Carla Craft

*** ******** ****

Killeen, TX *****

cell 254-***-****

Email: adplxn@r.postjobfree.com

OBJECTIVE

To obtain a challenging position utilizing my communication skills, computer skills and experience, to learn new skills and assist the company’s efficiency, productivity and profits.

PROFESSIONAL STRENGTHS

Inbound call center agent, switchboard Operator, Public Office/ Front Desk Reception, PositiveAttitude, Team Player, Works well with others, Good Conversation/Telephone Skills.

EXPERIENCE

Ttec

Unitedhealth Care Temple, TX: 03/20 to 07/21

-Receive inbound calls from plan members for medical benefits, balance billing, Rx benefits for medicare and medicaid.

Pharmacy Help Desk Agent Temple, TX: 11/18-03/20

-Receive inbound calls from pharmacies or doctors to assist with overrides for rejected claims if plan allows.

GC Service Copperas Cove TX: 04/18-10/18

Account Agent Collections

-Received inbound calls, worked outbound dialer and aged accounts. Processed payments,

answered loan questions and transferred calls from swithboard.

Georgetown Medical Clinic Georgetown, TX: 10/17-11/17

Medical Office Specialist

-Received inbound calls, scheduled appointments, sent drug refills, callbacks to nurses

or doctors and transferred calls to other departments.

Massage Therapy Killeen, Temple: 02/03-03/20

LMT #035112

-Perform Swedish massage, use aromatherapy and the application of essential oils to aid

relaxation, stress and pain relief.

Smile Doctors Temple, TX: 12/15-09/16

Custormer Service Advocate

-Received inbound calls from patients or doctors made appointments, processed payments and

fulfilled records requests.

Scott and White Health Plan Temple, TX: 01/12-12/15

Customer Service Advocate

-Received inbound calls from members, doctors or other insurance gave benefits and fullfilled

material requests. Reviewed/explained claims, worked denials, sent for correction/

resubmission. Assisted training new hires and completed all management special projects.

Medical Office Management Inc, Killeen, TX: 02/09-09/10 and 12/10-09/11

Front Office

-Received/routed calls to departments via a 24-line PBX phone system also forwarded voicemail to

proper department. Prepped charge batches, exported batches to charge posters. Scanned,

maintained and destroyed records.

Medical Payment Poster

-Sorted, distributed, opened mail and posted monies in each doctor’s database. Prepared daily deposit of monies. Worked as a team to assure that all work was completed daily. Prepared daily, weekly and monthly reports, Maintained private files for each doctor, weekly and monthly postings.

-Received telephone credit card payments from patients. Made copies of posted batches, scanned

and exported to charge posters.

Charge poster/Billing/Insurance

-Posted charges from superbills. Worked aging and denied claims, made corrections and

resubmitted claims for processing and payment.

Aegis Corp Killeen, TX: 09/10-12/10

Customer Care Agent

-Received inbound calls, assisted members with Medicare part D plan, explained premium and

drug copay amounts, checked drug coverage.

-Took new enrollments, region changes, plan changes and disenrollment. Explained details of

benefits and coordination of benefits.

Sprint/Nextel Temple: 02/01-10/08

Collections Rep / Draftsman

(7 years w/ Nextel & 16 years bridged time w/ Sprint/Centel Telephone Co)

-Received inbound calls, processed payments, payment arrangements.

-Filled in as acting floor supervisor and lead representative, assisted representatives and

customers, assisted new hire training and completed special projects assigned by supervisors and

managers. Gained experience in customer service, collections, sales, service orders, service order

entry, repair, testing and dispatch department and switchboard multi-line operator.

-At Centel Telephone Company, I drew construction plans for installation projects. Ran blueprint

for engineers. Maintained and posted completed construction job changes to permanent cable

records.

Colonial Commercial Property Mgment Harker Heights, TX: 08/99-2/01

Property Manager Assistant

-Managed front office customers, contractors, agents and operated multi-line phone system.

Assisted management of 400 properties, maintenance, repairs, scheduled or performed inspections

and managed utilities.

-Maintained and updated website of office list of property information and maintained records.

AWARDS

Nextel/Nextel Sprint: Customer commendations and years of service awards.

Scott and White: Customer commendation and years of service rewards.

ACTIVITIES

Awarded and inducted into Phi Theta Kappa at Central Texas College.

EDUCATION

Associate Drafting Degree

Central Texas College, Killeen, TX, August 1985

LICENSED MASSAGE THERAPIST (LMT#035112)

Smith Institute of Massage Therapy, Killeen, TX, February 2003-March 2020

*References available upon request

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