VICTORIA MAGDALENA CLARK

**** ******** ****** **. ******* Ga 30034

ac4253@r.postjobfree.com

404-***-****

Objective: To find a position where I can utilize my skills and experience. Experience:

Bilingual Customer Service Rep II

9/6/2017 – 3/23/2018- Broad Path Healthcare Solutions

• Respond to inbound calls from clients and providers

• Verified eligibility

• Processing password resets.

• Responsible for researching and resolving complaints to ensure customer retention and satisfaction.

• Respond to mid-level billing concerns.

• Benefits and claims status, policies and procedures. Membership Administrator

8/14/2016 – 8/14/2017- Institute of Industrial $ Systems Engineers – Norcross, Ga

• Liaison with IISE’s Technical Societies and Divisions, including working with the leadership to ensure they are aligned with IIE’s overall strategic plan.

• Provide administrative support to IISE’s Technical Societies and Divisions including supporting membership recruitment and retention efforts, publishing volunteer-written newsletters using Constant Contact, updating websites using a content management system, elections, meeting minutes, etc.

• Supporting volunteer use of collaborative tools like Dropbox, Meeting Wizard, GoToMeeting, conference call support, etc. including seeking out and deploying new tools as needed to support growth.

• Providing volunteers with information from the IISE database to support their growth plans.

• Assist Director of Membership in preparing annual budget and in planning departmental activities.

• Work with Membership Marketing to develop and manage membership marketing materials and plans for Technical Society and Division’s membership recruitment and retention. Includes communication of member benefits, programs, and services to members and prospects resulting in increased recruitment and retention.

• Support volunteers by planning meetings and events associated with IIE-sponsored conferences. Some travel may be required.

• Supports the overall goals of the department by performing duties as assigned.

• Customer Service support responsibilities as needed. Bilingual Customer Service Rep II /SME

10/06/2013 – 11/10/2015- Morneau Shepell- Atlanta, Ga

• Respond to inbound calls from clients, employees and vendors concerning HMO, PPO and POS questions and or plan questions.

• Processing password resets.

• Liaises with client’s representatives, internal; consultants and administrators, as well as

• Insurance and financial company representatives.

• Complete call logs follow up as required.

• Other task or special projects as required.

• Accept warm transfer calls from MSR on escalated calls.

• Responsible for researching and resolving complaints to ensure customer retention and satisfaction.

• Responsible for reviewing and sending updated carrier file information to vendor

partners.

• Performing dependent related updates to policy.

• Respond to mid-level billing concerns.

• Processing and reviewing termination and effective date changes request.

• Claims and appeals.

• Helpdesk

• Reviewing ICD-9 codes.

Bilingual Customer Service Rep II

• 05/16/2011 – 08/30/2013 - Delta Dental Insurance – Alpharetta, Ga

• Respond to complex telephone, electronic and written inquiries from dental/vision professional, groups, subscribers and brokers.

• Expediently accesses reference materials to analyze and determine appropriate responses

to telephone, electronic and written inquires.

• Communicate eligibility.

• Benefits and claims status, policies and procedures.

• Document each customer encounter and resolution in the appropriate computer tracking systems and adjusting systems discrepancies.

• Identify and report computer discrepancies.

• Accurately completes online/hardcopy forms and route to the appropriate department.

• Process claims.

• Track follows-ups and ensure that issues are resolved within standards.

• Provides support to other departments.

Education

• Sarah .J. Hale High School – 1984 - Brooklyn NY

• Colorado Technical University -- Associate of Science in HealthCare Administration Services - 2018

Skills/Qualification

• MS Office, Word, Excel, PowerPoint, Outlook, CMS, Constant Contact, Go To Meeting, Citrix, DropBox

• Fluent in Spanish and English

• Excellent Communication Skills

• Strong Customer Service Background

• History of Leadership and Teamwork

Contact this candidate