Customer Service Insurance
Resume:
Christine E. O’Sullivan
Roslindale, MA 02131 Chrissy.O’********@*******.***
Career Profile
Experienced analyst specializing in business operations with a flexible attitude and ability to adapt, on demand, to various circumstances. Effective team player, who can be relied upon by team members to complete assigned duties in a timely manner. Capable of coordinating a streamlined work process to guarantee daily deadlines are met, support weekly/monthly targets and promotes the collective goal. Demonstrates the ability to be detailed oriented and focused, yet organized, while proceeding with daily responsibilities. Well versed in all Microsoft programs, among others, able to shift between multiple business programs to locate imperative data, organize into an understandable format, analyze findings and initiate changes required to rectify any known errors. Able to employ customer service-oriented approach when addressing clients.
Technical Skills
Standard Software: Microsoft Office, including Word, Outlook, Power-Point, excel, Access, E-Reinsure, SPSS. Various Internet & Email Applications s
Professional Software: DCB/Rumba Mainframe Displays, SCI, OneClaim, E-Surplus, PPS, GAIN, CRM
Professional Experience
Covid-19 Community Tracing Collaborative at PIH (Partners In Health) 2020—Present
Boston, MA
Case Investigator/Contact Tracer
Uphold every interaction with the respect & empathy that should be afforded to every human being confronting a difficult medical diagnosis
Contact patients newly diagnosed with Covid-19 to obtain data on recent movements and personal interactions for purpose of Contact Tracing
Call all individuals who may have recently been exposed to COVID-19, encourage them to quarantine, and refer them for testing
Uphold every interaction with the respect & empathy that should be afforded to every human being confronting a difficult medical diagnosis
Provide guidance on available resources to assist with quarantining and refer more complicated cases to coordinators for additional assistance, if necessary
Record all data obtained into the CRM immediately, so that it can be uploaded into MAVEN and available, to Massachusetts DPH, the following morning
The Home Depot 2018—2020
West Roxbury, MA
CSA – Customer Service Associate
Assist Customers, Contractors and Vendors with daily operations
Evaluate and triage any and all complaints and operational issues with the goal of resolving prior to management involvement
AIG 2011—2015
Boston, MA
Claims Operations Analyst
Analyzed all aspects of claim coding and comparison to the coding of the applicable policy, to determine and rectify errors inhibiting claim payments from processing
Evaluated various premium systems & rectified discrepancies to assist data flow between company programs
Validated the responsibility of each participating reinsurer contracted to a policy
Confirmed accuracy of reinsurance data, on the claims side, to guarantee individual reinsurers were properly billed for losses
HealthDrive 2010—2011
Newton, MA
Insurance Verification Specialist
Verified new patient insurance coverage and eligibility for provider services
Contacted health insurers prior to patient visits in order to predetermine eligibility and receive insurance confirmation of coverage
Investigated Explanation of Benefits, from various health insurers, when payment denied
SurgiCare, Inc. 2009—2010
Waltham, MA
Reimbursement Specialist
Coordinated billing services by communication with patients, insurance companies and providers to confirm client insurance documentation, eligibility and coverage
Communicated standard billing practice to customers including individualized explanation of coinsurance/deductible
On the spot customer service provided with immediate decision-making capability in order to ensure client positive experience
Education
Bridgewater State University — Bridgewater, MA
Bachelors of Art in Political Science – Concentration in American Politics
Foxborough High School — Foxboro, MA
High School Diploma
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