Virginia Wilhelmi

734-***-**** adtuwy@r.postjobfree.com linkedin.com/in/virginia-wilhelmi-57647738/

A sharp focus on customer experience has proven time and again to be the key to my success. To deliver results across an organization, I always encourage my team to keep the end user perspective at the top of mind.

Core Skills

• Customer Service

• Process Management

• Process Improvement

• Metric Tracking

• KPI Analysis

• Employee Training

• Facility Management

• Document Triage

• Quality Assurance

• MS Word

• MS Excel

• MS PowerPoint

Professional Experience

Virginia Wilhelmi

734-***-****

0

Virginia Wilhelmi

734-***-****

0

Blue Cross Blue Shield · Oct 2018 - Present · Richardson, TX

This position has blended responsibilities for Case Management and Utilization Management. The CM HC's are responsible for member inbound and outreach to educate member about the program and connect with a clinician. Utilization Management HC's are responsible for routing requests to appropriate homepages and clinicians. They also conduct research, perform data entry, call facilities for discharge dates, respond to inquiries from members, triage cases per workflow, and support the clinicians in the Medical Management department with their provider and member activities. April 2020 additional training Drug List Management 101, Pharmacy Benefit Management Competitive Landscape 101, Pharmacy Benefit Management 101,Pricing 101.

ginia Wilhelmi

734-***-****

0

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Virginia Wilhelmi

734-***-****

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PROVIDER BENEFIT EXPERT MERIDIAN HEALTHCARE // 2018-6/2018

To meet the challenge of resolving customer issues on the first call, I’ve sharpened my skills at customer empathy, establish true need by active listening, and providing multiple options of resolution. From start to finish, I strive to make every outreach a positive one for the customer:

• Call satisfaction - Seeing KPIs trend downward, I reached out to the training team, initiated a project, and acted as subject matter expert resulting in a 20% boost on call satisfaction over 3 months.

BILLING COORDINATOR OAKLAND HOME CARE // 2016-2018

As the link between patients and health insurance, I saw customers at their most vulnerable. I took great satisfaction helping them navigating the complex and intimidating system of healthcare claims.

PROCEDURE SCHEDULER ASSOCIATES INTERNAL MEDICAL // 2012-2016 Working face-to-face with customers allowed me to connect with their individual needs and help match their treatment needs with the available resources at three hospitals and dozens of offices.

Education

Henry Ford Community College, Dearborn MI — Associates in Business 2011

Medical Practice/Facility Business Management