Customer Service Insurance Analyst
Resume:
Union Grove, WI *****
Phone: 262-***-****: ***.********@*****.***
Kimberly Engel
Summary
Motivated and skilled individual with working knowledge in LMS systems, administrative, recruiting, and pharmaceutical fields seeking a training and development position where crafting and managing effective programs will improve employee performance and lead to mutual success and achievement.
Work Experience
October 8th 2020 -Current – Coordinator, Training
Manages tasks related to all AEI business teams with onboarding, off-boarding, and personnel update activities.
Supports LMS training needs for AEI as an administrator.
Supports the organization’s overall compliance and security efforts and assists with quarterly audits.
Reports weekly and monthly statistics of LMS trainings for AEI agents to leadership team.
Partners with Business Technology System to ensure appropriate access is granted or removed for AEI members per role matrix.
Partners with agency (Total Talent) and AEI leadership to assist with preboarding and initial onboarding of remote and onsite new hires.
Trains newly hired training specialists on related activities.
April 29, 2020 – October 8th, 2020- Job Share-Training Coordinator
Supported the Quality and Training Organization as Training Coordinator. In this role, responsible for tasks associated with onboarding, off-boarding, personnel updates, compliance training and supporting the organization’s overall compliance and security efforts.
October 6th, 2014 – April 29th, 2020- Lead, Insurance Analyst
Supports leadership by taking ownership of Insurance Specialist specific projects, as assigned.
Managed copay card escalations that involve documentation, presentation, and communication with managers to supply resolution to the customer.
Monitored call queue volume and aided with inbound calls as needed. Notified leadership of staffing adjustments to support service level goals.
Subject Matter Expert for departmental work instruction documents as well as the revisal and submittal.
Lodge customer complaints into the SharePoint database and update written investigations with significant findings that were then reported to management personnel.
Evaluate issues with customer experience and communicate effectively to supply resolution and report this communication to the QA department to help improve overall customer service.
Primary contact for Pharmacy Solution’s training department to supply support for training curriculum in the functional area.
Create and communicate daily workload with management and team members daily from Workforce Management Data.
April 26, 2010-October 6th, 2014, Insurance Analyst
Interpret medical and prescription claim information.
Communicate and collaborate with Abbott Patient Assistance Foundation, LiveOps group, Nursing Services, copay card processor, and external pharmacies to aid patients with financial responsibilities, and quantity limits, and other available services.
Serves as certified side-by-side trainer for Insurance Analyst new hires.
Supplies feedback/recommendations for process improvements, workflows and working instruction updates and changes.
Abbott Health Systems Division (Corporate Customer Service)
November 1998 – July 2003
Senior Customer Service Representative
Managed a high volume of customer calls, up to 200 calls on a basis, for Abbott Hospital and Nutrition products.
Primary trainer for new customer service representatives.
Worked with shipping department to hasten solutions for expired product issues and incorrectly shipped items, troubleshooting all challenges until a satisfactory solution was reached.
Also took part in the following training and process improvement classes:
Leadership, Ways We Work, Service Essentials, Change Management, Kaizen,
Advanced ComplianceWire
Graduated from Gateway Technical College 1993
Attended McHenry County College 1997-1998 Childhood Education and Spanish
Licensed Certified Pharmacy Technician
Attending Herzing for Bachelor of Human Resources Management
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