Customer Service Manager

ANN CHRISTY HOFFMAN

***** ********* **.

Sandy, Utah 84092

cell: 480-***-**** *********@*******.***

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PROFESSIONAL PROFILE

Bachelor of Science in Nursing. RN License in Good Standing. Extensive Nursing and Customer Service Experience. Telemetry and Medical-Surgical Nursing. Disease Manager. Utilization Review Coordinator. Health Care Coach. Health Educator. Pediatric Triage. Drug Research Nurse. Computer and Office Skills. Microsoft, Outlook, Excel, Word, Internet, ICD-9, CPT coding. Insurance Processes. Strong organizational, written, and verbal communication skills. Fluent Spanish Speaking.

PROFESSIONAL EXPERIENCE

Health Coach, Aetna, Sandy, Utah Sept. 16, 2010 - Oct. 8, 2010. Provide health support and education to members at risk for chronic high dollar health conditions to enhance cost containment for Aetna Insurance.

Health Coach, Healthways, Phoenix, Arizona. June 2007 - Sept. 2008. Provided health enhancement education as a health care coach for Cigna members with multiple chronic diseases, DM, CAD, CHF, chronic back pain, and asthma as part of health plan services.

Disease Manager, CorSolutions/Matria/Alere, Scottsdale, Arizona. May 1999 - Feb. 2007. Educated and managed a caseload of Humana and Medica members with chronic health conditions including DM, CAD, CHF, musculoskeletal pain, asthma, and cancer.

Pediatric Staff Nurse, South Mountain Pediatrics, Phoenix, Arizona. Feb. 1999 - May 1999. Provided patient triage and support for pediatric patients with acute and chronic medical conditions in clinical setting.

Drug Research, Pegus Research, Salt Lake City, Utah. Dec. 1997 - March 1998. Managed components of drug studies including participants compliance to medication regimen, side effects, and effectiveness of medications.

Utilization Review Coordinator, First Health/Coventry Healthcare , West Valley City, Utah. Dec. 1996 - Sept. 1997. Reviewed and certified length of inpatient stays for Hewlett Packard employees based on employer health plan criteria, using nursing judgment and cost effectiveness guidelines.

Pediatric Clinic Nurse, Intermountain Healthcare, Salt Lake City, Utah. Aug. 1993 - Dec. 1996. Worked directly under pediatrician in providing patient triage, and assisting w/ minor surgeries and medical treatments for a pediatric population w/ acute and chronic illnesses in a clinical setting.

Telemetry/Medical-Surgical Staff Nurse, University of Utah Hospital, Salt Lake City, Utah. Feb. 1992 - Dec. 1992. Performed patient assessments, administered medications, and carried out physician orders utilizing nursing judgment and appropriate nursing care plan.

EDUCATION

Bachelor of Science, Nursing, Brigham Young University, Provo, Utah, 1991.

Computer and Office Skills Certification, Salt Lake Community College, Salt Lake City, Utah, 1993.

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