Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Professional Summary
Service-focused customer service rep bringing unparalleled skills for those in need in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in Microsoft with 10+ years of expertise in related roles. Multi-talented Customer service rep consistently rewarded for success in planning and operational improvements. Experience in policy development and staff management procedures positively impacting overall morale and productivity.
Skills
Patient Confidentiality/HIPAA Program Management
SSI and SSDI Requirements
Communication Skills Verbal ad Written
MS Word, Excel, Outlook 2007
Organizational skills
Program Development
Program Management
Quality Assurance
Supervision
Developing programs
Documentation expertise
Quality assurance controls
Customer Service
Word Processing
Critical Thinking
Research
Listening
Troubleshooting
Problem Solving
Work History
08/2009 to 04/2020Evhi AnalystCity Of Chattanooga | Chattanooga, TN,
Worked in call center environment , originally taking 85+ calls assisting individuals with completing applications for the Badgercare (family Medicaid)and then promoted to working with employers to assist in completing applications for the employees requesting medicaid benefits for families. successfully provided the reported the information provided in a timely manner providing call center calls from employers to provide insurance information about insurance offered by their individual companies. for this position took approx 30 calls per .
Provided excellent service and attention to customers through phone conversations
Handled all delegated tasks, including reporting all information in a timely manner a d sending information to the state case workers
Worked closely with team members to deliver project requirements, develop solutions and meet deadlines
Collaborated in development of computer related procedures with the dept of health
Earned reputation for good attendance and hard work
Answered 30 to 85 calls per day to answer customer questions and assist with applications
Worked with Individual customers to understand needs and provide insurance
03/2000 to 11/2008Family Service AdvocateCovenant Healthcare | University Center, MI,
Managed parent support groups addressing topics such as positive discipline and parenting styles
Worked with community resources to engage youth in pro-social activities and help families access services
Conferred with clients to discuss options and goals for various services
Met with clients to determine necessary services and make treatment recommendations
06/1994 to 07/1999Case Management SpecialistNortheast Florida AIDS Network | City, STATE,
Educated patients and loved ones about different treatment options and outside care approaches, reducing burden on hospital resources
Manages caseload of 45 + individuals
Responded to emergency situations with speed, expertise and level-headed approaches to provide optimal care, support and life-saving interventions
Managed and provided leadership to help staff with direct and indirect patient care and telemetry monitoring
Counseled caregivers and families on end-of-life planning and educated on patient care options
Oversaw implementation of treatment programs, collaborating with management to implement smooth operation of all aspects of program and responding to any operational setbacks
07/1994 to 08/1999Case Manager/CounselorRiver Region Human Services | City, STATE,
Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations and procedural costs
Education
Expected in 08/1982Bachelor of Arts | PsychologyUniversity of Wisconsin - Madison, Madison, WIGPA:
Expected in Completion of Nat'l Medical Training Certification Program | , Madison, WIGPA:
Additional Information
Program Development:
· 20 plus years experience in case management and therapeutic services.
· Development of multiple outpatient and day treatment programs, dealing with
issues of mental health, HIV/AIDS and substance abuse, resulting in individuals'
success upon completion of programs.
· Productive Case Management training for new employees.
· Training Seminars for coworkers and people from other agencies.
· Positive team member.
· Processing and determining eligibility for individuals requesting state and federal
benefits for the State of Wisconsin, such as Foodshare, Badgercare Core Plan
for childless adults, Badgecare Plus for families, and Medicaid.
Communication
· Direct, concise and goal-oriented communication, both written and verbal, for the
benefit of the individuals served, and service providers.
· Efficient organizational skills, including ability to mutli-task and maintain easily
accessible information for all.
· Highly motivated and confident in ability to learn new skills and techniques.
Case management
· Operational case management and group facilitation supervision.
· Provided Quality Assurance reviews quarterly to ensure HIPAA, federal and state
guidelines are appropriately met.
· Basic duties, such as assessments, intake, psychosocial assessments, treatment
planning, service planning, group and individual counseling, and aftercare
planning.
· Experience in residential treatment, day treatment, outpatient and in-home
services.
· Experience in processing applications, renewals and change reports for benefits
with State of Wisconsin, by phone and on-line, in a call center setting.
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School Attended
University of Wisconsin - Madison
Job Titles Held:
Evhi Analyst
Family Service Advocate
Case Management Specialist
Case Manager/Counselor
Degrees
Bachelor of Arts
Completion of Nat'l Medical Training Certification Program