Professional with ability to handle changing objectives and provide key support to customers, coworkers, and management. Skilled at solving complex situations while ensuring excellent customer care in person, by phone, and through interaction with other departments.
Websites, Portfolios, Profiles
Knowledge of HMOs, Medicare and AHCCCS
Team player with positive attitude
Troubleshooting and problem solving
ZenefitsTempe, ArizonaSpecialist07/2015 to 02/2017
Trained a team of 21 people on medical, dental vision life and STD/LTD plans. Trained department on entry of those plans into software product.
Led an additional team of 8 in troubleshooting and correcting product errors as well as driving product change in areas we could improve. Created tickets to build out product validations and to track human errors.
Provided product troubleshooting and issue resolution to the Account management team.
Responsible for the Input of thousands of rows of data each quarter, including plan details (coinsurance, copay, deductible amounts), region maps, rates, and mapping exceptions.
Interacted with carriers to obtain correct plan information and rates to reflect any changes throughout the year to make sure that everything being offered to the client was up to date.
Reviewed and responded to daily system issues via JIRA in order to minimize customer impact.
Specialized in resolution of escalated member enrollment cases involving multiple lines of coverage.
Identified each discrepancy's root cause, provided detailed feedback to product and engineering teams so that any ongoing issues could be flagged and corrected.
Rectified the enrollment problems with the carriers so that coverage was obtained for the employee.
Specialized in identifying and correcting COBRA enrollment errors.
Maintained both employee and company communication throughout the process of correcting the enrollment discrepancies.
ConvergysPhoenix, AZCS Agent for Carrier ops Zenefits04/2015 to 07/2015
Ran reports and supplied data to fulfill customer report requirements.
Trained staff on insurance plans and implementation within the Zenefits software structure.
Was a resource for questions regarding product issues. Provided feedback to Zenefits manager regarding issues so that they could be looked at by Zenefits Engineering team.
Provided quality control of information entered by team as well as tracking of entry errors to management.
AmazonSeattle, WACustomer Service Agent09/2013 to 03/2014
Assisted customers with creating accounts, ordering, payment issues, shipping issues and website use, return policies.
Kindle technical support including hardware, software and digital content issues.
Fast paced environment requiring the ability to multitask through a variety of mediums to be able to assist the customers.
Contacts with carriers, and third party sellers to resolve delivery issues.
Interacted with other departments to make sure customers received specialized assistance when needed.
Created returns, issued replacements and refunds.
Banner Health SystemsMesa, AZPatient Financial Services Supervisor11/2007 to 07/2013
Served as a PFS resource and trainer regarding HIPAA, insurance, software and new processes.
Served on Banner software testing team.
Audited, identified and resolved patient account billing and insurance errors.
Reduced patient complaints by monitoring and adjusting staffing to keep wait times under 15 minutes.
Evaluated reports regarding staff productivity, department budget, as well as workforce needs to meet on-time goals and collection targets.
Mentored a team of 20 to meet their professional and corporate goals.
Participated in multiple teams tasked with identifying issues and creating innovative changes within the Banner system to streamline work flow and optimize income.
Responsible for patient registration, obtained benefits and authorizations, calculated amounts due and collected monies due.
Computer TechnologyRio Salado College, Tempe, AZ, USA
Information Technology and Office Technology coursework
Obtained COMPTIA A Certification
Computer TechnologyControl Data Institute, Southfield, MI, USAEarned certificate in Computer Technology. Successfully completed 1500 hour course covering basic electronics, central processing units (Hardware and software), and peripherals. Gained hands on experience testing, operating, programming, maintaining computers.