Representative Inbound Administrative Assistant
Resume:
Rebecca Saenz
San Antonio, Texas 78251
************@*****.***
OBJECTIVE:
I am an organized, patient, and customer service driven individual seeking an opportunity to be employed as a customer service representative, I will apply my expert knowledge and customer service skills to the position in which I am applying for.
I am seeking a position with advancement opportunities; I am confident that my acquired skills and experience can contribute to the success of your organization.
SUMMARY OF SKILLS:
•Excellent organizational and people skills
•25+ years' experience customer service
•Skilled in Verint, Peoplesafe, Care Portal, Interactive Intelligence, five9, eClinical Works, MS Office, MS Excel, MS PowerPoint, Microsoft Outlook, Microsoft OneNote, Microsoft OneDrive, Microsoft Word, Microsoft Publisher, Microsoft Teams, Microsoft Access, Microsoft Project Professional, Skype
•HIPAA and OSHA trained
•CPR trained & certified
EMPLOYMENT HISTORY:
Centene Corporation San Antonio
CSR II representative/Ambassador/Mentor
On site until 03/2020 then remote work from home.
12/2019 - 11/2021
Educate members and/or providers on health plan initiatives. Reference current materials to answer escalated and complex inquiries from members and providers regarding claims, eligibility, covered benefits and authorization status matters.
Provided assistance to members and providers regarding website registration and navigation to avoid escalated inquires. Process written customer correspondence and provided the appropriate level of follow-up in a timely manner.
Research and identify processing inaccuracies in claim payments and route to the appropriate team for claim adjustment.
Based upon performance, in October 2019 was selected to assist the ambassador for new hire onboarding orientation and for the mentoring program to assist agents in nesting periods.
Consistently maintained First Call Resolution above 99% exceeding the goal by more than 10%.
Achieved exceptional customer satisfaction scores and internal quality audits above 99% for more than 12 months
During mentoring used data to identify quality trends that led to improved compliance results and higher customer satisfaction
Reduced new hire AHT, transfers and improved quality and adherence for multiple agents by conducting side by side audits for agents
Assisted in Organized employee events for the 151 champion team; March of dimes, Salvation Army Angel tree, employee appreciation week
Insight Global – (CSR II Centene Contingent employee for Centene Corp/Ascension Team) 08/2018 - 12/2019
Customer Service Representative II
Educate members and/or providers on health plan initiatives. Reference current materials to answer escalated and complex inquiries from members and providers regarding claims, eligibility, covered benefits and authorization status matters.
Provided assistance to members and providers regarding website registration and navigation to avoid escalated inquires. Process written customer correspondence and provided the appropriate level of follow-up in a timely manner.
Research and identify processing inaccuracies in claim payments and route to the appropriate team for claim adjustment.
MMC Group
04/2018 - 08/2018
Customer Service Representative Inbound and Online
Aided members and providers regarding website registration and navigation to avoid escalated inquires. Process written customer correspondence and provided the appropriate level of follow-up in a timely manner.
Research and identify processing inaccuracies in claim payments and route to the appropriate team for claim adjustment.
Alorica
10/2017 - 04/2018
Customer Service Representative Inbound and Online
Aided members and providers regarding website registration and navigation to avoid escalated inquires. Process written customer correspondence and provided the appropriate level of follow-up in a timely manner.
Research and identify processing inaccuracies in claim payments and route to the appropriate team for claim adjustment.
MK Marlow Company, LLC.
05/2012 – 06/2013
Office Manager/Administrative Assistant
Construction Administrative Assistant, assisted with billing invoices and accounts receivable in addition to greeting internal and external guests and answering multi phone lines and transferring to the corresponding project managers or assist in the billing over the phone with issues and provided the appropriate level of follow-up in a timely manner.
Lone Star Interiors
07/2009 – 01/2012
Office Manager/Administrative Assistant
Construction Administrative Assistant, assisted with billing invoices and accounts receivable in addition to greeting internal and external guests and answering multi phone lines and transferring to the corresponding project managers or assist in the billing over the phone with issues and provided the appropriate level of follow-up in a timely manner.
Gonzaba Medical Group
01/2007 – 06/2009
Patient Advocate (traveling to all 3 locations)
Patient advocate aiding patients in any aspect of the medical field that they may have questioned or needed assistance with, ex, medication refills, doctor messaging, appointment setting, health insurance enrollment, claims, payments etc.
Additional previous work experience that may be relevant, but beyond 10 years:
CVS/Caremark Fast Start Department
Customer Service Associate
Inbound Customer Service/Research
PacifiCare
Customer Service Associate II
Inbound Customer Service/Research Quality Assurance Representative
Jon Hart Design
Administrative Assistant
HomeSide Lending, Inc.
Mortgage Specialist/Quality Assurance Representative
Inbound Customer Service/Research
EDUCATION:
High-Potential Leadership Program
10/2019
Ambassador Program 11/2019
McCollum High School
1986-1990
Palo Alto College 1994-1996
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