Lori Conant

Delaware, Ohio *****

740-***-****

ac516r@r.postjobfree.com

Qualifications:

Solid, consistent performance.

Ability and experience in direct training and in being a resource for other co-workers as demonstrated during my previous employment at Nationwide Health Plans and Verizon Wireless.

Strong sense of responsibility and ownership to assure first resolution for each and every customer.

Employment History

United Health Care: June 2015 to Present

Customer Care Representative Level 1: Accurately advising Medicaid members of their benefit and claims status. When a member had received a medical bill, I called billing offices to dispute the claims on their behalf. If the member received a bill because UnitedHealth Care had denied it in error, I forwarded the claim to the offline team for review. I also filed grievances of behalf of the callers in accordance with UHC and state guidelines. States that I am responsible for are Ohio, Iowa, Pennsylvania, Michigan, and Arizona. I was required to be familiar with the Medicaid plan in each state.

Customer Care Representative Level 2: In additional to all of the above stated responsibilities for state Medicaid members, I also took incoming calls for Medicare members and was responsible for handling their billing calls, grievance calls, and benefit inquiries in accordance with UHC and Federal Medicare guidelines.

York Risk Services: October 2014 to June 2015

Call Center Representative: I correctly and quickly documented information related to motor vehicle accidents and Worker Compensation claims and then passing this information on to the team that would assign the claims to the appropriate examiner for processing.

Verizon Wireless: June 2008 to August 2014

Financial Service Representative: I actively looked for solutions on each call, for past due and inactive accounts, that were beneficial to the customer and the company. I also maintained a solid quality rating which demonstrated my commitment to exceed performance during each customer interaction. After nine months, I was promoted to Senior Financial Services Representative. At that position, my duties were the same, but I had a higher standard of call quality metrics that I was required to meet. I was also a resource for less experienced representatives.

Credit and Activations Representative: I was also-trained on Credit and Activations where I actively processed applications for new customers or current customer requesting additional lines. I also took calls from employees in Verizon stores or from members to assist with activating new devices.

Nationwide Health Plans: April 1990 to April 2008

Mail Clerk: I sorted medical claims, dental claims, premium payments, change reports, and all correspondence to the examiner or administration clerk assigned to each policy. The speed and accuracy I displayed was instrumental in assisting employees in other positions complete their job requirements.

Data Entry Clerk: Performed accurate data entry for dental and medical claims, including - diagnosis code, service code, date of service, provider tax id number, and charged amount. Verified providers mailing address and performed updates when necessary.

Customer Service Representative: Provided effective and efficient customer service to medical providers, plan administrators, and members regarding claim status, explanation of benefits, and claim denials.

Senior Customer Service Representative: Received escalated calls from Customer Service Representatives. Trained new customer service representatives and assisted my supervisors in evaluating other employees. On my own initiative, assembled and maintained policy information in a concise, easy to use format that decreased the amount of time needed to locate the answers to our customer’s questions, which increased satisfaction for both customers and co-workers. This manual also became part of the training which I provided to new representatives. Reprocessed claims in the turnaround time required by Federal HIPAA laws whenever a correction was necessary. Attended and participated in organizational business meetings on behalf of my unit.

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