Teresa Williams

United States 202-***-**** or 771-***-**** ad49o2@r.postjobfree.com

PROFESSIONAL SUMMARY

Experienced customer service leader with 15 years of experience in call center, chat, email, transcription, scheduling, training, escalations, and resolutions. Extremely detailed oriented, organized, proactive, self-directed, outstanding listening skills, very empathetic, compassionate, and excellent critical thinking skills. Highly familiar with HIPPA/HITECH compliance, SQL, analytics, and reporting. Understanding of Healthcare terminology and Medicare/Medicaid (CMS) guidelines for Medicare Part D and C. Excited to bring my proven skills and customer enthusiasm to your company.

Knowledge & Skills Areas

• Microsoft Excel/Access/Word

Contact Center

Salesforce

• Scheduling/Head count

Quantitative Analysis

Passkey

• Work Force Management

Opera/Synergy Certified

Training

PROFESSIONAL EXPERIENCE

Enrollment Specialist/Lumens Solutions/BCBS July 2023 – February 2024

•Accurately enrolling members and uploading supporting documents to the system during open enrollment for healthcare insurance medical and dental insurance in a remote environment.

•Entered all healthcare plans selected by the applicant into Facet to generate an invoice for billing.

•Collect and verify data integrity using different systems. Adding qualifying members to policy when a new qualifying event occurs i.e. marriage, divorce, birth of child or adoption.

•Prepare missing information letters for members that are missing information or documents that are needed to continue processing the application in a remote work environment.

•Dispatched complete applications to mailing department to issue insurance cards.

Provider Enrollment Specialist/TDB Communication/Gainwell Technologies February 2021 – October 2023

•Accurately enroll providers and facility credentials into the New Jersey Medicaid system in a timely manner.

•Acting as the liaison with the insurance companies on behalf of the client to avoid enrollment issues.

•Verify data integrity using various methods and systems.

•Prepare verification letters as well as outreach letters to providers requesting missing documents that must accompany the application in a remote work environment.

Claims Adjudicator/TDB Communications/DC DOES July 2020-February 2022

•Assist an average of 100 customers each day with unemployment account issues (account access, program inquires, payment resolutions) in a remote virtual call center environment.

•Provided support to customers who are enrolling in and/or applying for Paid Family Leave (PFL) due to pregnancy or surgery.

•Assisted customers with escalation of previously filed UI (unemployment) claims that still have not been resolved or assigned to a CA (claims examiner).

Staffing Specialist/EDS Services Solutions Springfield, VA May 2019-March 2020

•Conducted training and reviewed QA assessments with associates to ensure that areas that require improvement and or errors are corrected.

•Assist employees with developing goals to improve their QA scores. Review training and company procedures to ensure that all rules are being followed and production is met.

•Performed duties of an HR Assistant by advertising job openings across multiple channels (e.g. job boards, career pages and social platforms).

•Coordinated with department managers and team leads to identify current and future hiring needs.

•Attended job fairs, organized in-house recruitment events, and conducted orientation of new hires.

•Maintained timecard punches, vacation request, prepared and submitted payroll to corporate office.

Communication Operator/Hotline Agent/Washington Hilton October 2013-May 2019

•Performed general office duties as well as answering internal and external calls from hotel guests in a friendly and courteous manner.

•Directed calls throughout the hotel via switchboard for varies departments (e.g. Catering, Accounting, and Event Services).

•Act as a liaison for the security department to all appropriate local emergency services (Fire Department, Police and EMS.

•Input and monitored the resolution of maintenance and housekeeping requests into Synergy.

•Performed follow-up calls to ensure the guests’ needs were satisfied.

EDUCATION

Orangeburg Calhoun Technical College, Orangeburg SC June 1995 Associate of Arts in Business Administration (concentration: Business Management)

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