CeCe Ivory
Gibsland
Summary
Detailed-oriented Business Administrator with 5+ years of customer service, operations support, and leadership experience, including quality assurance and healthcare industry expertise supporting federal healthcare programs including CMS. I am skilled in case analysis, research, inquiry resolution, user onboarding, workflow triage, cross-functional collaboration, and technical documentation using systems like Salesforce and ServiceNow. Strong communicator with proven success in high-volume environments with a strong track record of exceeding performance goals and driving process improvement, training new hires, and managing deliverables in fast-paced environments.
Overview
5
5
years of professional experience
Work History
Business Administrator
GDIT
09.2024 - Current
- Coordinated cross-departmental communication to streamline project workflows and enhance collaboration.
- Managed project schedules, ensuring timely completion of deliverables and adherence to deadlines.
- Developed and maintained comprehensive documentation for operational processes and procedures.
- Analyzed data trends to identify areas for process improvement and increased efficiency.
- Exceed daily case processing goal of 30+ cases with a rejection rate of less than 1% monthly.
- Develop and maintain documentation of the full Extension Case Processing, General Inquiry Processing, Peer Review Processing.
- Participate in CMS client meetings and document regulatory updates impacting healthcare consumers and assister.
- Provide direct support for CMS-related inquiries using Salesforce, tailoring responses through data analysis and regulatory research.
- Triage over 500+ cases to different queues and CSRs on a daily basis cases from the CMS, IDR entities, Disputing Parties, and Patients.
- Analyze inquiries, research program requirements, and craft responses using CMS approved language.
- Collaborate with cross-functional teams to refine inquiry responses based on evolving needs.
- Completed lunch and learns for different type of General Inquiry cases.
- Review team members' responses for quality, accuracy, and formatting; provided feedback.
- Withdraw multiple disputes as needed.
- Triage Team Lead and General Inquiry SME
Customer Service Specialist II
GDIT
04.2023 - 09.2024
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed and documented customer interactions using CRM software Salesforce to ensure accurate record-keeping.
- Collaborated with team members to streamline processes, enhancing overall customer satisfaction.
- Provided product knowledge training to new staff, improving team performance and service quality.
- Implemented feedback mechanisms to gather customer insights for continuous service improvement.
- Assisted in developing training materials that enhanced onboarding for new employees.
- Use inquiry response tools and databases to analyze relevant submitter data.
- Track inquiry trends and update the knowledge base language as needed.
- Led initiatives to improve response times, resulting in more timely resolutions of client questions.
- Assisted new employees with training, sharing best practices for maintaining good and accurate case flow and achieving positive outcomes.
Data Entry Operator II
GDIT
03.2021 - 04.2023
- Entered and updated data in company databases with high accuracy and efficiency.
- Processed large volumes of information while maintaining data integrity and confidentiality.
- Assisted in streamlining data entry processes to enhance overall operational efficiency.
- Conducted regular audits of data entries to identify and correct discrepancies.
- Conducted weekly meetings twice a week for Q and A regarding difficult calls that were received.
- Received 60+ inbound calls to complete applications and provide status updates for FEMA survivors.
- Reviewed and validated 40+ case documentation provided by FEMA survivors
- Completed 12-25 quality assurance calls from different employees that assisted with the FEMA contract
- Served as a team lead supporting workflow coordination.
- Completed 25+ outbound calls to gather missing information from FEMA survivors.
Medical Receptionist
Lincoln Community Health Center
10.2020 - 03.2021
- Managed patient check-in and registration processes to ensure smooth workflow.
- Coordinated appointment scheduling, optimizing physician availability and patient access.
- Maintained electronic health records with accuracy, ensuring compliance with privacy regulations.
- Assisted in insurance verification, enhancing billing efficiency and minimizing delays.
- Maintained 100% compliance with HIPAA and other regulations.
- Interpreted insurance policy terms to determine patient coverage
Education
Diploma - Medical Billing And Coding
Unitech Training Academy
Lafayette, LA06-2022
Associate of Applied Science - Business Administration
Northwest Louisiana Community College
Minden05-2019
Skills
- Knowledgebase Management & Documentation
- Salesforce and ServiceNow
- Sharepoint
- JIRA and Tableau
- Quality Assurance
- Process Improvement & Training Development
- Healthcare Claims & Regulatory Compliance
- Data Analysis & Case Triage
- Deliverables and Workflow Management
- Microsoft Excel
- Leadership and Subject Matter Expert
- Call Center Operations
- Inquiry and Case
Timeline
Business Administrator
GDIT
09.2024 - Current
Customer Service Specialist II
GDIT
04.2023 - 09.2024
Data Entry Operator II
GDIT
03.2021 - 04.2023
Medical Receptionist
Lincoln Community Health Center
10.2020 - 03.2021
Diploma - Medical Billing And Coding
Unitech Training Academy
Associate of Applied Science - Business Administration
Northwest Louisiana Community College