Care Representative Customer Service

Suzanne Strausser

**** ********* ******, ******* ** 23513 757-***-**** *********@*****.***

QUALIFICATIONS SUMMARY

Highly personable customer service professional with over twenty years of experience in call center operations within the insurance industry. Talent for identifying customer needs and presenting appropriate company products and services, resolving escalated customer service issues with a demonstrated ability to gain customer trust and provide exceptional follow-up services. Proficient in Microsoft Office Systems, Customer Care and Conflict Resolution. Possesses a Positive Attitude.

PROFESSIONAL EXPERIENCE

School Crossing Guard - Norfolk Police Department, Norfolk VA 5/2018 to 9/2019

●Directed and escorted pedestrians across streets, stopping traffic as necessary.

●Monitored traffic flow to locate safe gaps through which pedestrians can cross streets.

●Communicated traffic and crossing rules and other information to students and adults.

Caregiver/Case Manager - Ken and Daisy Fisher, Norfolk, VA 8/2016 to 4/2017

●-Provided transportation to and from medical appointments, sat with patient during chemo-therapy

●-Filled out and filed paperwork for disability and death benefits.

●-Coordinated social worker, chaplain, nurse and family visits funeral

●-Went to food bank, churches and pantries to provide food and prayer coverage

●-Picked up and dispensed medication and personal care as needed

●-Provided respite care when husband not able to be there due to his work

Customer Care Representative - Amerigroup Anthem Virginia Beach VA 1/2003 to 8/2016

●Provided assistance to members, providers and billing agencies

●Followed department policies, provided information to customers, recommended solutions

●Reviewed and communicated payment disputes and medical appeals guidelines and status

●Maintained accurate documentation for compliance with departmental and governmental standards

Beneficiary Representative – Tricare Service Center, Portsmouth VA 04/1995 to 10/2002

●Set, verified and cancelled appointments for military personnel and their dependents,

●Verified benefits, options of care, enrollment and selection of primary care providers

●Explained claims and disbursements initiated and processed authorizations for certain procedures

●Assisted in training new personnel; Maintained logs of phone and computer issues, Maintained manuals.

●Aided in selection of specialty in-network providers Released resources available to members

EDUCATION

Computer Science AA Degree - Commonwealth College Norfolk VA

Liberal Arts AA Degree - Burlington County Community College New Lisbon NJ

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