Insurance Agent Customer Service

Mary D. Costanzo, AS, BSHCS, MBA, DM

Doctor of Management

Leadership & Organizational Management

**** ** *** *****, *******, Florida 32617

Cellular: 954-***-****

Email: ********@***.***

Summary

Healthcare Services Professional who effectively resolves complex claims, demographic and contracting issues in a high volume, fast paced environment, improving customer satisfaction and fostering continued business. Demonstrated ability for creating a harmonious work environment that inspired a team spirit and increased productivity.

Online Adjunct Certified Advanced Facilitator for higher learning education, teaching, evaluating, and grading pre-graduates and graduate students seeking multiple degrees in the School of Business, Healthcare, Management, HPI courses, and General Education.

Life & Health 218 Independent Insurance Agent catering to the Senior Market Medicare, Life, Annuities, Critical Illness, and AD&D plans, #219 Variable Annuities Independent Agent

Notary Public, State of Florida (active)

Accomplishments

Advanced Certified Online Adjunct Instructor for higher learning education; preparing pre-graduate and graduate students with knowledge and skills, to enhance and improve academic skills and future careers

Marketing hurricane claim losses (temporary position)

Directed the successful cleanup of projects for hospitals, hospital-based groups, and participating providers

Expedited HEDIS regulatory requirement status with participating providers that ensured regulatory compliance

Negotiated Settlement Agreements of claim issues and ensured timely and accurate provider payments for corrected claims

Arranged one-time Letters of Agreement for individual members and non-participating physicians that ensured timely and accurate reimbursement for submitted claims

Maintained an accurate current listing of all providers within the American Chiropractic Network

Handled the accurate processing of demographic and licensing changes, and physician terminations and additions, for the largest volume customer accounts in South Florida

Energy consultants B2B - Contracted energy rates for commercial businesses located in deregulated states for lower electric/gas rates

Professional Experience

Independent Life, Health, Variable Annuities Sales Agcent, Medicare Advantage & Medicare Supplemental Plans 2023-present

Go Health

Customer service selling Medicare & Medicaid Plans 2021-2022

USA Medicare Advisors 2019-2020

Independent Insurance Agent, Life & Health,

selling Medicare Supplement Policies Plans G and Plan N;

wrote Plan D Drug Plans for clients, Critical Illness Plans.

Sabbatical 2016-2018

Caregiver for great grandson

(granddaughter went back to full time employment)

Amerilife Insurance Company 2015-2016

Life & Health #218 Agent Independent Sales Agent Life,

Medicare Supplements, Critical Illness, Retirement, Annuities

Bankers Life & Casualty Insurance Company 2014-2015

Life & Health #218 Agent

Independent Sales Agent Life, Medicare Supplements, Critical

Illness, Retirement, Annuities

Grantham Military University 2010--2017

Part Time Adjunct Online Instructor School of Business

Teach, evaluate graduate courses, and grade graduate students seeking multiple degrees in the

School of Business, Management, HPI courses

University of Phoenix, Phoenix, Az.,

Western International University, Phoenix, Az.

Axia Online, University of Phoenix, Phoenix. Az. 2006-2014

Advanced Certified Facilitator

Part Time Adjunct Online Instructor Associates Program.

Adjunct Online instructor, Graduate courses MBA, Bachelor of Science Healthcare Services, Associates Programs for Business Management, Healthcare Service Courses, General Education, and Distance Learning.

Teach, evaluate, and grade students seeking Graduate degrees, bachelor’s degrees, and Associates Degrees online.

United Power Consultants, Inc, Pompano Beach, FL. 2011-2013

Office Manager

Energy consultants B2B

Contracting energy rates for commercial businesses

in deregulated states for lower electric/gas rates

Administrative responsibilities with employees

Maintaining relationships with customers

Applying leadership and organizational management skills

Marvin Advertising

Management Telemarketing Personnel 2005-2006

Managed the telemarketing department in a business-to-business organization

(out-going calls).

Managed and was responsible for strategic planning and organizational leadership.

Managed and was responsible for new project management programs; and graphic

arts.

UNITED HEALTH GROUP, Sunrise, FL 2003-2005

Senior Network Account Representative

Managed hospital-based physicians, risk management, skilled nursing facilities and ancillary provider accounts. Responsibilities for tasks and successful processing of contract negotiations by loading contracts and addendums in the Provider Network Department data system. Maintained and focused on the resolution of complex provider relation issues, including the implementation of best practices systems, process improvements, and customer service satisfaction. Administration of several successful team lead programs for the ORS claims adjustments program in the managed care plan.

SANFORD BROWN INSTITUTE, Lauderdale Lakes, FL 2004-2005

Instructor Medical Assistant and Ultrasound Programs

Instructor, part time, taught Anatomy and Physiology courses.

UNIPRISE (UNITED HEALTH CARE SEGMENT), Sunrise, FL 2001-2003

Customer Service Support

Handled all marketing plan information for participating providers and members. Achieved first call resolution and call monitoring skills. Successfully applied coaching skills in assisting team members with product and service information.

MIKE PERL, MD, Coral Springs, FL 1993-2001

Registered Medical Assistant

Provided general office assistance and handled accounting functions for a prominent internist. Educated patients on the use of medication and the importance of exercise, proper nutrition. assisted in minor surgery and administered blood draws.

MULTIPLE SCLEROSIS FOUNDATION, Ft Lauderdale, FL 1991-1993

Program Services Representative (Part time)

Handled incoming calls for the definition and prognosis of multiple sclerosis disease. Provided information to multiple sclerosis members regarding proper nutrition, exercise programs, and durable medical equipment. In addition, provided callers with information and results from the clinical trial studies for Multiple Sclerosis patients.

INDEPENDENT #218 HEALTH AND LIFE AGENT, State of Florida 1981 - Perpetual

Contracted with 3600 employee local hospital account for auto and homeowners’ insurance in South Florida. Represented Blue Cross/Blue Shield Major Medical and Managed Care Plans in South Florida, and wrote mass marketing reimbursement employer/employee enrollment accounts throughout the U.S.

Education

DM, Doctor of Management, Leadership and Organizational Management Degree

University of Phoenix (UOP), Phoenix, AZ; Dissertation published in ProQuest Library, UMI Dissertations Publishing, 2014, 3707398; Perceptions of administrators on stewardship and empowerment for telemarketing organizations in Southeastern United States

M.B.A., Global Technology Management, American InterContinental University (AIU), Weston, FL

B.S., Health Care Services (BSHCS), University of Phoenix (UOP), Plantation, FL

A.S., Medical Assisting, Keiser College, Fort Lauderdale, FL

Publications

Dissertation Published in ProQuest Library, 2014, 3707398

Edited and wrote a thirty (30) page paper entitled “Gangs” University of Phoenix COM/215

Professional Development

218 Health & Life Insurance Agent License, State of Florida

240 Health Insurance Agent License, State of Florida

219 Variable Annuity Agent License, State of Florida

Notary Public State of Florida (Active License)

Certified School Board of Broward County Substitute Teacher

Pre-nursing courses, OSHA, HIV, AIDS, Violence, CPR

United Health Group training courses (internal applications)

Accredited Claims Adjuster (ACA) Certificate of Completion Pre-Licensing

Qualification T320 Apprentice Public Adjuster All Lines

University of Phoenix Certified Advanced Facilitator

Special Matters Expert (SME) Grantham University

Memberships

The Academy of Management, Birmingham, AL., Volunteer Reviewer for author manuscript publications

Alumni Association Network (AAN); Vice President, Marketing & Research

National Association of Professional Women

Business & Professional Women

Woman 2 Woman Business Group (W2WB)

University of Phoenix (UOP) Alumni Association (mentoring students)

American InterContinental University Alumni Association

The Glass Hammer Women’s Network

Cambridge Who’s Who

USA Honor Society

The International Woman’s Leadership Association

LinkedIn Membership

Skills

Microsoft office: Word, Excel, PowerPoint, Microsoft Outlook, Microsoft SharePoint,

Proficiency in CRM, Outlook Express, Lotus Notes, Adobe, Angel, and Blackboard

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