Cynthia Burrell
Lynn
Summary
Dynamic professional eager to leverage a diverse skill set to drive organizational success and growth. Committed to continuous learning and development, with a focus on enhancing productivity and elevating brand presence through innovative strategies. Adaptable to new challenges and delivering outcomes. Dedicated to fostering collaborative environments that inspire sustainable achievements and empower teams to excel.
Overview
18
18
years of professional experience
Work History
Care Manager Extender
Blue Cross Blue Shield of Massachusetts
Hingham, MA
01.2017 - Current
- Communicates with healthcare providers to facilitate continuity of care.
- Contribute to the team effort to meet or exceed service production and quality goals.
- Provide comprehensive education on available programs and services to empower clients in their care choices.
- Engage with members via phone to provide comprehensive support for their medical needs and personal health goals.
- Assist in building cases within MHK and completing initial assessments as required. Conducted research on individual members utilizing MHK BlueView, ImpacPro, and other software tools.
- Conduct concierge level research on behalf of members, and my colleagues functioning within BCBSMA and Associate guidelines.
- Assist team with administrative tasks to facilitate operations, including updating team calendar and organizing team huddles.
- Assist Team Leader and Nurses to develop, maintain and update program resources, i.e., member education materials and correspondence.
- Implement strategies to coordinate research activities and inquiries, creating a structured resource database in SharePoint for team utilization.
- Contribute to the team effort to meet or exceed service production and quality goals.
- Develop strong rapport with members through listening and compassionate communication techniques.
- Participate in team meetings and trainings to stay updated on best practices and new developments in care management.
- Engage in interdisciplinary case conferences, driving collaboration and fostering a cohesive team environment.
Member Services Representative
Blue Cross Blue Shield of Massachusetts
Quincy, MA
12.2015 - 12.2017
- Communicate and provide high-level service with internal and external sources via incoming telephone calls.
- Utilize BCBSMA systems such as BSC, RTMS and NASCO to inquire and notate details regarding member account.
- Exercise strong interpersonal communication skills with customers and department personnel.
- Flexibility to change with the needs of the business.
- Handle calls regarding pharmacy options, and save accounts.
- Advise members in insurance account while providing accurate information.
- Mentor colleagues while they are in training.
- Complete 2-day communication skills course.
- Contribute to my team effort to meet and exceed goals.
- Team Lead for 2016 Service Day event.
Teller Operation Specialist
Bank of America
West Roxbury, MA
06.2011 - 07.2015
- Responsible for monitoring the facility to ensure that it is a safe, secure, and welcoming environment for our customers.
- Analyze incoming memos, submissions, and reports to determine their significance and plan their distribution.
- Prepare and review operational reports and schedules to ensure accuracy and efficiency.
- Set goals and deadline for my department.
- Acquire, distribute, and store supplies.
- Ensure satisfactory audit scores.
- Assist tellers accurately handle customer transactions.
- Apply decision making skills to effectively uncover and resolve complex customer and employee issues.
- Manage critical operational metrics to minimize risk and loss.
- Ensure each teller is trained to follow all bank procedures and protocol.
Bank Teller
Bank of America
01.2008 - 06.2011
- Delivered excellent customer service to a variety of customers to ensure their satisfaction and continued business.
- Maintained customer confidence and protected bank operations by upholding confidentiality processes.
- Assured accuracy while facilitating deposit and withdrawal of funds for customers.
- Ensure satisfactory audit scores.
- Managed foreign currency for pickup and deposits.
Education
Bachelor of Science - Human Services
University of Massachusetts Boston
Boston, MA01-2022
Sociology
Bunker Hill Community College
Charlestown, MA01-2018
Skills
- Proficient in Microsoft Office Suite
- Strong communication skills
- Schedule management
- Clinical documentation
- Case assessments
- Call and referral management
- Multitasking and organization
- Member education
- Active listening
- Critical thinking
- Data entry
- Call center experience
Timeline
Care Manager Extender
Blue Cross Blue Shield of Massachusetts
01.2017 - Current
Member Services Representative
Blue Cross Blue Shield of Massachusetts
12.2015 - 12.2017
Teller Operation Specialist
Bank of America
06.2011 - 07.2015
Bank Teller
Bank of America
01.2008 - 06.2011
Sociology
Bunker Hill Community College
Bachelor of Science - Human Services
University of Massachusetts Boston