Summary
Overview
Work History
Education
Skills
Websites
Certification
Interests
Timeline
Generic

Katherine Raynor

Marion,VA

Summary

Dynamic individual with hands-on experience in Coordination of Benefits Data Mining and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Audit Support COB and DM

Cotiviti Healthcare
11.2024 - Current
  • Compiled information and input into Microsoft Access SQL database, managing an average of about 100-200 cases per day, when goal was set to 60. Phone calls to providers like Medicare or Aetna generally gave me 100 cases/day, but data collection gave me 200+.
  • Collaborated with other departments, such as Payment Accuracy Specialists, to enforce data accuracy and enhance productivity.
  • Applied data validation procedures to support and enforce data integrity using Lexis Nexis.
  • Assisted with development of data entry procedures to streamline data processing and helped design a new organized employment verification folder.
  • Located and corrected data entry errors and reported to management.
  • Employed SQL to query databases and retrieve data.
  • Monitored data entry processes and worked to improve efficiency and performance.
  • Reviewed, analyzed and corrected coordination of benefits (COB) discrepancies and other related issues to maintain integrity of insurance information.
  • Managed and organized documents for data entry tasks.
  • Created spreadsheets for more efficient recordkeeping.
  • Participant of the Communications Team for the Cotiviti Employee Committee (CEC). We send out info exchanges, trivia, events, and surveys to get everyone more engaged with other departments and upper management.

Patient Access Representative

Ensemble Health Partners
01.2024 - 10.2024
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.
  • Processed payments using cash and credit cards, maintaining accurate records of transactions.
  • Verified patient insurance eligibility and entered patient information into system.
  • Compiled and maintained patient medical records to keep information complete and up-to-date.
  • Engaged with patients to provide critical information.
  • Answered incoming calls, scheduled appointments and filed medical records with a goal of 40 registrations a day.
  • Organized patient records and database to facilitate information storage and retrieval in EPIC.
  • Greeted and assisted patients with check-in procedures at the front desk in both ER and outpatient sides.
  • Facilitated communication between patients and various departments and staff, such as nurses, attending ER doctors, and lab techs.
  • Provided excellent customer service to patients and medical staff.
  • Trained new staff on filing, phone etiquette and other office duties.
  • Recommended service improvements to minimize recurring patient issues and complaints.
  • Was a member of the Employee Action Group (EAG)and worked with my manger on newsletters for the company.

Assistant Manager/Pizza Delivery Driver

Domino's Pizza
09.2023 - 12.2023
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Conducted performance evaluations and provided constructive feedback to employees.
  • Worked 16+ hour shifts to cover due to emergencies for business need.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Interacted professionally with customers in person or by phone and acted with sense of urgency to drive positive customer experience.
  • Kept delivery vehicle clean and neat to maintain company's professional reputation.
  • Met promised delivery times consistently by using GPS software to spot and avoid traffic delays.
  • Planned optimal routes to deliver multiple orders per trip and achieve strong performance ratings.
  • Served customers promptly by smoothly collecting and delivering high volume of orders.
  • Upheld optimal staff and customer protections by monitoring food handling, cleaning, and sanitation protocols.
  • Prepared ingredients ahead of time to promote efficiency in dish garnishing.
  • Operated pizza oven and other kitchen equipment safely to protect team members from harm and equipment from damage.
  • Handled cash register operations by applying coupons, giving customer totals, and processing cash and credit card payments.
  • Prepared fresh dough and other pre-made items, following store recipes to mix ingredients, allowing for sufficient rising or cooking and placing in cooler for storage until needed.
  • Prepared raw materials for cooking by cutting vegetables and preparing dough.
  • Received incoming customer calls, recording order details and personal information and issuing estimates as to preparation and delivery times.
  • Shared information with customers about menu items, preparation methods, and ingredients.
  • Cooked assembled pizzas in oven, removed when done, allowed to cool, cut and boxed completed orders, entering real-time preparation updates in electronic system from start to finish.
  • Observed pre-delivery procedures for preparing orders, verifying order contents against receipt, boxing, labeling and affixing receipts before dispatching to delivery workers.
  • Followed order specifications to select proper crust and topping ingredients, assembling full pizzas following company measurement standards.
  • Coached new workers on store policies, pizza making, and dough preparation.
  • Passed OA inspection with a 5-Star Review

Front End Team Lead

Walmart
09.2021 - 08.2023
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
  • Monitored cash drawers in 20 checkout stations to verify adequate cash supply.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
  • Maintained #1 and/or #2 in market 311 for 4 consistent months, a record for the store in many years with a 4.92 score (based on customer feedback in various deptartments)
  • Maintained lottery station
  • Trained in sporting goods, Online Pickup and Delivery, Jewelry, Electronics, and stocking to help cover gaps and maintain the store when needed.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.
  • Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
  • Kept high average of performance evaluations.
  • Monitored front areas so that questions could be promptly addressed.
  • Interceded between employees during arguments and diffused tense situations.
  • Implemented project management techniques to overcome obstacles and increase team productivity.
  • Developed internal requirements and standards to minimize regulatory risks and liability across programs.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Responded to customer requests for products, services, and company information.
  • Implemented and developed customer service training processes.
  • Developed customer service initiatives to improve performance and uplift satisfaction scores.
  • Accelerated consumer purchasing habits by increasing distribution and availability across range of retail outlets.
  • Researched scan error sheets and not-on-file sheets promptly, corrected errors found and kept log of manual retail price changes.
  • Directed and supported consumer and retail activity by working closely with cashiers team.
  • Evaluated retail customers' product needs and promoted appropriate store products.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Welcomed customers and helped determine their needs.
  • Answered questions about store policies and addressed customer concerns.
  • Addressed customer needs and made product recommendations to increase sales.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Greeted customers entering store and responded promptly to customer needs.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Built relationships with customers to encourage repeat business.
  • Resolved customer complaints and maintained clean and tidy checkout area.
  • Answered product questions using knowledge of sales and store promotions.
  • Utilized POS system to handle customer cash and credit card transactions.
  • Handled secure money transfers using MoneyGram and Western Union, handling IDs, and watching for fraud.

Cashier/Customer Service Desk Associate

Walmart
12.2020 - 09.2021
  • Restocked and organized merchandise in front lanes.
  • Stocked, tagged and displayed merchandise as required.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
  • Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
  • Performed cash, card, and check transactions to complete customer purchases.
  • Used POS system to enter orders, process payments and issue receipts.
  • Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
  • Operated cash register to record transactions accurately and efficiently.
  • Processed refunds and exchanges in accordance with company policy.
  • Worked with floor team and managers to meet wide range of customer needs.
  • Handled cash with high accuracy and took care to check bills for fraud.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Cross-trained and backed up other customer service managers.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Welcomed customers and helped determine their needs.

Education

Bachelor of Science - Health Information Management

Western Governors University
Salt Lake City, UT
08-2027

High School Diploma -

Marion Senior High School
Marion, VA
05-2020

Skills

  • Project planning for CEC
  • Meeting facilitation
  • Microsoft Project
  • Key performance indicators
  • Microsoft office
  • Accuracy and precision
  • Attention to detail
  • Organizational skills
  • EPIC Software Proficiency
  • HIPAA regulations
  • Medical billing experience
  • Medical terminology proficiency
  • Computer literacy
  • Healthcare management
  • Adaptability

Certification

  • CRCR- Certified Revenue Cycle Representative, expires July 2026

Interests

  • Outdoor Recreation - I love hiking, running along beaches, and doing as much as I can outdoors I love having a flower garden, veggie garden, and herb garden for my kitchen
  • Video Gaming - I love a good horror game before bed
  • Food Tourism - I will try anything except pufferfish
  • Cooking & Baking - not to toot my own horn, but I am a fantastic chef and baker I can fix anything
  • Enjoy participating in weightlifting for overall physical and mental well-being
  • Music, especially heavy metal concert-form, fixes everything

Timeline

Audit Support COB and DM

Cotiviti Healthcare
11.2024 - Current

Patient Access Representative

Ensemble Health Partners
01.2024 - 10.2024

Assistant Manager/Pizza Delivery Driver

Domino's Pizza
09.2023 - 12.2023

Front End Team Lead

Walmart
09.2021 - 08.2023

Cashier/Customer Service Desk Associate

Walmart
12.2020 - 09.2021

Bachelor of Science - Health Information Management

Western Governors University

High School Diploma -

Marion Senior High School

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Katherine Raynor