Trendolyn Torrence

Results-driven operations leader with extensive experience in healthcare operations, grievance and appeals management, regulatory compliance, claims administration, and team leadership. Proven ability to lead high-performing teams, improve operational efficiency, ensure quality standards, and resolve complex member and provider issues. Strong background in coaching employees, process improvement, training, and cross-functional collaboration within healthcare and insurance organizations.

Supervisor, Operations - Centene Corporation - Little Rock, AR

(2024-11)

• Lead a team responsible for member and provider issue resolution, including grievances, appeals, regulatory complaints, and escalations.
• Ensure compliance with federal, state, and organizational requirements while maintaining quality and productivity standards.
• Provide daily coaching, guidance, and performance oversight to team members.
• Monitor operational metrics and implement process improvements to enhance efficiency and service quality.
• Partner with leadership and cross-functional departments to resolve complex issues and support organizational goals.
• Serve as an escalation point for high-priority member and provider concerns.
• Support employee development through training, mentoring, and performance management.

Lead Member Relationship Liaison - Centene Corporation - Little Rock, AR

(2017-11 - 2024-11)

• Served as subject matter expert for Issue Resolution processes and workflows.
• Researched and processed member and provider grievances in compliance with federal, state, and organizational regulations.
• Reviewed cases for potential quality and access concerns.
• Provided guidance and support to team members regarding complaint resolution.
• Assisted with onboarding and training of new employees.
• Supported leadership with operational priorities and case management activities.

Lead Claims Examiner - Transamerica - Little Rock, AR

(2008-10 - 2017-11)

• Investigated complex and potentially fraudulent claims.
• Reviewed and approved claim payments and denials.
• Evaluated departmental reports and performance metrics.
• Trained new claims employees and supported departmental development initiatives.
• Participated in special projects and process improvement efforts.
• Coordinated departmental meetings and maintained reporting requirements.

Provider Rapid Resolution Expert - UnitedHealthcare - Little Rock, AR

(2008-01 - 2008-10)

• Provided customer service support to providers and members.
• Researched claims and policy inquiries.
• Prepared and maintained documentation related to provider and policy requests.
• Assisted with issue resolution and record management activities.

Bachelor of Science - Criminal Justice - Southern Arkansas University (2004-12)