Cornelius Leonard Email & Phone Number

Richmond, Va, Us

Richmond, Virginia, United States

Richmond, Virginia, United States

Capital Area Health Network provides personalized, affordable, quality medical and dental care no matter your background or economic status! C.A.R.E.S.Compassion Accountability Reverence Excellence Stewardship

Richmond, Virginia, United States

Our approach is to provide our members affordable Medicare Advantage and stand-alone Medicare Part D products with benefits designed to help achieve optimal health. It’s a whole new level of clear, dedicated, and personal Medicare.Our members and potential members will receive all of their Traditional Medicare benefits, plus extra no-cost programs and services, in ONE convenient plan. In addition, most of our plans include coverage for preventive and comprehensive dental, eye exams and eyeglasses, hearing exams and hearing aids, OTC (Over-the-Counter Benefits), Telehealth and Access to gym facilities as well as on-line classes to help maintain a healthy lifestyle.

Richmond, Virginia, United States

• Maintaining profitability in the office through cost containment, new business development, and growth from established clients.• Leading and managing a team of 3 Scheduling/Employee Managers, 1 Front Office Manager, 1 Payroll Specialist and over 250 Nursing Professionals.• Maintain constant communication with management, staff, and clients to ensure proper operations of the organization• Develop, implement, and maintain quality assurance protocols• Grow the efficiency of existing processes and procedures to enhance and sustain the organization’s internal capacity • Actively pursue strategic and operational objectives• Ensure operational activities remain on time and within a defined budget• Track staffing requirements, hiring new employees as needed • Oversee accounts payable and accounts receivable departments • Hiring, training and recruiting personnel

Richmond, Virginia Area

⦁ Analyzed statistics and other data to determine the level of customer service performance achieved by the team and provided them the resources needed to reach their goals.⦁ Recorded employee attendance, personal and vacation time and reported all leaves of absence to thebenefits department on a monthly basis.⦁ Managed, trained and coached direct reports of 8-15 Customer Service Representatives to deliver high standard of customer service. Monitored attendance, PTO, verbal/written communications. ⦁ Managed call volumes and maintaining Service Level Agreements by making sure all reps were availableand ready to take calls.⦁ Coordinated bi-weekly conference calls with program managers to discuss and identify possible trends that may impact call center service levels.⦁ Worked proactively with management team and maintained awareness of upcoming events.⦁ Completed voluntary customer service supervisor training to identify and understand different personalities within a team of representatives.

Richmond, Virginia Area

• Identifies constituent-specific service issues, identifies solutions and may lead resolution of issues working with other areas. • Provides constituents with Aetna policy, plan design and benefit changes and network updates including analysis of impact. • Collaborates with account management team to achieve growth/renewal objectives; may assist in preparation and delivery of renewal packages.• Support plan administration activities, including installation, open-enrollment, plan set-up, eligibility, billing and drafting by working proactively with support areas; signs-off on ID cards. • Assist in constituent training on product and policy questions. • Take initial calls for direct sales requests and forward requests to appropriate sales staff.Daily monitoring of phone metrics and schedule adherence. Researching and resolving member issues related to Medicaid/Medicare Covered services. Creating and analyzing reports and workflows. *Awarded 2018 Top Associate for Department*

Richmond, Virginia Area

Grievance & Appeals Analyst:Responsible for leading and coaching a team of Grievance & Appeals Analysts. I was responsible to review, analyze and process pre-service and post service grievances and appeals requests related to clinical and non-clinical services, quality of service and quality of care issues to include executive and regulatory grievances. Primary duties may include, but are not limited to: ⦁ Monitors work flow and makes assignments to ensure the correct team resource is utilized to achieve accreditation and regulatory compliance metrics in a quality manner. ⦁ May also be responsible to provide review and analysis of complex pre-service and post service grievances and appeals requests from customer and multiple products related to clinical and non- clinical services, quality of service, and quality of care issues to include executive and regulatory grievances. ⦁ Coaches, trains, and audits to ensure the team correctly utilizes guidelines and review tools to conduct extensive research and analyze the grievance and appeal issue(s) and pertinent claims and medical records to either approve or summarize and route to nursing and/or medical staff for review. *Aetnawood Wall of Fame Superstars as an Appeals Analyst*

Richmond, Virginia Area

Handle customer inquiries, complaints, billing questions and service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions.⦁ Resolved an average of 350 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy and volume).⦁ Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s mentors and trainers of both new and established employees.⦁ Helped company attain the highest customer service ratings (as determined by external auditors) earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.⦁ Commended for initiative, persuasiveness, intense customer focus and dependability in performance evaluations.*Aetnawood Wall of Fame Superstars as a MSR*

Bachelor Of Science - Bs, Psychology

Bachelor Of Arts - Ba, Psychology

High School Diploma, Advance Studies