Manager Customer Service

Nancy Ellen Howard

***** ***** ****** **********, ** 48122 313-***-****

*************@*****.***

Objective

To be able to fully utilize my experience and education in a full time position.

Summary of Qualifications

Experience in multiple line telephones with good communication skills for customer service.

Very knowledgeable of HIPAA compliance laws for PHI medical records.

Very proficient in Microsoft Office suite working with Outlook, Word, Excel, PowerPoint, Access, Visio.

Possess knowledge of Professionalism in Health Care and Medical Coding.

Processed inputting of medical notes from Auditors and Medical Consultants.

Worked with auditors in processing hospital claims for seven years.

Knowledge in claims or inquiry processing from working in Customer Service area for four years.

Experience in producing statistical information for management.

Experience working with PC applications.

Education

Masters of Business Administration, April 2014, Central University, Dearborn, MI

Bachelors of Science in Business Administration, April 2009, Davenport University, Dearborn, MI

Associate of Science Degree, June 1991, Wayne County Community College, Detroit, MI

High School Diploma, June 1979, Homer High School, Homer, MI

Experience

Analyst, Blue Cross Blue Shield of MI, Detroit, MI, March 2014-Nov 2015.

Perform daily, weekly and monthly reports

Help in the department to establish process improvements

Perform analysis from Access database for management

Request all access for new hires who come to the department

Produce routine and non-routine reports and presentations

Specialist, Blue Cross Blue Shield of MI, Detroit, MI, March 2012 – March 2014.

Maintain and distribute Incoming Fax Mailbox in Content Manager.

Perform analytical reports

Maintain Productivity Analysis report

Researched/Analyzed Content Manager productivity issues/concerns

Completes mail merge for Approval Letters

Print and log Crystal Reports in appropriate log.

Maintain and upload Monthly Org. Chart to Sharepoint Corporate Site as well the Departmental one.

Perform daily production sweep into Content Manager Folder.

Extract information for Denial Letter Report.

Create several job aides for department.

Process “H” indicator letters.

Triage faxes in Content Manager and send to appropriate areas.

Research and log information for the incomplete faxes.

Pulled information for audit.

Sr. Correspondent Analyst, Blue Cross Blue Shield of MI, Detroit, MI, August 2010- March 2, 2012.

Sort and analyze raw mail and claims data then distribute to appropriate areas.

Adding, updating, deleting claims cases on NASCO and/or 3270

Secretary, Blue Cross Blue Shield of MI, Detroit, MI, February 2000 – August 2010.

Maintain and monitor the Managers calendar, and making sure it was current and up to date; make sure manager is on time for meetings.

Continuous telephone contact with internal and external customers, and directing them to the appropriate staff if needed.

Scheduling meetings and reserving conference rooms through Resource Scheduler, and computer inputting for the staff.

Create and process monthly reports for the manager and staff such as expense reports, attendance balances, tardy tracking report

Handles Ariba (wisebuys) requests for ordering stock, software for department, and moving of equipment.

Retrieve budget information while monitoring and maintaining budget reports such as Budget Performance Report, Position Control, Organizational Charts, and Turnover Report along with data input of Telecom PC budget in Peoplesoft system.

Swing Manager, McDonald’s Restaurant, Melvindale, MI, January 2002 - August 2005.

Handling of money transactions with customers, and the counting of the safe.

Preparing the shift setup schedule for the afternoon crew of approximately 10 to 15 people who reported to me

Keeping track of the monthly stock inventory

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