Katherine M. Chandler
Intervoice PR
Carolina
4
Languages
8
years of professional experience
Demonstrated expertise in call center sales, customer experience, Medicaid provider enrollment, quality assurance, and team leadership.
Work History
Project Coordinator
2 Years 1 Month- Efficiently record, summarize, and track meeting discussions and decisions, ensuring all stakeholders are informed and aligned.
- Manage project deliverables, monitor timelines, and coordinate tasks to ensure timely and high-quality completion.
- Prepare, process, and organize client invoices, including creating invoice binders and CDs, demonstrating attention to detail and organizational skills.
- Develop and deliver clear, professional presentations for stakeholders, supporting informed decision-making.
- Provide precise administrative support, schedule and coordinate client meetings, and prepare detailed, actionable reports.
- Maintain organized filing systems and supplementary schedule reports, ensuring confidentiality, data integrity, and compliance with company policies.
- Supervise workflow and assist team members as needed, demonstrating leadership, problem-solving, and the ability to prioritize multiple tasks in a fast-paced environment.
- Continuously improve processes and communication to support operational efficiency and team productivity.
Provider Enrollment Specialist/Quality Assurance
9 Months- Process around 30 daily applications from in-state and out-of-state providers to enroll in the Puerto Rico Medicaid Program, verifying credentials and licensure to comply with federal CMS regulation 42 CFR 455.450, reducing fraud, waste, and abuse.
- Track enrollment status throughout the entire lifecycle, from application submission to approval or rejection.
- Communicate effectively with providers regarding required documentation and enrollment updates.
- Review and revise teammates’ applications to ensure accuracy, completeness, and compliance with regulations.
- Supervise and support team members in daily application processing, improving workflow efficiency and reducing errors.
- Implement strategies to reduce Return to Provider percentages and enhance process accuracy.
- Manage multiple computer systems simultaneously, including Microsoft Teams, OneNote, Excel, Outlook, and SharePoint.
- Support process improvements, operational efficiency, and team development initiatives.
Customer Service Representative (Call Center)
7 Months- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Services include: Explanation of Benefits, Prior Authorization approval, Claim Status, Billing Status, among other queries.
- Exceeded expectations of daily metrics in Quality Assurance (QA) with an average cumulative of 96% per month, for the Average Handling Time (AHT) 650-705 minutes per month, (minimum required is 720 minutes per month) and the Net Promoter Score (NPS) surpassing 70 points per month.
- Obtained and examined relevant information to assess validity of complaints and determine possible causes.
- Adhered to company policies and procedures while providing superior service.
Front Desk Receptionist/Administrative Assistant
1 Year- Provide a warm welcome to the guests.
- Attend every reservation (make sure the room is ready, that guests arrived at the check-in time, suggest for places to go and things to do depending on their interests, transportation method and vacation stay period).
- Manage clerical duties (data entry, indexing, fax and scanning).
- Verify the ExtraNets to update availability, respond messages and keep everything up to date.
- Create documents to ensure the quality and organization of the hotel.
- Manage payroll, shifts for employees.
- Answer emails regarding interviews or meetings with manager.
- Provided assistance to the housekeeping department when needed.
Sales Agent
5 Months- Efficiently assisting 50-80 customers per week with getting their orthopedic support.
- Able to manage multiple computer systems at once.
- Engaging with co-workers to provide a healthy work environment.
- Developed strong communication skills for successful customer service.
- Implemented innovative methods for increasing efficiency in daily processes.
- Adapted quickly to changing market conditions and shifts in consumer trends.
- Implemented innovative methods for increasing efficiency in daily processes.
- Helping teammates with call tones depending on the type of member to be assisted.
- Learning to use the different computer gadgets to run the qualification process smoothly, as the calls had to be completed on a period of 6 to 15 minutes.
Office Clerk/Receptionist
3 Months- Organized office operations and procedures, including filing systems, data entry, and record keeping.
- Greeted visitors at front desk; provided assistance as needed while maintaining a professional atmosphere.
- Make and receive an average of 10 calls a day to confirm medical appointments.
- Drafted and sent out emails and memos for seamless communication.
- Coordinated office operations and procedures to facilitate workflow and efficiency.
- Assisted with scheduling appointments, meetings, and travel arrangements for staff members.
Call Center Representative
1 Year- Provide telephone support to an average of 120 clients per day with 100% effectiveness 24 hours a day, 7 days a week.
- Manage different social networks, increasing service satisfaction from 70% to 92%.
- Met performance goals and call center metrics in fast-paced performance setting.
- Listened to feedback from call manager and implemented changes in future calls.
- Followed up promptly on all unresolved cases from previous shifts.
Education
Bachelor’s Degree - Business Administration - Human Resources
Associate’s Degree - Medical Billing and Coding
Graduated with High Honors
Skills
Attention to Detail
Organizational Skills
Effective communication skills
Analytical Thinking
Task Prioritization
Team Collaboration
Continuous Learning Attitude
Data entry skills
Adaptability and Flexibility
Leadership Qualities
References
Available upon request
Languages
English
C2
Bilingual or Proficient
Spanish
C2
Bilingual or Proficient
French
A2
Elementary
Chinese (Mandarin)
A1
Beginner
Timeline
Project Coordinator
Intervoice PR
07.2024 - CurrentRead More
Provider Enrollment Specialist/Quality Assurance
Intervoice PR
10.2023 - 07.2024Read More
Customer Service Representative (Call Center)
Optum Services
06.2022 - 01.2023Read More
Sales Agent
One Health Direct
09.2021 - 02.2022Read More
Front Desk Receptionist/Administrative Assistant
Fortaleza Suites
06.2021 - 06.2022Read More
Office Clerk/Receptionist
Oficina Médica - Dr. Billy Santiago
02.2019 - 05.2019Read More
Call Center Representative
Allied Car and Truck Rental
04.2018 - 04.2019Read More
Dewey University
Associate’s Degree from Medical Billing and Coding
Read More
Universidad Interamericana de Puerto Rico (UIPR)
Bachelor’s Degree from Business Administration - Human Resources
Read More