Jo Anne R. Bryant **** Forest Hills Rd, Jacksonville, FL 32208 Cell Phone: 904-***-**** adq129@r.postjobfree.com

Objective: To obtain a position with a dynamic company that will allow for future growth and advancement.

Experiences:

CVS Health-Aetna, Client Services Specialist I - Health Concierge, 03/2021-04/29/22

Handled all inbound calls from: 3Ds; Altra; Boler; Briggs Stratton; Centerpoint; Core and Main; Corelle Brands (Instant Brands); CVS Aetna; Edgewell; Equity Residential; Hanes Brand, Inc; HillRom; Keolis Culture; Lurie Children’s Hospital; Marathon Oil; Medstar Health; Perkin Elmer; SPX FLOW; and TGNA employees and retirees

Enrolled employees into their Annual Enrollment, Open Enrollment, Special Enrollment, and New Hire Enrollment benefits

Enrolled employees into their Life Event enrollments

Instructed callers on how to upload documentation online into their employee files

Transferred calls to various vendors, as applicable

Created and sent cases to the Account Team for further research and assistance when needed

Notated all calls into the Unified Desktop System

Answered all questions using the Client Call Guides as a reference tool

De-escalated irate callers

MAXIMUS Federal CQA, 01/2020-07/2020

● Handled all inbound and outbound calls for the 2020 Census

● Answered all questions and notated all responses into the system

Hinduja Global Solutions CRS, 09/2019-01/2020

● Handled all incoming calls from Humana members for Annual Enrollment, Special Enrollment, and Open Enrollment

● Sent out Annual Notice Of Change documents

● Checked benefits for both Medical and Drug plans

● Changed Primary Care Physicians, as requested

● Updated addresses

● Used Specialty Software

● Notated/documented all calls

● Assisted with making Premium Payments

● Changed payment options for Premium Payments, as requested

● Transferred misrouted calls, as well as all other calls to their appropriate areas

Novitas Solutions/Florida Blue TSR, 07/2015-12/2015

● Handled all incoming calls from Providers re Patient's Medicare Pt B benefits.

● Researched and returned calls when applicable

● Used the CMS website to give accurate information

● Logged all calls

BTG, Inc/Florida Blue Customer Service Representative, 02/2014-05/2014

● Handled all incoming calls

● Logged all calls into system

● Researched and returned calls, when applicable

ARC Group, Inc./Florida Blue/New Directions, Jacksonville, FL Provider Data Services Representative, Business Analyst II, 01/2014-02/2014

● Updated all New Directions Provider information

● Entered all updated information onto New Directions Spreadsheet

● Assigned BCBSF #’s to newly registered Providers

● Handled all registrations, terminations, contracting, and maintenance information for the Provider

● Entered all updated information to an Excel Spreadsheet

Incepture/Florida Blue, Jacksonville, FL Pre-Medical Service Review Representative, 06/2013 - 01/2014

● Handled all inbound calls from Providers re Patient’s Accounts

● Reviewed Patient plans to determine if Pre-Authorizations were needed

● Assisted Providers in scheduling Pre-Authorizations for Patients

Administrative Support/Clerk E (OptaComp,), 1/2013-4/2013

● Provided general administrative support to departments by maintaining file information, records, and other data

● Provided administrative, and support functions to a team, and focused on servicing internal

customers that serviced providers and external customers

Administrative Legal Assistant, 10/2012-1/2013

● Answered, screened and redirected calls, and took messages (if applicable)

● Scheduled appointments, filed correspondence, and created Legal Binders

● Typed and mailed letters, as well as hand delivered mail to attorneys

Business Analyst II, 04/2012-10/2012

● Processed plan cancellations and product changes for all members.

● Entered and validated all data, including maintenance files into the Siebel, RBMS, ONYX and Oracle systems.

Kelly Services, Inc./Allstate, Jacksonville, FL Claims Customer Service Representative, 7/2010-3/2011

● Handled all inbound calls from Allstate policyholders regarding claim status

● Sent claims back to be reprocessed, if necessary

Convergys Corporation, Jacksonville, FL Customer Service Representative II, 6/2008-6/2010

● Handled all inbound calls from Bank of America customers regarding their credit card issues

● Educated customers regarding their bank statements, resent bank statements whenever applicable

● Educated them regarding their rates and transferred them to the retention department when applicable

● Transferred calls within the company to Barnes and Noble.com

● Handled all inbound calls from Barnes and Noble customers

● Placed online orders for customers, gave order statuses, changed ship to addresses

Notify MD, Jacksonville, FL Professional Service Representative, 08/ 2007-3/2008

● Handled all inbound calls from doctors, nurses, and patients

● Relayed all messages received to doctors and on-call doctors

● Paged messages to doctors and on-call doctors

● Took refill and new prescription requests from pharmacists for patients

● Took all phone messages from patients and relayed to nurses and on-call doctors

CitiStreet, Jacksonville, FL Professional Service Representative, 12/2005-10/2007

● Handled all inbound calls from Sears, Nestle, Boeing, and Waste Management participants.

● Opened Kana and Research cases when applicable

● Changed participant's contributions, and investment elections when requested.

● Enrolled participants into the 401 (k) Savings Plans.

● Performed Reallocations, Fund Transfers, withdrawals, rollovers, and current and future Investment elections.

Aetna, Jacksonville, FL Customer Service Professional, 9/2003-10/2004

● Handled all inbound calls from medical providers concerning member's health insurance.

● Explained claims information to providers and returned all incorrectly processed claims back to claims reprocessing area for corrections and payment.

Systems Used: Siebel, CMCA, CMSA. Prior Authorization Tool, Clinical Portal, CTI (telephony) Prime Therapeutics, RBMS, Pre-Service Medical Review Toolkit, ICB, NPPS, and NPI (Provider Search Tool), PIP, Convergence X, Diamond, Quest, NPPES, DOH, NST, and DMT

Education: Bronx Community College, Bronx, NY Major: Elementary Education/Paralegal, 1992-1994 Typing 50-60 wpm; Ten Key; Microsoft Suite

References : Available upon request

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