Frances Elmore

**** * **** *******

Merriam, KS, 66203

Contact Phone 540-***-****

Objective

To secure a position with a company that will allow me to utilize my customer service background.

Abilities

* Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

* Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

* Check to ensure that appropriate changes were made to resolve customers' problems.

* Determine charges for services requested, collect deposits or payments, or arrange for billing.

* Refer unresolved customer grievances to designated departments for further investigation.

* Review insurance policy terms to determine whether a particular loss is covered by insurance.

* Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

* Resolve customer’s service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

Frances Elmore page 2

Employment History

08/2015- Present, Aerotek, Kansas City, MO

Complex Authorization Specialist - Reviews and enters complex authorizations and referrals from VA and providers. Ability to effectively communicate medical information, test results, diagnoses and or proposed treatment in a manner easily understood by the patient. Providing accurate data entry and completion of authorization data from customer information, medical records and referral/ authorization forms.

06/2014 - 06/2015, OptumRX, Overland Park, KS

Pharmacy Help desk / Mail Service - Review database of member pharmacy orders and enter appropriate member-related data. Respond to pharmacy order questions as necessary. Resolve questions and issues. Handles non-clinical matters with customers and resolve communication issues.

08/2013- 01/2014 USBANK OVERLAND PARK, KS

FRAUD RISK ANALYST- Responding to telephone inquiries assist customers with reports of lost or stolen credit/debit cards, and processing card blocking and closure requests.

09/2010-12/2011 UNITED HEALTHCARE ROANOKE, VA

HELP DESK- Provided plan information, assisted with ordering training and marketing materials. Updated insurance producers with application and commission statuses

03/2010- 09/2010 BRIGHT SERVICES ROANOKE, VA

ADMINISTRATIVE ASSISTANT- Provided support to upper management while answering phone calls and taking messages for an entire office.

01/2007-09/2009 WACHOVIA BANK ROANOKE, VA

PHONE BANKER 2- Ensured retention and exercising excellent customer service in all client interactions. Identifying and offering better account opportunities based on the customer’s needs.

09/200*-**-**** SUPERTARGET RALEIGH, NC

GUEST SERVICE REPRESENTATIVE- Provided quick and friendly checkout assistance, answered great questions and maintained a clean, terrific looking store.

Education History

Completion Date

Issuing Institution

Qualification

Course of Study

06/1999

Mary E. Phillips High School

High School Diploma

General High School Curriculum

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