Catherine Gilbert Email & Phone Number

O'Fallon, Il, Us

- Utilized problem-solving skills to resolve complex cash disbursement issues, achieving a 30% decrease in escalations to higher management.- Collaborated with financial advisors to ensure accurate and timely processing of checks, wires, and ACH payments.- Owned issue resolution, leading to a 15% improvement in first-contact resolution rates.- Participated in training programs, contributing to a 25% increase in team knowledge and effectiveness.- Connected financial advisors to the right resources, ensuring swift issue resolution and improving client satisfaction metrics.- Serve as the primary internal point of contact for inquiries and concerns related to cash disbursement policies and procedures, ensuring effective and professional communication.

St. Louis , Mo

- Supported leadership and compliance teams in implementing recommendations, maintaining quality measures. Achieved a 25% improvement in efficiency and a 30% boost in productivity.- Proactively reported trending quality issues, enabling timely responses and reducing potential errors.- Reviewed, analyzed, and updated team processes to ensure compliance with program SOPs and DRGs. Recommendations led to a 20% increase in submission efficiency.- Assisted with ongoing scoring and calibration of recorded calls, resulting in a 95% adherence rate to quality program standards.- Provided timely feedback, coaching opportunities, and assessed training needs, leading to a 20% improvement in team performance against quality metrics.- Monitored an average of 100 calls & faxes per week, providing targeted coaching to associates, maintaining a 99% accuracy rate in adherence to program SOPs.- Contributed to special projects, demonstrating adaptability and commitment to maintaining high-quality standards.

Belleville, Illinois, United States

- Achieved a client satisfaction rate of over 95%, receiving commendations for exceptional service and support.- Assisted clients with Social Security Administration (SSA) benefits and claims, resulting in a 20% increase in successful claims.- Collaborated with SSA officials, medical professionals, and legal experts to gather necessary documentation for claims.- Maintained accurate client records, resulting in a 99% accuracy rate for client information.- Stayed updated on SSA regulations and policies to provide clients with current and accurate information.

St Louis, Missouri, United States

- Streamlined the prior authorization process, reducing response times by 20% and maintaining a 98% accuracy rate.- Reviewed and processed pharmacy benefit prior authorization requests via inbound phone and fax, achieving a 95% approval rate.- Collaborated with cross-functional teams to expedite authorization processes while upholding HIPAA standards.- Investigated and addressed customer concerns, leading to a 15% decrease in recurring issues.- Demonstrated active listening and understanding of customer needs, leading to a 15% reduction in customer complaints.