Terrie Hogan
Woodbridge
Summary
Professional supervisor with 5 years of experience in healthcare environments, specializing in TRICARE and Medicare. Demonstrated expertise in data analysis and project management, resulting in significant improvements in team performance and customer satisfaction. Developed and executed strategic solutions that strengthened client relationships and enhanced operational processes. Dedicated to driving organizational success through impactful communication and leadership.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Consumer Service Operations Professional
Humana Military
Frederick
08.2024 - Current
- Executed daily tasks with precision and efficiency.
- Delivered exceptional face-to-face and telephone service to customers.
- Resolved customer issues, ensuring high satisfaction through knowledgeable support.
- Conducted thorough research and data analysis for strategic planning initiatives.
- Organized and prioritized tasks effectively to meet service goals.
- Collaborated with cross-functional teams to achieve objectives.
- Generated innovative solutions that enhanced team performance.
- Provided guidance and support to colleagues, promoting a collaborative environment.
Outreach and Education Case Specialist
Anthem, Inc.
06.2022 - 08.2024
- Maintained and updated case databases for assigned Medicare members.
- Conducted investigations on cases submitted through CRM to ensure accuracy.
- Reviewed cases and claims to determine necessary actions and workflows.
- Gathered clinical information to facilitate appropriate case processing.
- Educated Medicare members on available resources and services.
- Collaborated with internal and external departments to ensure timely case completion.
- Served as liaison between case management operations and various stakeholders.
- Managed approximately 50 daily communications, including calls, emails, and faxes from customers.
Military Treatment Facility Case Manager
Wisconsin Physician Service Health Insurance, WPS
10.2020 - 07.2021
- Maintain and updated case databases for assigned Military Treatment Facilities
- Completed investigations on cases submitted through CRM and WRIKE by the MTF
- Conducted initial review of cases and claims to determine appropriate action required
- Gathered clinical information for cases to determine appropriate workflow
- Prepared monthly case presentation reports for Stakeholders, Director, and Leadership
- Facilitated training and conference calls with MTF, providers, and members to determine case resolutions
- Functioned as a liaison between case management operations, external and internal departments
- Created, reviewed, and implemented new department workflow
- Created revenue reports for assigned Military Treatment Facilities and providers
- Collaborate to ensure cases are completed in a timely manner
- Educated active-duty military sponsors and dependents on open cases
- Completed other projects given by leadership
- Travel for training and leadership conferences.
- Monitored program performance and outcomes for successful delivery of services.
- Developed and implemented comprehensive case management plans to address client needs and goals.
- Researched best practices and developed strategies to improve program outcomes.
- Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations, and procedural costs.
- Managed approximately 50 emails and faxes per day from customers
Claims Resolution Supervisor
Wisconsin Physician Service Health Insurance, WPS
10.2017 - 10.2020
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Boosted team performance by developing claims resolution training materials and conducting claims training.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Collected, arranged, and input information into database system.
- Educated staff on organizational mission and goals to help employees achieve success.
- Created and managed project plans, timelines and budgets.
- Generated SQL reports detailing findings and recommendations.
- Monitored workflow to improve employee time management and increase productivity.
- Managed approximately 18-25 agents
- Skilled at working independently and collaboratively in a team environment.
- Hired, trained, Managed and prepared 18-25 agents to respond to claims inquiries and handle any troubleshooting duties.
- Completed bi-weekly payroll
- Developed and updated tracking spreadsheets for process monitoring and reporting.
Senior Customer Service Supervisor
Capital One Financial Corporation
04.2012 - 03.2016
- Initiated operations improvements to improve overall call center productivity
- Created, prepared, and delivered reports to various departments.
- Completed bi-weekly payroll for 20 or more employees.
- Evaluated staff performance and provided feedback to improve customer service delivery.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Implemented company policies and procedures for professional, cohesive customer care.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Conducted training and supervised team members to promote productivity, accuracy, and commitment to friendly service.
Education
Earned a High School Diploma -
Warwick High School
Newport News, VA06.1993
Some College (No Degree) - B.S. Health Management
Norfolk State University
Norfolk, VASome College (No Degree) - Social Sciences
Tidewater Community College
Norfolk, VASome College (No Degree) - Social Sciences
Thomas Nelson Community College
Hampton, VASkills
- Microsoft Office suite proficiency
- Office equipment operation
- Video conferencing tools
- Database management systems
- Computer literacy
- Critical thinking
- Adaptability
- Interpersonal skills
- Data entry and document review
- Project management
Certification
Active-ADP2 Security Clearance
Timeline
Senior Consumer Service Operations Professional
Humana Military
08.2024 - Current
Outreach and Education Case Specialist
Anthem, Inc.
06.2022 - 08.2024
Military Treatment Facility Case Manager
Wisconsin Physician Service Health Insurance, WPS
10.2020 - 07.2021
Claims Resolution Supervisor
Wisconsin Physician Service Health Insurance, WPS
10.2017 - 10.2020
Senior Customer Service Supervisor
Capital One Financial Corporation
04.2012 - 03.2016
Earned a High School Diploma -
Warwick High School
Some College (No Degree) - B.S. Health Management
Norfolk State University
Some College (No Degree) - Social Sciences
Tidewater Community College
Some College (No Degree) - Social Sciences
Thomas Nelson Community College