Kayla O'Connell
Taunton
Summary
Dedicated administrative professional with extensive expertise in communication and team building, complemented by a strong foundation in medical terminology and scheduling. Proven ability to streamline operations and enhance productivity through effective collaboration and organization. Bringing 10 years of relevant experience to contribute positively to the team, ensuring seamless administrative support and fostering a productive work environment. Committed to leveraging skills to drive efficiency and support organizational goals.
Overview
5
5
years of professional experience
Work History
Medicare Member Advocate
Blue Cross Blue Shield of MA
06.2023 - Current
- Provide comprehensive information about benefits, services, and policies.
- Educate members on how to utilize their benefits effectively, including accessing specialists, scheduling appointments, and understanding billing/claims processes.
- Research and resolve complex member issues, including claims, billing disputes, or service interruptions.
- Intervene with internal teams or external providers (e.g., doctor's offices, insurance companies) to facilitate member needs.
- Advocate for members' interests in policy development and decision-making processes within the organization.
- Follow up with members and other stakeholders to ensure timely and satisfactory resolution of issues.
- Build and maintain strong relationships with members, fostering trust and ensuring a high level of satisfaction.
- Maintain accurate and detailed records of all member interactions and resolutions.
- Document product or service issues and collaborate with relevant departments for solutions.
- Ensure clear and timely communication between members and all involved parties (e.g., providers, specialists).
General Manager
MasssageLuxe
05.2021 - 04.2022
- Managed budget implementations, employee evaluations, and contract details.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Developed and implemented strategies to increase sales and profitability.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Education
Master’s - Corporate Communication
Lasell University
Newton, MA11.2025
MBA - Business Administration
University of Massachusetts
Dartmouth, MA01.2025
Bachelor’s - Political Science
Florida International University
Miami, FL12.2021
Skills
- Communication
- Adaptable
- Willing to learn
- Active listening
- Attention to detail
- Critical thinking
- Time management
- Research
- Collaboration
- Team leadership
- Verbal and written communication
- Team collaboration
- Friendly and outgoing
Timeline
Medicare Member Advocate
Blue Cross Blue Shield of MA
06.2023 - Current
General Manager
MasssageLuxe
05.2021 - 04.2022
MBA - Business Administration
University of Massachusetts
Bachelor’s - Political Science
Florida International University
Master’s - Corporate Communication
Lasell University