Customer Service Advocate
Resume:
Lisa Ratliff
Customer Advocate
Hopewell, VA
**************@*****.***
Service-oriented Customer -focused Advocate with more than 10 year back round in Customer Service. Core competencies include Patience, Clear Communication and Ability to use positive language as well as excellent communication and time management skills. Handles tasks with accuracy and efficiency.
Work Experience
Eligibility Worker
Maximus Health Services - Richmond, VA
March 2021 to Present
Through the Virginia Medicaid Case management electronic system. I receive and investigate Medicaid applications. The systems I use to perform my research are VACMS, which includes Data Collection and File Clearance. I will also make outbound phone calls for verification purposes as well as send out verification letters if I need income or alien documentation. I will interpret a non-English application following Pan viva an electronic system used for data collection and processing. I will upload completed documents to the DMIS system as well as the electronic mailroom and saved folders. I will send out letters of Notice of Action to clients with the determination of eligibility. CPR and First Aid / behavioral Instructor
Strengthening Our Systems - Richmond, VA
June 2019 to Present
CPR/ First Aid/AED instructor trained in behavioral management. Teach employees and employers proper skill set for the Right Responses that include safety and awareness and de-escalation. Upload completed passing documents to the computer and retrieve and scan certifications of completions. Licensed Property and Casualty Insurance Agent
Teleperformance - Richmond, VA
October 2020 to February 2021
As a Licensed Property and Casualty Agent, I help my clients determine which policies best fit their needs for a stress-free lifestyle. This includes policies that protect the member and businesses from financial loss resulting from automobile accidents, fire, theft, and other events that can damage property. Customer Advocate
Blue shield/telecorp - Richmond, VA
September 2018 to February 2020
Customer Advocate for Blue Cross Blue Shield.
Guide members in the password reset and Issuing ID cards. Translate medical coding, calculations, explanation of benefits, and billing. Determine charges for services requested gather information for payments and billing. Skillful in guiding customers through the complex resource health system applications.
Skillful in maintaining focus and patience under pressure. Ability to demonstrate excellent phone etiquette.
Confer with customers by telephone or in-person to provide information about products or services.
Keep records of customer interactions or transactions, recording details of inquiries, complaints, and actions taken.
Complete contract forms, prepare change of address records, issue service discontinuance orders, using computers.
Obtain and examine all relevant information to assess the validity of complaints and to determine possible causes of overbilling.
Refer unresolved customer grievances to designated departments for further investigation. Education
Bachelor of Arts in Human Services
Ashford University - Clinton, IA
September 2008 to July 2012
Certificate of Studies in Administration of Justice in Criminal Justice Piedmont College - Charlottesville, VA
September 2003 to June 2004
Skills
• Excel
• Microsoft office
• Word
• Cpr
• Cpr/
• Training
• Maintenance
• Customer Service
• Call Center
• Assisting
• Helping
• Guest Service
• Surveillance
• Phone Etiquette
• Behavior Management
• Private Investigator (2 years)
• Administrative Experience
Certifications and Licenses
Property & Casualty License
First Aid Certification
Additional Information
Skills
Word, Excel, Windows, Commissioned Notary Public.
Spreadsheet, Power point,
Microsoft Office (10+ years),
excel
Certified Loan Signing Agent Training and Development File/records maintenance Skills:CPR/First Aid Microsoft Office
Private Investigator Registered Active Listening
with the Department of Criminal
Justice
Writing Critical Thinking
Judgment and Decision Making
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