ANNA PHAN

**** *. ***** ***. ******, California *3711, Phone: 312-***-****, Email: adpsww@r.postjobfree.com

High energy service professional who is a dependable, self-starter, ready to hit the ground running!

OBJECTIVE

To secure a position that enables me to display my leadership and communication skills in a fast paced environment.

EDUCATION

Northern Illinois University - DeKalb, IL Dec. 2001, Bachelor of Arts Degree: Journalism

Minor in Communications Studies; RadioWorks Broadcasting Intern Rockford, IL May 1996

PROFESSIONAL SKILLS AND ASSOCIATIONS

Fluent in Vietnamese.

Strong customer service, team player, fast learner, organized, and multi-dynamic employee.

MS Office proficient, data entry, use sort/filter options, and versed in many proprietary systems.

Association for Women in Communications, Inc.

Schedule guest speakers for meetings, attend professional development workshops.

Collaborate by creating content, developing page layouts for member’s newsletters.

PROFESSIONAL EXPERIENCE

Optum, Downers Grove, IL, June 2021-Current Clinical Administrative Coordinator

Receives and documents telephonic and electronic requests from Primary Care Physician, Specialists, and Members.

Complete Provider and Member verbal notification of prior authorization approval decisions utilizing ICUE documentation, in accordance with accreditation, regulatory and privacy requirements.

Functions as a resource to physicians/provider offices and members regarding process questions and education on Health Plan authorization submission requirements.

OptumRx, Downers Grove, IL, September 2017-2021 Member Service Representative

Answer ACD calls about pharmacy benefits for several different types of clients, while providing an excellent customer experience to members, providers, healthcare staff, and client contacts.

Refill medications, educate on benefits, assist pharmacies process claims, resolve problems.

Resolve issues using FCR protocols, NPS/VOC programs to multitask between proprietary systems.

Exceed performance and quality required metrics to receive quarterly bonuses throughout the year.

oTechnology Profile: Microsoft Office, Navigator/RxClaim/IRIS all integrated into a VoIP VCC Application.

Conduent Corp, Bolingbrook, IL, October 2016-August 2017 Workforce Management Adherence Clerk

Work with agents on long calls and long hold times and coded out exceptions.

Drive business by ensuring average handle time is managed and controlled using site chats keeping Supervisors and Operations Managers aware of long calls and help manage behaviors and activities.

oTechnology Profile: Microsoft Office, TOPS, NICE Quality, Interaction Client, and Aspect Empower.

Xerox /Apple Inc., Bolingbrook, IL, January 2015-October 2016 Customer Care Advisor

Answer nationwide ACD calls regarding Apple equipment, warranty, and resolve plan problems.

Promoted to Team Lead and helped to present huddle topics, coach and develop quality, research/resolve inquiries.

oTechnology Profile: Microsoft Office, TOPS, NICE Quality, Interaction Client, and Aspect Empower.

DeVry Education Group, Naperville, IL, April 2013-October 2013 Student Services Representative

Advise students on courses, withdrawal consequences, provide guidance regarding financial issues.

oTechnology Profile: Microsoft Office, DeVry proprietary systems, FAFSA/Government Database.

Facelogic Spa, South Barrington, IL, November 2008-June 2012 Spa Director

Create correspondence, perform data entry and used Excel for inventory and sales spreadsheets.

Maintain schedule of corporate trainings for new hires, perform staff onboarding.

oTechnology Profile: Microsoft Office, POS/BCS, filing, and PHI handling.

REFERENCES

Available upon request.

Contact this candidate