Cindy MacDonald
Belvidere
Summary
Results-oriented team leader with extensive experience at United Health Group, focusing on employee training and conflict resolution. Proficient in data analysis and process improvement, leading to significant enhancements in customer service. Dedicated to mentorship and clear communication, contributing to overall team performance and member satisfaction.
Overview
31
31
years of professional experience
Work History
Team Lead
United Health Group
08.2022 - Current
- A role that aligns with the team supervisor to act as a team resource for questions, complex issues with team trainings and/or huddle topics.
- Resource for team members
- Answer questions in team chats.
- Lead team trainings/new processes in team meetings.
- Provide on the job mentorship.
- Focus on tasks due today or past due.
- Assist with team metric priorities.
- Help resolve escalated issues, refer to NEST as necessary.
- Support panel work or inbound calls during peak times.
- Obtain various reporting for team metrics daily/weekly/monthly.
Customer Service Representative
United Health Group
10.2021 - 08.2022
- Working remotely which required working fluency in computer navigation while engaging in dialogue and creating a positive experience with members.
- Answer incoming phone calls from members and identify the type of assistance the member needs.
- Ask probing questions to help identify specific questions or issues while documenting information.
- Research complex issues across multiple databases and work with support resources to resolve member’s issues.
- All the while developing a connection with the member to give them the best member experience.
Receptionist
First Choice Health
11.2018 - 10.2021
- I have worked in a very high-volume office where we offered many different medical needs for the community.
- I was chosen to go to the new Walk-In Urgent Care Office.
- Register patients to the appropriate provider to meet their needs.
- Collect and review patient data to ensure all information is entered to process correctly.
- Collect current and past due money at each visit. When necessary, set up a payment plan.
- Upon check out, provide any additional information per the provider. School/Work note to educational information to help patient ensure proper care at home.
- Distribute faxes, mail and phone calls to the appropriate person(s) to ensure patient care has been meet.
- Process payments for patients and ensure posted correctly.
- Escalate payments or charges that are incorrect on patient’s charts.
- Balance the clinic daily. Ensure all month end reports have been completed and signed off on and submitted to appropriate departments.
- Assist on-site training for new hire AMG receptionists.
- Responsible in ordering and maintaining all office supplies for clinic.
- Use best judgement to justify when to allow lunch for provider due to being short staffed and patients continue to come in expecting immediate care.
- Maintain professionalism when providers and medical assistants were overwhelmed with patient volume; as well as patients that were demanding.
- Troubleshoot and attempt to resolve scheduling issues before provider can see schedule.
- Trouble shoot claims assigned to clinic. Claims not entered correctly or processed in a timely manner holds revenue for the clinic.
- Process invoices in a timely manner.
Substitute Teacher
Franklin County Board of Education
01.2017 - 11.2018
Homemaker
02.2014 - 01.2017
Receptionist / Account Payable Clerk
Baxter Enterprises
05.2012 - 02.2014
- File vendor shippers and invoices.
- Enter invoices for payment.
- Reconciles when paid.
- Research per vendor statements and obtain any necessary documents.
- Answer vendor calls regarding payment status.
- Prepare checks for mailing.
- Maintain all accounts payable files.
- Assist with answering multi-line switchboard, greeting visitors, performing various office duties, such as filing, copying, faxing, paging, etc.
Homemaker
12.2008 - 05.2012
Thompson Appalachian Hardwoods, Inc.
09.2007 - 11.2008
- Assisted the CFO on a part time basis with general accounting functions.
- Weekly Payroll.
- Creating/maintaining various monthly detailed reports.
- Organizing/maintaining new and existing employee data.
- Monthly Journal Entries and reconciliations.
- Provide inventory data for monthly entries.
- Submit and reconcile weekly 401(K) entries.
- Bank reconciliations.
Financial Analyst
Carrier, A United Technologies Company
03.1999 - 03.2003
- Assisting the CFO at the Morrison, TN plant.
- Assisted in the monthly/annual budget forecasting.
- Responsible for submitting and reconciling monthly journal entries.
- Perform audit controls within the department.
- Backup for payroll.
- Responsible for processing special orders, factory shipping orders, and cross charge authorizations.
- Responsible for distributing weekly/monthly reports to various departments regarding budgets and/or expenses.
- Responsible for maintaining the Fixed Assets.
Banking Center Manager
NationsBank
Chattanooga
01.1994 - 01.1999
- Responsible for development and implementation of aggressive marketing plan to ensure banking center’s daily sales, service and marketing goals were met and clients were served in a highly professional and courteous manner.
- Performed sales and sales management responsibilities.
- Serve as profit center manager through implementation and attainment of banking center goals including expense controls.
- Management of consumer credit products.
- Committed to provide leadership support to each banking center associate in their efforts to deliver the highest level of personal service to our customers.
- Closing of consumer loans.
- Referral of other loan products.
- Performs personnel management responsibilities.
Education
Bachelor of Science - Finance
University of North Alabama
Florence, AL01.1994
Master of Science - courses towards Masters in Business Management
University of Phoenix
OnlineSkills
- Team leadership
- Employee training
- Customer service
- Conflict resolution
- Data analysis
- Process improvement
- Time management
- Mentorship skills
- Technical troubleshooting
- Project management
- Performance metrics
- Effective communication
- Customer focus
- Problem solving
- Relationship building
- Performance monitoring
- Schedule management
- Teamwork and collaboration
- Team building
- Leading team meetings
Phone
cell, (931) 636-4149
References
References available upon request.
Timeline
Team Lead
United Health Group
08.2022 - Current
Customer Service Representative
United Health Group
10.2021 - 08.2022
Receptionist
First Choice Health
11.2018 - 10.2021
Substitute Teacher
Franklin County Board of Education
01.2017 - 11.2018
Homemaker
02.2014 - 01.2017
Receptionist / Account Payable Clerk
Baxter Enterprises
05.2012 - 02.2014
Homemaker
12.2008 - 05.2012
Thompson Appalachian Hardwoods, Inc.
09.2007 - 11.2008
Financial Analyst
Carrier, A United Technologies Company
03.1999 - 03.2003
Banking Center Manager
NationsBank
01.1994 - 01.1999
Bachelor of Science - Finance
University of North Alabama
Master of Science - courses towards Masters in Business Management
University of Phoenix
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