Customer Service Support Analyst

Bonnie Decker

***** * ********* ** ********, AZ, 85139 ***********@*****.*** 520-***-****

Qualifications Summary

Highly personable Health Services Navigator with over 11 years’ experience in care management/utilization review/prior authorization departments Over twenty years of experience in account management, claims and sales processing, and call-center operations within the transportation, and customer service industries.

Talent for identifying customer needs and presenting appropriate service offerings.

Expertise in resolving escalated member issues.

Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint®, and Microsoft Outlook®).

Professional Experience

Banner Health -Mesa, AZ

Health Services Navigator (April 2017 to Current)

Business Support Analyst (June 2011 to April 2017)

Audit documents, forms or invoices for appropriateness. Initiates corrective action as appropriate.

Corresponds with customers, patients or vendors using defined formats and procedures, via verbal, electronic and written communications.

Review and assess documents and medical records. Assign members to appropriate staff to that will meet the specific needs of member resulting in optimal management of their medical care.

As assigned, prepares, collates, and distributes various reports in a timely and accurate manner. May complete or handle recurring department projects or one-time projects, as directed by supervisor. Maintains records and/or files for assigned area.

Provides secretarial and clerical support for Ambulatory Case Management which includes; composing correspondence, maintaining\ordering office supplies. Answering phone calls, making appointments, coordinating meetings\travel arrangements, maintaining files, making copies, scanning, sending faxes, input and maintain data in computer systems using discretion when data is confidential.

Use various computer software programs such as Microsoft Office, Super User for Active Health, Allscripts, OnBase,

Impact, and Fortis, BHN Member Portal, NextGen, Centricity, and Cerner. Act as receptionist to greet and direct visitors/patients, answer incoming calls, relay messages. Participate in the hiring process of new staff, including training. Prioritize, enter and approve prior authorizations for Banner MediSun/BCBS of Arizona Advantage.

Work closely with Senior Directors and Directors of various departments.

DISH Network Service – Auburn Hills, MI / Phoenix, AZ

Dispatch Specialist I (March 2009 to February 2011)

Serve as Dispatch Specialist for an innovative industry leader in the television programming and services industry.

Receive, record, and distribute work orders to service crews locally and/or nationally, upon customers' request for service. Collaborate with area Managers to create strategic plans to enhance customer satisfaction. Track and communicate with crews to make sure they are on target with installation goals for the day. Work closely with other departments to promote sales, clarify information, and distribute reports. Update tracking grid to keep department apprised of current customer/crew statuses. Keep detailed records of service calls and work orders.

AMA Transportation/Pontiac Cabs - Pontiac, MI

Dispatch Specialist/Dispatch Manger (May 2001-May 2009)

Serve as Dispatch Specialist, and promoted to Dispatch Manger in a fast paced transportation industry.

Receive, record, and distribute requests for transportation locally and/or regionally, upon customers' request for service. Investigated and resolved customer concerns in collaboration with respective agency and other departments. Interfaced with customers and clients to identify needs, answer questions, and facilitate sales. Coached and mentored new employees in customer-service processes and company policies. Responsible for accounts receivable processes.

Accu-Read- Sylvan Lake, MI

Customer Field Representative (August 1999-May 2001)

Serve as Customer Field Representative for a major utility company.

Receive and record account information in hand held devices locally and/or regionally. Monitor and maintain customer accounts on monthly basis to facilitate accounts receivable. Provide customer service support to include meter installations, removal, meter reading, high bill investigation and collection, and other functions related to the maintenance of customer accounts.

Education and Training

Associates of Arts in Medical Administration ● University of Phoenix (Current)

Associates of Arts in Business Administration Kaplan University (August 2009-May 2011)

References

Available Upon Request

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