A position offering immediate challenge, major accountability, and career advancement opportunity. Obtain a customer service management position where I can effectively utilize my expertise in customer relations and staff leadership.
Skilled in call center operations
Customer interface expertise
Multi-line phone operation proficiency
Call center metrics decoding aptitude
Committed to maintaining data integrity
Strong problem solving aptitude
Strong client relations
Customer service RepUnited Healthcare - Maryland Heights, MO02/2016 - Current
A highly motivated, results-focused Senior Medicare Analyst with over ten years of experience in the Health Plan industry.
Possess strong leadership and successful team building capabilities and excellent technical, communication, presentation, and customer service skills.
Problem solving - Resolves in-depth queries in a methodical manner independently and with internal and external business partners to find appropriate resolutions, inefficiencies and high level of quality.
Subject matter expert regarding Medicare regulations and operational procedures.
Primary liaison to client health plans, the internal development and compliance teams.
Served as interdepartmental liaison for all Medicare Enrollment/Eligibility questions.
Defused volatile customer situations calmly and courteously.
Accurately documented, researched and resolved customer service issues.
Mastery of customer service management systems and databases.
Identified chronic customer issues by creating and maintaining customer complaint log.
Answering questions of retail pharmacies, providers and pharmacy customers regarding authorizations, overrides, quoting benefit plans, with excellent phone etiquette and customer service skills.
Enrolling members for mail order prescriptions.
Working as a team to educate members on the best use of prescription benefits.
Making sure to abide to HIPPA and to protect the Individual Health Information for the client.
Sales representative for fortune five hundred company as well as customer service.
Inbound/outbound/transfers answering questions about services and procedures while maintaining professional standards.
Assisting members with the best possible arrangement for their medications.
Self Pay Collections RepConifer Health Solutions - St. Ann, MO01/2014 - 01/2015
Provided quality customer service while performing collection of assigned outstanding and aged account balances.
Maintained exceptional service and integrity with customers and client accounts through accurate, timely, relevant, and quality work efforts of all inventory assigned to the self-pay billing revenue cycle and call center.
Gathered insurance information and forwarded it to the appropriate department.
Drove inquiries from customers and clients towards resolution which included the identification of the appropriate source of payment or assistance program.
Documented all collection activity; maintained and organized unit and responded to all correspondence, communication and/or verbal inquiries from all relevant parties.
Adhered to all policies and procedures, as well as local, state and federal regulations, relevant to their area of operation.
Informed management of operational issues impeding performance or customer satisfaction including but not limited to those impacting the customer, client, or the company.
Home Health AideActive Angels in Home Health Care - Louis, MO01/2008 - 07/2015
Provided basic medical care to patients.
Enhance client satisfaction level by 60% through delivery of compassionate care and vigilant monitoring.
Revive basic physical activity in many depressed clients by providing high quality companionship and exercise assistance.
Maintain medical records, thorough and accurate in completion of reports and patient documentation.
Broad knowledge of medical care techniques in various settings.
Assisted patients with meal planning and preparation.
Ensured that daily meals were prepared in accordance with patient dietary restrictions.
Document services provided in an accurate and timely manner in accordance with Company policy and personal care plan.
Communicated with patient family members on a regular basis.
Ability to work well independently.
Assisted patients with daily activities including light housekeeping.
Dependable - can work without supervision.
Quickly learns procedures and methods.
Skilled at organizing complex projects, defining project priorities, and delegating tasks.
Employee of the month over five times within one year.
High School Diploma: Continental Academy - Miramar, FL2010