Customer Service Medical Insurance

Marquita M Burrell

**** ********** *** . *** ******,IA 50311 C: 779-***-****

Summary

Creative and resourceful community service professional, talented at quickly mastering new skills, and processing new information. Diplomatic and gracious with a desire to deliver exceptional customer service. Highly-motivated, skilled at networking, media outreach and relationship development. Flexible and versatile team player who maintains a sense of humor under pressure. Proficient in all applications of Microsoft with a typing speed of 35WPM

Highlights

Strong Communicator

Detail-oriented

Creative

Culturally-sensitive

Excellent interpersonal skills

Self-starter

Sales and marketing

Skilled multi-tasker

Experience

Blue Cross Blue Shield of Illinois June 2018- Present

Customer Advocate

Assisting BCBSIL HMO members with their medical insurance needs.

Answering incoming calls and explaining to customers their medical insurance plan.

Adjusting claims for correct payment.

Making call backs to assure customers needs are being met.

Routing calls to the correct department if needed.

Verifying for customers that their required documents are received and entered for

processing such as referrals.

Servicom June 2014 – April 2018

Workforce Management – Real Time Analyst

1.Handle medium to high volume of incoming telephone calls

2.Provide technical repair solutions for customer’s voice, internet and cable service/equipment in a prompt and professional manner

3.Obtaining all information for resolution of transaction as well as documenting and updating records.

4.Answer customer questions regarding billing, service problems, products and features.

5.Enhance customer experience by offer additional plans and/or services to every customer.

6.Correct errors and discrepancies on customer billings as necessary including issuing credits and applying payments.

7.Prepare work orders for maintenance requests after determining if field visits are required, and ensure appropriate follow-up procedures are met.

Enter in Real Time data, Manually update and correct employee schedules.

Vision Financial October 2013-May 2014

Customer Service Representative

8.Answer phones and respond to customer requests regarding healthcare applications

9.Provide customers with product and service information.

10.Transfer customer calls to appropriate staff.

11.Identify, research, and resolve customer issues using the computer system.

12.Complete call logs and reports.

13.Recognize, document and alert the supervisor of trends in customer calls.

14.Recommend process improvements.

Milestone Inc., Rockford, IL February 2010-October 2010

Direct Service Provider

1.Bathe, groom, and dress individuals, monitoring their appearance to ensure that each person is dressed and groomed appropriately.

2.Supervise individuals during meals by serving family style and eating with residents.

3.Assist individuals during in-house activities by conducting therapeutic activities, such as physical exercises, occupational arts and crafts and recreational games.

4.Train and support individuals in daily tasks, such as cleaning of living areas, personal laundry responsibilities, meal preparation, and community outings.

5.Report the development of individuals by observing and documenting individual health care issues.

6.Maintain a clean and orderly home environment by performing general cleaning duties.

7.When properly authorized and certified, supervise individuals in taking medications as prescribed by the physician.

8.Adhere to confidentiality guidelines, as outlined by organization policy and HIPAA regulations.

9.Attend Certified Habilitation Aide classes upon employment, and meet training requirements in accordance with current applicable Federal, State, and local standards, as well as organizational policies and procedures.

Education

Rockford Career College: Rockford, IL Roosevelt High School Rockford, IL

Graduation Date: June 2006 Graduation Date: May 2002

Diploma: Medical Assistant Degree: General Education

Additional Skills

1.Medical Terminology I, II

2.Medical Transcription

3.C.P.R Certification

4.Insurance Coding and Billing

5.Microsoft Word

6.Microsoft Excel

7.Data Entry Analyst

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