Customer Service Manager

ROBERT KOZA

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

Lowell, MA *****

(Cellular) 978-***-****

(Home) 978-***-****

(Email) *******@*****.***

Posting ID: J37032 Functional Title: Training and Exercise Coordinator

Summary of Experienced Trainer with extensive hands-on experience in various training formats. Client Services

Qualifications background. Adaptable and willing to take on new challenges in fields other than training.

Education/ NorthEastern University, BS Liberal Arts w/Business Minor. Summa Cum Laude 3.80 GPA

Certificates Suffolk University Management Program – Private Healthcare Systems

12/11 – Present DIGITAL FEDERAL CREDIT UNION Marlborough, MA

Digital Federal Credit Union, located in Marlborough, MA, is a full-service, not for profit financial

institution cooperatively owned by and operated for its members. Since being chartered in October

1979, DCU has been chosen as the credit union for employees and members of more than 800

companies and organizations along with their families. With assets in excess of $3.65 billion, DCU

is the largest credit union in New England and among the top 26 nationwide, serving over 330,000

members in all 50 states.

Operations Team Member-ATM2 Marlborough, MA

• Provide members with a high level of support services in a friendly, efficient, and timely

manner.

• Support the handling of DCU ATM services offered to our members.

• Assist the Operations Department team in achieving service goals.

• ATM installations/de-installations, balancing, cash ordering, in service monitoring, large

deposit notification, shared branching/ exception/ return deposited items, G/L research, call sheet

research, ATM disputes/ fraud and card ordering.

• Respond to Hunt Group Email and Service requests within service level requirements.

• Perform all job-related duties and participate in various team projects as assigned by the

Operations Department Manager or Team Leader.

INFORMATION CENTER SPECIALIST

• Understand and explain all DCU products and services,

• Identify members’ needs, and cross-sell appropriate products

• Provide members with quality service and accurately process routine transactions

• Excellent communication and telephone skills

• Resolve customer inquiries in a fast paced environment

11/07 – 5/2010 MULTIPLAN, INC. Waltham, MA

MultiPlan, inc, Founded in 1980, MultiPlan is the nation's oldest and largest supplier of

independent, network-based cost management solutions. With more than half a million healthcare

providers under contract, an estimated 40 million consumers accessing our network products, and

some 70 million claims processed through our networks each year, we're the right choice for

healthcare payers and providers, who today face unprecedented cost and competitive pressures.

TRAINER, OPERATIONS

• Train all new and existing team members within assigned Operational Areas

• Perform additional training based on Management input and/or individual requests

• Responsible for utilizing various visual and audio medias to ensure delivery of materials

adapts to various audiences

• Responsible for providing consistent feedback to Training Manager and Business Process

Owner regarding trainee performance at class conclusion.

• Offer recommendations where appropriate

• Responsible for the development and maintenance of training materials, job aids and

workflows.

• Act as liaison between Corporate Learning Services and assigned operational areas and

provide subject matter expertise as needed.

• Effectively convey information through strong verbal and written communication skills

• Strong working knowledge of operational systems and work flows

7/2007 – 11/2007 HYALURON, INC. Burlington, MA

Hyaluron Contract Manufacturing (HCM) was founded in 1999 in order to provide aseptic

manufacturing and filling services to the pharmaceutical, biotech and medical device industries.

Recently Hyaluron pioneered new technology in online vacuum filling and stoppering. HCM

continues to expand and be a leader in the aseptic contract manufacturing industry.

CLIENT PROJECT COORDINATOR

• Communicate regularly with vendors, clients, and fellow employees.

• Create schedules and outlines of client projects.

• Schedule and plan upcoming projects based on individual client needs.

• Serve as liaison to on-site client and visitors.

• Participate in meetings with potential and current clients.

• Coordinate with internal departments to fulfill client needs.

• Function as client advocate regarding documentation, auditing, quality testing, etc.

4/2001 –7/2007 MULTIPLAN, INC. Waltham, MA

MultiPlan, inc, Founded in 1980, MultiPlan is the nation's oldest and largest supplier of

independent, network-based cost management solutions. With more than half a million healthcare

providers under contract, an estimated 40 million consumers accessing our network products, and

some 70 million claims processed through our networks each year, we're the right choice for

healthcare payers and providers, who today face unprecedented cost and competitive pressures.

ACCOUNT SERVICE REPRESENTATIVE, CLIENT SERVICES

• Operationally assist assigned Multiplan/PHCS Clients

• Ensure Customer operational requirements are met

• Research, resolve, document and communicate to customer all pertinent issues

• Resolve customer claim and provider Issues

• Resolve service issues by coordinating with appropriate departments within PHCS

• Maintain relationships with customer key operational contacts

• Coordinate delivering required customer reporting

• Document and track issues for both reporting and management purposes

• Function as a Primary contact for assigned Multiplan/PHCS Clients

• Function as Client Services Representative for assigned Project teams

• Participate in meetings and conference calls as requested by Client or Account Manager

8/2000-3/2001 IRON MOUNTAIN Boston, MA

Iron Mountain is the world leader in information management services, assisting more than 140,000

organizations in 39 countries on five continents with storing, protecting and managing their

information.

BENEFITS SERVICE REPRESENTATIVE, HUMAN RESOURCES

• Received incoming calls on Benefits Hotline regarding benefit questions and problems

• Processed Benefits enrollment for new employees

• Processed Life event changes for all employees

• Processed address change requests

• Entered all employees enrolled in benefits into Dirconn (Direct Connect) system database

• Resolved benefit issues for all employees

• Entered payroll deductions for all completed enrollments into either ADP or Ceridian

• Processed COBRA mailing and enrollments

• Received and processed payment for COBRA premiums

10/1998-8/2000 PRIVATE HEALTHCARE SYSTEMS-Acquired by MultiPlan in 2006 Waltham,

MA

Private HealthCare Systems, was the nation's oldest and largest supplier of independent, network-

based cost management solutions. With more than half a million healthcare providers under

contract, an estimated 40 million consumers accessing our network products, and some 70 million

claims processed through our networks each year, we're the right choice for healthcare payers and

providers, who today face unprecedented cost and competitive pressures.

PROVIDER RELATIONS SPECIALIST

• Received incoming calls from providers, patients and insurance companies

• Processed provider and patient request for applications to join PHCS networks

• Helped facilitate data change requests for providers such as address or tax ID changes

• Resolved Fee schedule disputes between doctor’s offices and insurance companies

• Resolved claim and network status issues for providers, and insurance companies

• Resolved balance-billing issues for patients and insurance companies

• Re-educated providers of contractual obligations with PHCS

• Documented complaints against PHCS providers

CUSTOMER SERVICE REPRESENTATIVE

• Received incoming calls from patients, hospitals, doctors, and insurance companies

• Entered precertifications into facets database for five insurance companies

• Helped clients Verify if doctor’s and facilities are in their network

• Placed calls out to hospitals and doctor’s offices to verify admission and discharge dates

• Placed calls requesting callbacks for nurses clinical review

• Mentored new hires into customer service department

3/1998 -6/1998 VENCOR Lowell, MA

Our services - including intensive rehabilitative transitional or subacute care, specialized dementia

and Alzheimer's care, and hospice and palliative care - enable our patients and residents to receive

the medical care they need, the restorative therapy they require, and the support they and their

families deserve.

INSURANCE COORDINATOR

• Monitored 1-800 phone lines for immediate referral assistance

• Obtained and distributed demographic data

• Acquired verification for various types of insurance

• Processed patient referrals and insurance verification reports

• Directed daily reports to appropriate nursing care center or hospital

• Maintained patient referral logs and issued to the corresponding facilities

• Maintained all system records

1997 - 1998 REMEDY Burlington, MA

VARIOUS TEMPORARY OFFICE POSITIONS

• Clerical duties included: Monitoring phone systems, product / document shipping and

• receiving, drafting contracts, obtaining financial information required for real estate

closings, scheduling phone conferences and business luncheons / meetings

• Customer service duties included: assisting customers, pricing service contracts, invoicing,

filing, and obtaining employment verification.

1991-1997 Various Retail Management positions with the following companies:

BROOKSTONE Nashua, NH

TOYWORKS Bedford, MA

WALDENBOOKS Nashua, NH

Computer Skills MS Office, Excel, Word, Outlook, Access, LotusNotes, PowerPoint, ADP Payroll, Ceridian Payroll,

and various proprietary systems……

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