Writing - Editing - Customer Service

Summary

Resolution Specialist with a background in customer service, writing, and editing seeking documentation and content management opportunities.

Expertise

Microsoft Word - Editing - Formal and Creative Writing

Experience

Senior Resolution Specialist

Rock Connections July 2016 - Present

Assisting with inbound and outbound calls with Meridian Health members and healthcare providers in Michigan and Illinois

Coding and documentation of all calls

Maintaining knowledge of rapidly changing internal and regulatory healthcare guidelines

Outreach to respective departments to investigate claims, authorizations, and eligibility issues

Collecting, documenting, and analyzing call evaluations for areas of opportunity

Regular one-on-ones with team leaders and team captains to go over new processes and updates

Regular correspondence with auditing team to ensure updated healthcare guidelines aligned with phone call scripts

Head Copy Editor

The Straits Magazine September 2014 - December 2014

Performed initial editing of all copy for accuracy in grammar, spelling, and internal style guides prior to publication

Worked with line editors to provide content recommendations to improve quality

Maintained and ensured writing and publication deadlines

Server

Twisted Rooster April 2011 - July 2016

Maintained knowledge of seasonal menus, revolving drink lists, and appropriate pairings

Provided prompt service and keenly anticipated the needs and concerns of guests

Processed sales to guests, including cash and credit card transactions

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