Customer Service Medical

Ayona R. Bynum

*** ********* ******, ***. ** Brooklyn, NY 11213 347-***-****

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

Career OBJECTIVE:

To secure a position with a well-established organization involving

customer service management where my skills and experience can be utilized

to improve customer satisfaction. My five years active experience using

communication skills in a customer contact center can contribute towards

the overall success of an organization and lead to opportunities for career

growth.

SUMMARY OF QUALIFICATIONS:

Offers over four years progressive experience in the healthcare insurance

industry servicing clients and providers in a high volume customer contact

center. Proficient as a Customer Care Specialist. Familiar with medical

terminology. Experienced with Avaya, Interactive Voice Response, Automatic

Call Distribution, Universal Customer Service Worldwide, Microsoft Word,

Access, Excel, and Outlook software programs. Able to type 35 WPM.

Possesses excellent investigative research, problem resolution /analytical

skills, organizational, communication and interpersonal skills.

CAREER PROGRESSION:

Department of Education Impartial Hearing Office

Brooklyn, NY

CLERICAL AIDE (Intern) 03/13

- 04/13

* Organized active files using a numerical and alphabetical system

* Labeled files correctly for easy information retrieval

* Delivered files to appropriate staff members when requested

* Identified and archived inactive files

* Filed letters, forms, and reports

Alternative Professional Solutions

07/11 - 07/12

Horizon Blue Cross Blue Shield of New Jersey

Newark, NJ

MEDICARE SECONDARY COVERAGE INSURANCE VERIFIER

* Investigated and verified insurance coverage periods of medical

benefits

* Documented investigation results into client management tools UCSW and

MSP software using HIPAA privacy rules as guidelines

* Researched primary and beneficiary policyholder confidential

information utilizing various computer software systems

* Ascertained and initiated contact with insurance carriers for

insurance policy status inquiries

* Sorted incoming mail, processed envelopes and packages for

distribution

* Attended staff meetings on updated insurance procedures

Aegis Communications Group

New York, NY

LICENSED CUSTOMER SERVICE SPECIALIST

10/05 - 04/10

* Investigated and resolved customer and provider inquiries concerning

benefits, claims or billing issues

* Verified provider network status

* Reviewed health insurance policy to explain health plan benefits to

participants and providers

* Processed order fulfillment for product information requests

* Provided customer care for benefits, access to care and status in a

high volume customer contact center

* Maintained participant demographics in compliance with The Health

Insurance Portability and Accountability Act (HIPAA)

* Documented customer interactions and transactions, recording details

of inquiries and complaints using database management software

* Navigated various software systems during investigation and resolution

of the more complicated inquiries

Vector Surveillance and Control (DOHMH)

New York, NY

CLERICAL AIDE

08/04 - 10/05

* Responded to requests, delivered interdepartmental contracts, work

orders, and memos

* Communicated with customers, employees, and other individuals to

explain information

* Compiled, copied, sorted, and filed records of office activities and

business transactions

RGIS Inventory Specialists

Brooklyn, NY

AUDITOR (Per Diem)

01/04 - 12/04

* Calculated and recorded merchandise quantities and monetary values

* Entered financial information into computerized database software

Bide A Wee Home Association

New York, NY

VETERINARY TECHNICIAN

01/01 - 07/03

* Obtained medical information for registration and compiled patient

medical records to reflect diagnosis and treatments

* Interviewed clients to determine symptoms and other relevant

information useful to veterinarian

* Administered proper dosage of medications under veterinarian's

supervision

* Educated clients on home care instruction for patients following

medical procedures

Lexington Veterinary Group

New York, NY

VETERINARY TECHNICIAN

01/00 - 12/00

* Registered patient health information into medical database management

software

* Prepared small animals for examinations, treatments, or therapy

* Assisted veterinarian with administering variety of diagnostic and

phlebotomy services

Veterinary Care Unlimited

Ozone Park, NY

RECEPTIONIST

01/99 - 04/00

* Organized, compiled and reviewed medical records for completion,

including updating medical charts with current laboratory results

* Updated patient demographics, medical history, diagnostic results and

treatment plan into medical database

* Coordinated the scheduling of appointments, surgeries, and diagnostic

testing

EDUCATION:

Kaplan Health Insurance Prelicensing Course

New York, NY

Completed Health Insurance License Certification

11/05

Wildcat Service Corporation

New York, NY

Awarded Data Entry Enhancement Certificate

08/04

Mercy College

Dobbs Ferry, NY

Completed 109 credits towards degree

01/91 - 04/95

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