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Customer Service Mental Health

United States
April 12, 2018

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Wanda L. Williams

** ******** ***** ****: 973-***-**** Mobile: 973-***-****

Newark, New Jersey 07106 Home: 973-***-**** Email:

Administration Assistance

Administration/Customer Service professional with 14 years of experience in a managed care services environment. Ability to mentor, train, and lead teams to achieve customer service goals on time. Solid problem solving skills and the ability to handle various levels of complexity to service the needs of constituents in a timely and efficient manner. Seeking to apply collective professional experience principally in the administrative field..

Areas of Expertise

•Supervision & Training

•Health Insurance Processing

•Intake & Discharge Planning

•Mental Health Counseling

•Substance Abuse Counseling

•Networking & Coordinating

•Quality Assurance

•Database Management

•Ambulatory Follow Up

Substance Abuse & Mental Health Counseling Experience

Intern, Alcohol & Drug Counseling, Hope House, Dover, NJ, 2004 – 2009.

Intern, Adolescent & Family Counseling, Saint Rocco's Family Shelter, Newark, NJ, 06/2009 – 11/2009.

Professional Experience

Xerox HR Solutions LLC, Secaucua NJ 2015-Current, Hired July 2015 for Customer Service in Health and Welfare, assisting with Medical, Dental,Vision and Prescription Benefit Service for ExxonMobil Benefits Service Center, providing detail benefit information and eligibility, including Pension eligibility and procedure.

Magellan Health Services, Parsippany, NJ 1999 – 2014

I was initially hired, in 1999, by Magellan, a managed care service that provided mental health and substance abuse insurance services for numerous insurance providers, including Blue Cross, Blue Shield, Empire, Vermont, and many others. As a result of my excellent job performance and ability to take on new challenges, I was subsequently promoted through numerous positions of increasing responsibility.

Care Worker (2005 – 2014) Magellan Health Services

•Coordinated care with outside agencies to secure mental health/substance abuse services for patients.

•Performed outreach to providers and facilities near clients’ residences and within the network.

•Ensured continuity of patient care through levels of care as authorized by the clinical staff.

•Acted as a trouble shooter for the clinical team and provided viable solutions.

•Assisted with discharge planning and securing appropriate placements and support services.

•Participated in QA activities, including data collection, documenting, tracking, and analysis.

Care Assist Team (2004 – 2005) Magellan Health Services

•Coached and assisted up to 100 Customer Service Associates (CSAs) with questions and issues relating to customer service, policies and procedures, and insurance information.

•Conducted CSA mentoring and initiated assessments, scoring, bonus structure, and training programs.

•Served as a backup supervisor when requested.

Professional Experience (continued)

Customer Service Associate (1999 – 2004) Magellan Health Services

•Excellent communication to members and providers about programs, policies, and procedures.

•Answered incoming calls on eligibility, benefits, claims, and authorization of services.

•Entered intake information into the appropriate database tracking and recordkeeping systems.

•Demonstrated outstanding service to internal and external customers and consistently exceeded production standards.

Certification & Training

Certified Alcohol & Drug Counselor, Recovery Assistance Program Training (RAPT), 2004-2005. Education in the Science of Addiction Prevention and Treatment, Pharmacology, Family Therapy,Individual Counseling, HIV Counseling, Co-Dependence Treatment, Multi-Variant Treatment, Group Therapy.

Corporate Assistant Program Certification, Katharine Gibbs School, Montclair, NJ, 1996-1997

Writing, Business Math, Business English and various Software Applications.

Insurance Institute of America Certification, Malvern PA, 1992. Extensive training in Insurance Policies and Procedures, Adjusting, and Loss Exposure.

Computer Knowledge

Word, Excel, Access, Lotus, outlook, Instant Messenger

Recordkeeping Database

Hedis Process & Procedures Database

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