Courtney Collins-Key
Memphis
Summary
A self-starter who is friendly, patient, engaging, and has a passion for serving others. Hands-on professional with excellent customer service skills backed by monthly audits and above average achieved metrics which include resolution rates, balanced quality reviews, and customer satisfaction metrics. Over 20 years of experience in the healthcare industry working in the dental field. Detail oriented, reliable, and eager to grow and learn within the healthcare industry.
Overview
22
22
years of professional experience
Work History
Provider Relations Associate Analyst
THE CIGNA GROUP
08.2025 - Current
- Supports and maintain positive relationships with dental healthcare professionals
- Provide expertise regarding contract questions and non-routine claim issues
- Coordinates communication processes on issues such as administration, dental policies, and reimbursement
- Prepare and modify provider contracts and ensure adherence to contract compliance and credentialing issues
- Consistently exceed over the expected 92 percent satisfactory goal rate on monthly audits
- Access over ten computer systems daily to provide support to providers regarding credentialing
Customer Service Advocate
THE CIGNA GROUP
06.2022 - 08.2025
- Take inbound customer calls assisting DHMO and dppo members, educating them on how their plan works and how to reduce out-of-pocket cost
- Use Knowledge Exchange for guidelines and criteria to educate members prior to services rendered
- Research missing information in Dentaque to assist members getting claims processed
- Make outbound calls to dental offices to obtain additional information to assist the members
- Assist with any unresolved dental claims, calculate dental estimates, submit verbal appeals, send claim adjustments request to claim processors
- Help members with Pre-Enrollment to identify the dental plan best for their needs
- Serve as a dedicated CSA for State of Connecticut/Lockheed Martin members
Dental Assistant
Dynamic Dental Smiles
09.2004 - 12.2020
- Insurance verification, schedule appointments, order clinical supplies
- Tasked with overseeing the flow of the dental clinic
- Provided on the job training for new assistants
Education
B.S. - Business Studies
Christian Brothers University
Memphis, TN05-2018
Dental Assisting Certification - undefined
TN Technology Center
09-2004
Skills
- Excellent communicator, verbal and written
- Multi-tasker/self-starter
- Skilled in the use of Dentacom, Webster, Dentaque, Outlook, Oneview, Smartviewer, Salesforce
- Easily navigate different dental plans and understand how the benefits vary
- Performs well under pressure while maintaining professional
Timeline
Provider Relations Associate Analyst
THE CIGNA GROUP
08.2025 - Current
Customer Service Advocate
THE CIGNA GROUP
06.2022 - 08.2025
Dental Assistant
Dynamic Dental Smiles
09.2004 - 12.2020
Dental Assisting Certification - undefined
TN Technology Center
B.S. - Business Studies
Christian Brothers University