Quality Assurance Customer Service

**** *******'s Pond Ln

Tallahassee Florida *****

*****.**********@*****.***

850-***-**** cell

Erica Williams

Strong Work Ethic/Dedicated Worker/ Dependable

Professional Experience

****-****ent Molina HealthCare/ Florida Drug Rebate Program

Data Analyst

Travel to Florida AHCA site to retrieve Drug Labelers Payment.

Data Enter Drug Labelers Payment.

Generate Check Vouchers.

Update Drug Rates and Drug Program Codes.

Consult with Drug Labelers regarding dispute Payments.

Prep and Mail Late Payment Letters to Drug Labelers.

Reconcile Payments.

Disburse Payments in Workflow/Scanning to Senior Analyst.

2008-2012 Fringe Benefits Management Company

Benefit Enroller/Benefit Trainer

Trained Employees on Open Enrollment Updates

Cobra Benefits for several states including Los Angeles Unified School

District and West Virginia.

Flex Spending Account (Medical FSA, Dependent Care, HRA)

Miami Dade County retiree benefits Hospital Claims/HIP.

Change in Status for medical benefits.

Handle and resolve escalations for irate callers.

Call back specialist regarding resolved medical benefit accounts.

2008 Spherion Staffing

Supervisor- Convergys

Trained Employees on Open Enrollment Updates

Provided benefit enrollment assistance to State of Florida Employees during

Open Enrollment period.

Submit ADP payroll for Temp Staff.

Interact with management daily to establish productivity measures for Temp

Staff.

2007-2008 Accenture

Online Purchasing Agent/ Vendor Fee Processor/ Vendor registration

MyFloridaMarket Place)

Created Requisitions/Reconciled Requisitions/Invoiced Requisitions.

Collected 1% vendor fee and posted funds to vendor account.

Assisted with Vendor Registration (MyFloridaMarket Place) website.

2006-2007 ACS

Quality Assurance Specialist

Analyzed and audited financial data and weekly and or monthly reports.

Provide analyst and recommendations on service delivery improvements,

enhancements to productivity, operational methods and best practices.

Interacted with all levels of managements as needed to communicate plans

and establish or affirm priorities.

Audited Call Center Department and Enrollment application Department

Created and Reset password.

2005-2006 ACS

Field Representative Coordinator

Cold Calls to Medicaid providers assisting with resolution of denied

Medicaid bills.

Assist providers with over the phone electronic billing using WinAsap03

software.

Coordinated onsite provider visit presentations for provider enrollment and

Medicaid claims billing training.

Compiled and fax receipts of paid and denied claims to provider's office,

hospitals and therapist offices upon request.

Provided call back to providers upon request within 24hrs.

1999-2005 ACS

Florida KidCare Customer Service Trainer

Maintained the FloridaKidCare training material.

Provided new hire training for associates with Child health insurance

programs.

Perform quality assurance audits for the Florida KidCare program.

Assisted participants with SCHIP eligibility credentials.

Processed Florida KidCare applications, renewals, and Medicaid Closures;

working supporting documentation; and determined eligibility.

Assist with developing employee incentives for the FloridaKidCare and

Medicaid Options contract.

Ensured all contract requirements and performance standards were met.

Education

Associate of Arts (A.A): General Studies, 2003

Tallahassee Community College

Business Administration Undergraduate Studies

Business Program

Florida Agricultural and Mechanical University

Tallahassee, Florida

Computer Skills/Software Databases

Proficient in the use of: SAP, Oracle, Word, Excel, Outlook, Office

Instant Messages MyFloridaMarket Place, E-pro Sourcing, Vendor Bid Systems,

RFP's, Commodities, SPURS view, Florida Medicaid portal, WinAsap03 billing

software, Department of Labor portal, Webcobra, New York Flex spending,

MyFbmc.com.

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