Kayla Taylor

* Manage end-to-end provider credentialing and recredentialing processes while maintaining accuracy and compliance. * Review and verified provider licenses, certifications, education, work history, and malpractice coverage. * Prepare and submitt credentialing and privileging packets for hospitals, military treatment facilities, and healthcare organizations. * Maintain compliance with NCQA, Joint Commission, CMS, and state regulatory requirements. * Coordinate directly with providers, recruiters, and internal departments to obtain required documentation and resolve credentialing issues. * Track application progress and ensured all deadlines were met to prevent delays in provider onboarding. * Conduct primary source verification of licenses, certifications, DEA registrations, and board certifications. * Maintain confidential provider records and ensured accurate data entry into credentialing databases. * Identifiy missing documentation and proactively followed up to keep credentialing packages moving efficiently. * Build positive relationships with providers by delivering professional, responsive, and compassionate customer service throughout the credentialing process. * Demonstrate exceptional organizational skills by managing multiple provider files simultaneously while maintaining attention to detail. * Collaborate with cross-functional teams to streamline onboarding and improve credentialing turnaround times

* Led and motivated a team of customer service representatives in a fast-paced call center environment. * Coached, mentored, and developed agents to improve performance, customer satisfaction, and quality scores. * Monitored live and recorded calls to ensure compliance with company policies, procedures, and service standards. * Managed daily call center operations, including staffing, scheduling, and real-time performance monitoring. * Tracked and analyzed key performance indicators (KPIs), including average handle time, first-call resolution, adherence, and customer satisfaction. * Conducted one-on-one coaching sessions, performance reviews, and corrective action meetings to support employee growth. * Resolved escalated customer concerns with professionalism, empathy, and effective problem-solving. * Maintained service level agreements (SLAs) by balancing staffing needs and call volume. * Trained new hires on systems, policies, and customer service best practices. * Collaborated with leadership to implement process improvements that increased efficiency and enhanced the customer experience. * Fostered a positive, supportive team culture that encouraged accountability, engagement, and continuous improvement. * Recognized and rewarded high-performing employees while providing constructive feedback to improve team performance