Customer Service Representative
Resume:
Lisa Crockett
Indianapolis, IN 46254
************@*****.***
OBJECTIVE: Seeking a position that takes advantage of my customer service experience, where my analytical abilities, excellent organizational, research, and problem solving skills can be fully utilized.
EXPERIENCE:
03/2016 - 02/2017 Internal Revenue Service Indianapolis, IN Customer Service Representative
Provide technical assistance to individuals and/or businesses primarily through telephone interaction in a dynamic call center environment. Address wide range of issues/problems that require unique solutions. Apply the tax code to assist taxpayers in understanding and meeting their tax responsibilities. Secure, analyze and protect sensitive personal and financial information. Make determinations and use sound judgment to resolve taxpayer disputes and delinquency issues. Develop, analyze and evaluate information involving the research of computerized records by accessing multiple online/database systems. 8/2015 – 12/2015 Collabera Indianapolis, IN
Underwriting Assistant
I worked on a temporary contract for AIG and setup and distribute the policy holder's files received prior to 2pm the same day. Set up and distribute the files received after 2pm ASAP the following morning, no later than 12 noon. Validate the producer, broker and TPA identified in the case file to those in TED. Submit change request to add or change producer, broker and/or TPA as needed. Complete the entry fields in the TED Quote details tab. Assure the information is correct and complete. Identify renewals, multiples, etc. Document the TED notes and/or make notes to the case file as needed. Obtain the corporate premium, employers name and address, sic code and D&B number from Salesforce. Complete the eStart entries. Assure that the result indicates the D&B score. If not, acquire the Credit Risk Score from EMIS. Print all pertinent documentation to the case file. Complete the label for the color coded file folder, compile the information. Stamp the file folder with the date completed and as renewal when applicable. Prepare Production/Status reports as needed. Provide back up support within the department as needed. 9/2012 – 2/2015 BC Forward Inc. Indianapolis, IN
Customer Service Representative
I work on a contract for Hewlett Packard providing customer service for Indiana Traditional Medicaid providers via telephone to resolve issues and assist with changes related to their provider file. Provide appropriate and unbiased information to providers concerning other Indiana Health Coverage Program entities, including other health plans. Work directly with providers and Provider Relations staff at the delivery system level to solve complicated and ongoing issues, conduct research to arrive at the best resolutions, and document conversations and actions taken. Maintain confidentiality and comply with Health Insurance Portability and Accountability Act (HIPAA). I also work with providers assisting with medical claim and Provider Credentialing issues. I carried out various processes in relation to credentialing Physicians, Hospitals, DME, and various other healthcare professionals. Ensure that all personnel and services adhere to facility and staff policies, department guidelines, regulations, and government laws. Collected and forwarded significant amounts of verification and accreditation information to be processed to maintain and update credentialing for Indiana Medicaid. Credentialing providers which included the processing of provider applications, initial, re-applications and attestations as needed. 11/2011 - 6/2012 CNO Financial INC, Indianapolis, IN Customer Service Representative
I provided impeccable customer service while professionally answering inbound phone calls from our agents nationwide. I processed insurance claim request from clients, agents, and other external customers while maintaining a high degree of efficiency and accuracy. I communicated with inter- departmental resources to obtain additional information when needed to meet deadlines. Returning calls within a reasonable timeframe following up with clients and managing daily work queues. I did data entry within both Windows and mainframe environments. 11/2006 – 11/2011 Anthem Well Point, Indianapolis, IN Customer Care Representative
I respond to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims. Analyze problems and provide information solutions. Operates a PC/ image station to obtain and extract information; document information, activities and changes in the database. Thoroughly documents inquiry outcomes for accurate tracking and analysis. Research and analyze claim data to address operational challenges and customer service issues. Provide external and internal customers with requested information. Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner. I researched and analyze data to address operational challenges and customer service issues. I also worked as a Customer Care Advocate for the Aged, Blind and Disabled Medicaid population for the State of Ohio. I resolve continuity of care, deferments, disenrollment issues, as well as locate specialist doctors and help resolve transportation issues for Just Cause Cases for Anthem Blue Cross Blue Shield. I have excellent interpersonal skills and an ability to deal with difficult customer scenarios, sometimes in escalated situations. I am team player, with a proven ability to consistently deliver an outstanding level of service to both our internal and external customers. 08/2005 - 11/2006 AmeriChoice Indianapolis, IN
Member Service Representative
Provide the Indiana Hoosier Healthwise, Medicaid Select program with health care access and education to applicants, potential members, and members utilizing established protocols, procedures, and educational methodologies via the telephone in an accurate and courteous manner. Enter all relevant information into the appropriate database. Assist applicants and members in the selection of a Plan/PMP or PMP change.
08/2004 - 02/2005 CoreStaff Services Chicago, Illinois Product Support Agent
I worked on a contract project for Pearson Education in a global call center. Serve large volume of nationwide customers placing book orders on SAP system; track orders and short shipment claims for Pearson Education, the global leader in educational publishing. Dealing with inquiries from a range of customers with various questions about products and services and acting as a customer interface for the Shared Services Operation offered customers courteous, accurate and supportive advice and information. I assisted callers with software installation and usage of online products. Provide tier one resolution to user inquires. Efficiently maintain all required call logs and phone documentation. Engage in active listening to diagnose problems, and use various reference sources to rapidly lead callers to problem resolution. I responded to customer issues by telephone and email, populating and maintaining divisional database (Clarify Efront Office), SAP- Order Management Module and CRM. I worked with Microsoft Office applications, email programs, FTP software, and download process, browsers, and Microsoft Internet Explorer. Processed email, fax and mail purchase orders, prepared price quotes, and issued credits, debits and return authorizations.
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EDUCATION:
Strayer University US-Va.-Arlington
Diploma
Computer Information Systems
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