Customer Service Medical

ELIZABETH MCKINNEY

Osceola, IA adgo32@r.postjobfree.com 515-***-****

Key Skills – Customer Service, Teambuilding, Communication, Problem Solving, Organization

Microsoft Office – Word, Excel, PowerPoint, Outlook

System Knowledge – Microsoft Windows, Mac, AS 400

Industry Knowledge – Life (Term, Whole, GUL, IUL), Annuity, Structured Settlements

EXPERIENCE

Athene Annuity & Life Company – West Des Moines, IA

Customer Service Representative 11/2019 – 08/2020

Receive and process incoming telephone requests from agents, policy owners, and third parties

Effectively articulate to clients’ needs through actively listening and educating the client on updated policies and procedures while tailoring a solution to each clients inquiry.

Global Atlantic Financial Group (Contractor- Palmer Group) – Des Moines, IA

Research Analyst 11/2018 – 09/2019

Responsible for handling life post-issue service-related escalation requests received via the Internal/External Sales Team, Business Relationship Managers, Senior Leaders, and GAFG employees

Accountable for end to end resolution and timely responses

Performed outreach to life advisors on as needed basis

Partnered and consulted with other teams within Global Atlantic and TPA to resolve issues and respond to inquiries in a timely manner; these areas include Legal, Compliance and Product teams

Partnered with TPA on researching and resolving service and operational escalated requests

Follow through to ensure requests are resolved and closed within appropriate timeframes

Created and maintained excellent working relationships with operations TPA, Internal/External Sales Teams, and key operational stakeholders

Provided feedback as needed on service issues and improvements. Helped identify any gaps in training or communication surrounding our products and processes.

Complaint Analyst 05/2019 – 08/2019

Reviewed, researched and responded to consumer, Better Business Bureau, Attorney General and Regulatory complaints in a timely manner

Maintained a professional, balanced and fair approach in communications with customers, agents and internal business partners

Communicated with consumer throughout the complaint process to ensure satisfaction of resolution

Associated Ophthalmologists, P.C. – Des Moines, IA

Surgical Patient Administrator/Technician l 2/2017 – 9/2018

Performed front desk functions to include answering phones, patient scheduling, verifying insurance, and collecting payments for services

Prepared, organized, and maintained patient medical records

Entered data accurately for patient visits and charges

Administered diagnostic tests (Visual Fields, OCT, Fundus Photo, Endothelial Cell Count)

Scheduled surgery patients (cataract, Lasik, SLT, LPI, YAG) as well as all other routine patients

BioLife Plasma Services – Ankeny, IA

Senior Plasma Center Technician l 12/2016 – 1/2017

Performed venipuncture of donors and programming of plasmapheresis machine

Took and recorded donor pulse, blood pressure, and temperature measures and monitor electronic donor questionnaire system

Performed finger stick, test sample, and record other donor measures

Monitored donors during donation process and manage donor reactions

Performed all duties required for the setup, verification, operation, and troubleshooting of plasmapheresis machine equipment per SOP and scope of training

Entered donor information into the Donor Information System (DIS)

Complied with federal, state, local and company-specific regulations related to quality of product, employee and donor safety, and to the proper performance of day-to-day activities

Commited to meet customer service expectations

Athene Annuity & Life Company (Aviva USA) – West Des Moines, IA

Customer Service Representative 9/2013 – 12/2015

Received and processed incoming telephone requests from agents, policy owners, and third parties

Provided back up for Helpline (resource for employees with questions on products and systems)

Assisted with escalated phone calls

Assisted with training new employees

Supported the Processing Team with backlog

Provided assistance to Team Lead and Manager for projects during transition

City of West Des Moines – West Des Moines, IA

Public Safety Dispatcher 1/2007 – 10/2012

Backup Supervisor (Team of 3-6 dispatcher 2009-2012)

Quality Assurance for emergency medical calls (2009-2012)

Received and responded to a variety of emergency and non-emergency services and complaints

Determined and assigned the level of priority of the call and entered the data into a computer-aided dispatch system

Performed emergency medical dispatch and crisis intervention services

Provided pre-arrival instructions for emergency medical calls

Asked questions to interpret, analyze, and anticipate the caller’s situation as to resolve problems, provide information, dispatch emergency services, or refer callers to other agencies.

EDUCATION

Des Moines Area Community College – Ankeny, IA

Associate Degree in General Studies (May 2009)

Certificate in Medical Coding/Insurance (May 2016)

Medical Office Specialist Diploma (May 2017)

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