Sarah Lopez
Tunkhannock
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
Work History
Provider Relations Lead Analyst
Cigna Healthcare
10.2021 - Current
- Pathwell Bone & Joint/Condition-Specific Care Benefits Specialist, Value Based Service & Support
- In this role I manage the end to end experience of members and providers aligned to the value based Condition Specific Care (C-SC) program
- I am currently internally and externally facing and support the member and provider in delivering education on the Pathwell Bone and Joint program (A Condition-Specific Care program), policies/procedures and more
- I collaborate internally with the program team building improvements that align to the member and provider experience while continuing to grow the program
- In my current role I work with Project Managers, Account Receivable Managers, Contracting, Client, Market Medical Executives and other matrix partners as needed to ensure the overall experience of the member and provider are understood and improved.
Quality Review and Audit Lead Representative
Cigna Healthcare
01.2016 - 10.2021
- Performs individual-level quality audits in accordance with all standards and metrics, specific to area of expertise
- Performs audits on trainees using standards and metrics specific to the training period
- Provides high-level coaching for employees during the quality review, coordinating with the Technical Coach to ensure in-depth follow-up occurs as necessary
- Partners with manager to provide individual and group-level feedback to production units
- Assists in maintaining a quality study tracking system and assists in the analysis of results and root cause of Advocate opportunities
- Attends team meetings to communicate quality standards in the event of any changes in those standards
- Participates in/leads project teams, as needed, with the goal of continually increasing and ensuring a high-quality customer experience
- Locates and interprets complex information from a number of databases with the purpose of providing specific feedback to teams
- I demonstrate strong communication skills, both written and verbal in my current position
- I have to have the ability to provide constructive feedback, support customer service and business goals via quality monitoring, and pay strong attention to detail
- I also have to demonstrate a thorough understanding of all CIGNA products, services, overall business architecture, Service Center workflows and the ability to function in a team based/matrix environment
- I also assist with any projects or assignments given to me by my Manager and/or Operations Specialist, such as helping assist with system releases, putting together “Best Practices” for fellow Quality Reviewers, assisting in creating training materials (assisting Operation Specialist with WebEx recordings and putting together a walk through for system such as DPL).
Customer Service Associate
Cigna Healthcare
10.2013 - 01.2016
- Taking phone calls, maintaining stats, and helping with call queue volume
- Managing open tasks/calls in a timely and correct fashion, handling any projects or tasks given by management in a timely manner, staying up to date on training, being customer centric and always trying to help our customers to the best of my abilities
- I have worked on special projects assigned to me by management
- I coach and help my fellow coworkers when the opportunities arise
- I have helped in our Manager On Duty chat in Lync as back up Floor Support
- I take manager calls as well while helping with the chat or if escalated call team and management are backed up
- I have been part of the PAL program for multiple new hire classes
- I am currently trained in Medical Proclaim.
Call Center Customer Service Representative
Benco Dental
08.2011 - 08.2013
- Taking phone calls, maintaining low numbers in call queues, working on special projects assigned from managers, creating and entering in new product information and item numbers in our systems, we would be assigned to new sales representatives to help them with tasks, helping train them in our products, and such
- When new team members were hired I would be assigned to help them adjust to the call floor, and assist with questions and system navigation.
Sales Associate
Aerie by American Eagle
11.2010 - 03.2012
- Fittings, register, stock, placement of merchandise, meeting merchandise and dollar sales goals, answering phones.
Teller 1
Community Bank & Trust Company/ First National Bank
12.2008 - 08.2011
- Customer transactions, balancing drawer, ATM balancing, checking accounts opened by CSR for errors, branch ordering, putting loan files in order, placing calls to insurance companies regarding being placed as lien holder on loans for loan officer/manager
- Assisting loan officer/manager with tasks and meetings
- Community Bank and Trust was bought out by First National Bank and I stayed on as an employee.
Sales Associate
The Limited
08.2008 - 01.2010
- Register, sales, answering phones, setting up floor sets, fitting room help, stock.
Customer Specialist
Hallmark
03.2007 - 12.2008
- Register, sales, answering phones, setting floor sets, organizing and placing card selections, stock, cleaning.
Education
High School Diploma -
Forest City Regional School
Forest City, PA2007
Skills
- Training and mentoring
- Team Collaboration
- Project Management
- Presentations and Decks
- Problem-solving abilities
- Critical Thinking
- Data Entry
- Problem Resolution
- Microsoft Excel
- Administrative Support
- Microsoft Office Suite
- Microsoft PowerPoint
- Data Collection
- Staff Training
Timeline
Provider Relations Lead Analyst
Cigna Healthcare
10.2021 - Current
Quality Review and Audit Lead Representative
Cigna Healthcare
01.2016 - 10.2021
Customer Service Associate
Cigna Healthcare
10.2013 - 01.2016
Call Center Customer Service Representative
Benco Dental
08.2011 - 08.2013
Sales Associate
Aerie by American Eagle
11.2010 - 03.2012
Teller 1
Community Bank & Trust Company/ First National Bank
12.2008 - 08.2011
Sales Associate
The Limited
08.2008 - 01.2010
Customer Specialist
Hallmark
03.2007 - 12.2008
High School Diploma -
Forest City Regional School
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