Customer Service Representative

Elizabeth Bones

*********@*****.*** - 904-***-****

Bilingual Customer Service Representative with excellent verbal and written communication skills. Proficient with Microsoft Office (Excel, Word and Access).

WORK EXPERIENCE:

BLUE CROSS BLUE SHIELD OF FLORIDA, Jacksonville, FL Nov. 2011-Oct. 2014

Service Advocate Claims Dec. 2012-Oct. 2014)

• Determined coordination of benefits: primary and secondary payers by law

• Researched parties liable to provide solution to claims processing

• Determined when Medicare would be secondary to other coverage

• Verified standard operating procedures and identified if member Med-D/Med is in

compliance with Center Medicare Services guidelines

• Updated FEP contracts

• Processed claims

• Utilized Siebel, Enterprise Image Processing system, Oracle and Cisco system CTI Toolkit

Service Advocate II, Healthcare Reform June 2012-Nov. 2012)

• Assisted members with the understanding of expanded benefits added to Women Preventative

Services

• Educate members and Benefit Administrators about Medical Loss Ratio Rebates

• Provided resources to customers to access government websites for additional information about

Healthcare Reform

• Conveyed information strictly formatted by the government

• Answered basic and routine questions in regards to coordination of benefits, resolved issues and

ensured customers understand who would be the primary and secondary payer by law

• Research to response to inquiries and interpret policy to determine the effective response

Data Entry Specialist (Nov. Dec. 2011)

• Assisted customers with questions involving insurance plans and entered data on individual accounts.

MARKONE FINANCIAL HOLDING, LLC. Jacksonville, FL Feb. 2009-March 2010

• Assisted customers with payment options on past due accounts

• Received inbound and outbound calls for 5 to 30 days past due payments through an automatic dialer

NORTHWEST AIRLINES, Jacksonville, FL June 2005-Feb. 2009

Customer Service Representative

• Assisted all customers with airline tickets and luggage processing

• Directed airplanes when landing

• Made sure airplanes were in their proper parking space

JACKSONVILLE HOUSING AUTHORITY, Jacksonville, FL Feb. 1996-June 2005

Public Housing Interviewer Aug. 2004-June 2005

• Interviewed and qualified clients for apartment housing

• Processed rental background checks

• Maintained client files and documentation for housing eligibility

Accounts Payable Clerk Feb.1996-June 2005

• Processed entry level batching

• Ensured general ledger codes were correct

• Prepared calculating tape on all purchase orders

• Processed checks by weekly deadline

• Collected rent on the 1st of each month

FORMER EXPERIENCE:

DANIEL MEMORIAL, Jacksonville, FL

Social Worker

• Assisted children with behavioral problems.

• Ensured children had clothing, shoes and supplies for school.

• Assisted children with class work assignments.

• Maintained a log book and report of each assigned.

TAIBI HEATING, PLUMBING AND AIR CONDITIONING, INC.

Office Manager

• Dispatched all calls to individual workers

• Reconciled accounts

• Month end close

• AP/AR: processed incoming bills and personal bills for the owner

• Collected rent from tenants on the 1st of each month

• Prepared and processed weekly payroll in ADP

• Answered all complaints and typed letters

EDUCATION:

Ashworth College, Waycross, GA Sept. 2011-May 2012

Medical Billing & Coding Certificate (on-line program)

Passaic County Community College, Patterson, NJ

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