Gloria Kitchen

ad2fx9@r.postjobfree.com

602-***-****

Phoenix, Az 85019

Professional Experience

Ciox

Customer Service

March 2023 - November 2023 • Contact assigned medical providers by phone

• Use call scripts to encourage medical providers to send in charts via fax or mail

• Respond to questions or concerns from provider offices

• Follow-up on initial contacts

• Complying with HIPAA (Health Insurance Portability and Accountability Act) ensuring the right to privacy for patient’s records

• Log all call transactions into the designated computer software systems

• Meet minimum call volume and quality requirements for the position; adhere to daily and weekly call goals as directed

Maximus -

Customer Service

May 2022 - December 2022

• Conduct face-to-face and telephonic outreach and enrollment services, including education on managed care options and public health programs to clients at LDSS/HRA offices

• Assist clients with the enrollment/transfer/disenrollment process

• Interface and maintain professional and positive relationships with HRA/LDSS county staff and clients

• Conduct appointments to assist CYES Program eligible consumers to complete their Medicaid application

• Assist Call Center Operations and other departments as determined by project management to meet business needs

• Assist processing units within the Outreach department as determined by project management to meet business needs

• Maintain updated knowledge of the New York Medicaid Choice Project

• Meet all standards established for this position as outlined in the corresponding annual performance criteria and bonus template

BCforward

Customer Service

November 2021 - April 2022

I received inbound calls from customers regarding banking products

• Effectively educate, promote and guide clients through our online and mobile self-service capabilities at every opportunity.

• Provide clients with clear, complete and accurate responses to their questions and inquiries at point of call

Epiq Global

Data Entry Clerk

June 2021 - October 2021

My duties were to

Create, revise, reformat, and convert documents using various support software including Microsoft Office applications, PDF editing tools,

Prepare and edit complex documents

Efficient handling of time sensitive and confidential materials

Pyramid Consulting

Customer Service Representative

December 2020 - April 2021

• Receive inbound calls from customers wanting to make payments on accounts

•Perform data entry to add customers information to the systems

U S Census Bureau

Data Entry Clerk

January 2020 - August 2020

• Edit forms, code single items or combinations of reported data guided by standardized classification and code schemes.

•Check in and out to sort documents or other materials requiring an initial review of the material to be filed, to remove items not applicable.

•Organize items in a prescribed order and record the identity of the materials.

•Contact respondents to collect data and perform analysis of data in relation to previously reported data resolving questionable responses.

•Input information into the computer from customers documents.

Consumer Cellular

Customer Account Advisor

November 2018- April 2019

•Handled over 60 Inbound calls a day

•Assisting customers with purchasing new cell phones

•Assist with activation of new phones

•Making a payment

•Troubleshooting cell phones

•Adding or removing a member from account

•Assist with logging into website and navigation

•Actively listen and Communicate with customers

•Multi-task and navigate computer systems and applications

•Canceling or disconnecting customers cell phone account

AllianceRX/ Walgreens

Customer Service Representative January 2018 - October 2018

•Handled over 50 Inbound and outbound calls a day

•Provided new/existing patients customer service regarding their drug prescriptions, clinical services, billing

•Recorded and process orders and prescriptions received by fax, mail, telephone and patient

•Received inbound and made outbound calls to patients and doctors offices, regarding medications, pharmacy

•Scheduled orders and communicated information to the patient regarding shipments and tracking of medication

•Verified patient information, HIPPA, and notified Pharmacist of any changes in patients condition

Optum RX/United Healthcare

Customer Service Representative

(Contract- June 2017 - December 2017

•Handled over 75 inbound calls a day

•Provided benefit and eligibility information to members

•Tracked prescription refills

•Refilled prescriptions for members

•Contacted the Pharmacist to alert any changes

•Ensured that patients claims and complaints are resolved fairly

•Created follow up task reminders and calls for patients

•Provided documentation of all communication received from calls

Bank of America

Inspection Specialist (Contract) December 2016 - May 2017

•Compared and confirmed, through visual examination the actual rental status

•Rented or out of service of client's storage units

•Generated from the asset management system I would scan and fax the incomplete documents to third party vendor

USAA

Inbound Customer Service Representative (Contract) April 2016 - November 2016

•Received over 50 inbound calls for information from current members, primarily password and pin resets

•Provided factual information to members regarding public information on from our website

•Updated demographic information to establish member number for new members

•Assisted members navigating our website for banking and insurance products

Cigna Corporation

Intake Specialist (Contract) August 2015 - March 2016

•Handled over 75 inbound/outbound calls to obtain detailed claim information

•Assisted customers with STD, LTD and FMLA claims

•Assisted with the submission of benefit intake processing claim forms

•Provided appropriate communication when outstanding documentation is needed

•Performed extensive data entry

•Provided accurate information to callers, redirect calls as necessary

•Verified information about claims

•Adhered to quality assurance standards and policies and procedures

•Established goals and productivity

CSAA

Customer Service Associate (Contract) August 2014 - July 2015

•Handled over 100 calls customer service calls a day

•Evaluated and processed service request for quotes, changes to policies and payments while adhering to agency

•Took ownership of calls transferred by agents from the membership, sales and claims department

•Reviewed insurance policies

•Recommended upgrades and additional coverages and other AAA products

Education:

University of Phoenix

Three years of coursework completed May 2010 - August 2013

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