, and to troubleshoot problems with video services.
• Consistently met/exceeded the First Call Resolution metric expectation
• Utilized CSG software to upgrade services, generate troubleshooting signal, identify sales opportunities, review billing history, and monitor and track account activity
• Provided training support for new hires

Norwood, MA

• Hired as part of a seasonal open enrollment project to provide customer support in election of benefits plans for 27 clients from a variety of industries.
• Educated participants on the benefits offered to them (such as health, dental, vision, and life insurances), supported them in the enrollment process using proprietary computer systems, and solved ongoing problems.
• Received 5 complimentary calls from grateful callers within in month-and-a-half period.
• Moved to a different cubicle within a month of taking calls to be an available resource for newer representatives.

• Initially hired for ability to establish a rapport with customers. Promoted to Certified Trainer within 4 months of being hired for identifying key user weaknesses of the computer system and establishing a system to.
• Spearheaded efforts to lower store waste by keeping detailed records of employee purchases and ascertaining that all orders were prepared accurately, lowering waste from 12% to 9% in one quarter.
• Solved cash handling issues by counting all coupons and credit card slips from servers.
• Ensured customer safety by using grenadine in the ice bins to show that glass had been broken. As a result, servers were instructed to use the designated ice scoop instead of scooping ice with glasses.

Worcester, MA

• Recommended to the position by a writing professor. Answered the phone, checked in clients using the AccuTrack software. Taught individuals how to write strongly and clearly by addressing issues in various writing.
• Achieved consistent results with return students who showed improvement with every subsequent assignment.
• Educated tutors on the AccuTrack software in monitoring traffic in the Writing Center, resulting in the entire university looking into the AccuTrack system for other tutoring departments.

I was in charge of organizing personnel for the technical aspects (lighting, sound, set design and construction) for OBP performances. I maintained the workshop and equipment therein. In many instances, I acted as Sound Designer and set constructor. Most importantly, the position required me to provide leadership and supervision to my peers.

Ba, English

Activities and Societies: Tutor at the Writing Center, Sound Design for Tartuffe, Participated in the 2011 Student Recital through the VPA.

Master Of Business Administration (Mba), Human Resources Management/Personnel Administration, General, 3.45

Activities and Societies: N/A

Sound Recording Technology

Activities and Societies: Mothers of Rock, Off Broadway PlayersTransferred to Worcester State before completing my degree.

Education record

Activities and Societies: Drama, NHS, Chorus