Customer Service Rep

VICTORIA MAGDALENA CLARK

*** ******** *** *********** *** 30281 PH: 404-***-****

******@*****.***

Objective: To find a position where I can utilize my skills and experience.

Experience:

Bilingual Benefits Analyst

10/04/2020 to Present – Aerotek Staffing

Processing password resets.

Open Enrollment

Dependent Verifications

Quality Life Events

Bilingual Scheduling Rep

09/25/2019 to 07/08/2020 – Jackson Hewitt -WFH

Scheduled appointments for tax clients

Bilingual Scheduling Rep

020/03/2019- 09/01/2019 Grady Health Systems – Atlanta Ga

Verified insurance

Scheduled appointments for primary care and specialty care

Updated patients’ demographics

Register new patients in epic

Password reset for My Chart

Bilingual Patient Access Rep

05/21/18 to 01/18/19 Present Children’s Healthcare of Atlanta – Atlanta Ga

Processed payments and located missing payments

Verified insurance

Scheduled appointments

Updated patients’ demographics

Customer Service Rep II

10/6/2017 – 05/18/2018 - Broad Path Healthcare Solutions -Work from home

Respond to calls from members and providers concerning healthcare coverage, claims and taking payments.

Payroll

Billing

Membership Administrator

8/14/2016 – July 28/2017 – Institute of Industrial $ Systems Engineers – Norcross, Ga

● Liaison with IISE’s Technical Societies and Divisions, including working with the leadership to ensure they are aligned with IIE’s overall strategic plan.

● Provide administrative support to IISE’s Technical Societies and Divisions including supporting membership recruitment and retention efforts, publishing volunteer-written newsletters using Constant Contact, updating websites using a content management system, elections, meeting minutes, etc.

● Supporting volunteer use of collaborative tools like Dropbox, Meeting Wizard, GoToMeeting, conference call support, etc. including seeking out and deploying new

tools as needed to support growth.

Bilingual Customer Service Rep II /SME

10/06/2013 – 11/10/2015- Morneau Shepell- Atlanta, Ga

● Respond to inbound calls from clients, employees and vendors concerning HMO, PPO

and POS questions and or plan questions.

● Processing password resets.

● Liaises with client’s representatives, internal; consultants and administrators

● Insurance and financial company representatives.

● Complete call logs follow up as required.

● Other task or special projects as required.

● Accept warm transfer calls from MSR on escalated calls.

● Responsible for researching and resolving complaints to ensure customer retention and satisfaction.

● Responsible for reviewing and sending updated carrier file information to vendor partners.

● Performing dependent related updates to policy.

● Respond to mid-level billing concerns.

● Processing and reviewing termination and effective date changes request.

● Claims and appeals.

● Helpdesk

● Reviewing ICD-9 codes.

Bilingual Customer Service Rep II

05/16/2011 – 08/30/2013 - Delta Dental Insurance – Alpharetta, Ga

● Respond to complex telephone, electronic and written inquiries from dental/vision professional, groups, subscribers and brokers.

● Expediently accesses reference materials to analyze and determine appropriate responses to telephone, electronic and written inquires.

● Communicate eligibility.

● Benefits and claims status, policies and procedures.

● Document each customer encounter and resolution in the appropriate computer tracking systems and adjusting systems discrepancies.

● Identify and report computer discrepancies.

● Accurately completes online/hardcopy forms and route to the appropriate department.

● Process claims.

● Track follows-ups and ensure that issues are resolved within standards.

● Provides support to other departments.

Customer Service Manager

0/02/2009 -03/31/2011 – C&C Trading Post Corp – Bethlehem, Pa

● Managed office with staff of 4 employees.

● Customer service / in person and on phone.

Receptionist / Marketing / PT

06/30/2009 -11/08/2010 – Saucon Valley Manor Assisted Living – Hellertown, PA

● Answer and direct incoming calls.

● Sort out incoming mail for residents.

● Compose Staff memos.

● Conduct marketing tours for potential residents.

● Data entry

● Greet residents and their quest upon and leaving facility.

● Client services and administrative support.

Lead Organizer/Vita Site Coordinator

09/05/2003 – 07/30/2009 – Lehigh Valley Acorn – Allentown, Pa

● Organize community projects.

● Hired and train new employees.

● Payroll

● Manage office and made out weekly employee’s schedules.

● Translator.

Education

● Sarah. J Hale High School – 1984 - Brooklyn NY

● S.U.N.Y @ New Paltz –1984 – 1986

● Colorado Technical University -- Associate of Science in Health Administration Services - 2018

Skills/Qualification

● MS Office, Word, Excel, PowerPoint, Outlook, CMS, Citrix, Epic, SharePoint, Constant Contact, Drobox, Trax, SmartBen,

● Fluent in Spanish and English

● Excellent Communication Skills

● Strong Customer Service Background

● History of Leadership and Teamwork

Contact this candidate