Results-driven Training Specialist and Customer Service Professional with extensive experience supporting U.S. healthcare insurance accounts, particularly within Medicare and Medicaid programs. Proven track record in delivering engaging, learner centered training sessions focused on health plan policies, CMS guidelines, eligibility, enrollment, claims processing, and member services.
Skilled in simplifying complex healthcare concepts, including benefits coverage, prior authorization, appeals and grievances, HIPAA compliance, and coordination of benefits, into clear, actionable guidance for both new hires and frontline agents. Adept at coaching during nesting periods, improving call quality, compliance adherence, and customer satisfaction (NPS) while ensuring alignment with regulatory standards and quality assurance metrics.
Experienced in training needs analysis, curriculum development, performance monitoring, and quality audits, with a strong ability to motivate teams and drive continuous improvement. Recognized for building positive learning environments, fostering engagement, and enhancing agent readiness to support diverse member populations across Medicare Advantage, Medicaid managed care, and commercial plans.
Strong communicator with a passion for people development, committed to delivering high-impact training that supports operational excellence and exceptional member experience.
