Carrie Frank

Experience

• 

  Humana

  Sept 2008 - Nov 2015

  A leading national healthcare provider with headquarters in Louisville, KY.; Provide consistent point of contact to Key Accounts at groups and sales for customer service opportunities that are escalated. Provide feedback and coaching to associates and contact center leadership on missed opportunities and new processes. Represent contact center on group implementation and process improvements.Research claims, benefit, and eligibility opportunities escalated from groups, sales, and contact center associates to ensure consistent messaging and plan administration for Key BHCG groups.Coordinate between contact center and organizations when process improvements such as the Menards auto-pay process and FIS retiree enrollment process implementation.Train and support additional areas such as the small group market box to ensure quality of care and performance guarantees can be met.1 STAR Award - Special Thanks and Recognition Award received for consistently going above and beyond the call of duty and took on additional workload outside my normal assignment to support a fellow co-workers and team. Additionally recognized for efforts pertaining to the company mission of lifelong well-being as part of the well-being champion role. Show less Provided issue resolution and follow up for Voice of the Customer surveys and opinions. Provided coaching opportunities and development for customer service specialists. Responsible for data analytics and reporting for three service improvement teams. Continually develop educational pieces distributed throughout contact centers to improve the customers overall experience with Humana hoping to build brand loyalty.Identified areas of improvement monthly for Service Improvement Teams to analyze and improve results.Project Coordination for Ganoni Roadmap project – JD Power/VOC Strategy looking to improve Net Promoter and Advocacy within the Ganoni Organization. Managing 4 project plans and pilots to meet deadlines.1 STAR Award - Special Thanks and Recognition Award received for consistently going above and beyond the call of duty and took on additional workload outside my normal assignment to support a fellow co-worker and team. Show less Provided customer service to members in specialty benefits for dental benefits and claims. Provided project support for coordination of benefits and return to sender mail to ensure claims were processing correctly and timely. Supported service recovery specialist with Voice of the Customer as business needs allowed. Provided issue resolution in a timely and accurate manner. Averaged 5.0 agent courteousness for 2010Average Handle Time below the level set to meet business needs for entire time on the phone.1 STAR Award - Special Thanks and Recognition Award received for consistently going above and beyond the call of duty and took on additional workload outside my normal assignment to support a fellow co-worker and team. Show less

  • Business Finance Analyst

    Sept 2013 - Nov 2015

  • Company Contact Lead

    Oct 2011 - Sept 2013

  • Service Recovery Specialist/SIT Analyst

    Jan 2010 - Oct 2011

  • Customer Service Specialist

    Sept 2008 - Jan 2010
• 

  UnitedHealth Group

  Nov 2015 - Sept 2024

  Working to develop policy, processes, and procedures around data analytics for compliance

  • Manager - UHC Compliance Operations Correct

    May 2018 - Sept 2024

  • Senior Compliance Analyst

    Jul 2017 - May 2018

  • Compliance Analyst

    Nov 2015 - Jul 2017
• 

  Centene Corporation

  Sept 2024 - now

  Senior Director