Customer Service Delivery Specialist

STEPHENIE OWEN

! **** Northeast *th Lane, Ankeny, Iowa 50021 515-***-**** **********@*****.***

AREAS OF FOCUS: BENEFITS ADMINISTRATION/ACCOUNT MANAGEMENT INDUSTRY OF PREFERENCE: HEALTH CARE/PHARMACY

QUALIFICATIONS PROFILE

Dedicated, detail-oriented, and client-focused professional offering wide-ranging experience benefits and third-party administration, project management, and medical insurance claims oversight; backed by leading and mentoring teams and individuals to enhance performance and obtain organizational objectives. Armed with in-depth knowledge of International Classification of Diseases, Ninth Revision (ICD-9), Current Procedural Terminology Intravenous Therapy (CPT IV), and WHODrug coding. Equipped with exceptional communication and interpersonal aptitudes in building strong rapport with colleagues and individuals with diverse cultures and backgrounds. Proficient with Microsoft Office Suite (Word, Excel, and PowerPoint).

PROFESSIONAL EXPERIENCE

B

IOWA TOTAL CARE DES MOINES, IA

Claims Liaison I Dec 2019–Present

Customer Service and Cross-functional Collaboration

Acted as focal point of contact among plan, claims, and providers including multiple departments, responsible for identifying and resolving claims issues

Worked closely with the Claims Department in pricing pended claims correctly Risk Mitigation and Rapid Conflict Resolution

Steer efforts in auditing check run as well as sending claims with the Claims Department for correction

Determine system changes and work while notifying the plan CIA manager to guarantee proper execution

Fulfilled various key tasks, such as documenting, tracking, and solving overall plan providers claims projects = MERCER HEALTH AND BENEFITS ADMINISTRATION URBANDALE, IA Service Delivery Specialist Feb 2016–Dec 2019

Customer Service

Served as the Mercer representative in charge of overseeing service relationships

Coordinated with clients regarding user interface systems and census data loads

Functioned as liaison between client and the Delivery Team ensuring utmost customer satisfaction

Established continuous plans for each client to attain business retention and customer satisfaction Operational Streamlining

Closely monitored system issues and provided effectual and prompt solution

Made use of various tools in setting up client's healthcare and group benefits database, defining data fields, importing data, designing screens, and developing queries and reports

Guaranteed client and carrier and Mercer success by proactively participating and leading conferences as well as client and interdepartmental meetings

Team Leader Oct 2013–Feb 2015

Customer Service and Cross-functional Collaboration

Collaborate with client management with the implementation new clients, mediating escalations, while ensuring quality service

Improved departmental operations in coordination with the management Staff Supervision

Provided keen supervision to a team of 33 customer service representatives and temporary staff

Facilitated existing coaching initiatives by analyzing report to ensure the attainment of goals Regulatory Compliance

Observed strict compliance with carrier regulations and guidelines in collaboration with internal departments and carriers Growth and Development Impacts

Met organizational goals and client satisfaction by effectively motivating colleagues

Ensured the obtainment of goals by developing action plans MERCER HEALTH AND BENEFITS ADMINISTRATION URBANDALE, IA Pharmacist May 2006–Apr 2011

Medication Administration

Held responsibility in dispensing appropriate medications in a timely manner

Guaranteed proper medication therapies regarding patient and disease parameters and other factors

Worked on precise drug information to patients, physicians, nursing, and other ancillary departments

Adeptly managed and observed technicians in preparing medications Cross-functional Collaboration

Cultivated solid rapport with physician, hospital staff, patients, and public Regulatory Compliance

Observed strict adherence to pharmacy policies and procedures as well as federal drug and state laws EARLIER EDUCATION AND CREDENTIALS

Doctor of Pharmacy (PharmD) University of Iowa,

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