BARBARA WESTLUND

**** ****** ** ● Minneapolis, MN 55418

651-***-**** ● adyr2m@r.postjobfree.com

OBJECTIVE: Skilled professional with expertise in customer service, patient scheduling, insurance verification, and supporting operations of health care clinics and medical offices. I strive to use my communication abilities, leadership skills, and caring compassion to further educate and enhance the lives of customers and professionals. SKILLS

● Account Management (10+ years)

● Microsoft Word

● Microsoft Outlook

● Mortgage Servicing (10+ years)

● Insurance Sales

● Research

● Data Analysis

● Escrow

● Fair Housing Regulations

● Banking (10+ years)

● Pricing (7 years)

● Management (5 years)

● Salesforce

● Project management

● Customer service

● Insurance verification

● Medical scheduling

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Clinical research

UCC law

Credit Analysis

Business Development

Administrative Experience

Order entry

Loan processing

Negotiation

Accounts Receivable

Quality Assurance

Financial services

Analysis skills

Time management

Agile

Customer support

English

Medical terminology

PROFESSIONAL EXPERIENCE

Customer Support Agent: L1 August 2022 – March 2023 DailyPay Minneapolis, MN

● Managed high volume inbound calls from daily pay customers responding to a variety of issues with accounts

● Handled full cycle tickets, reviewing and resolving issues daily

● Worked with different teams to investigate individual cases

● Grew into being a subject matter expert

● Gathered customer feedback and share with the IT team to improve user experience

● Made outbound calls to customers who owed or misused our systems. Retail & Event Marketing Representative July 2022 - October 2022 Renewal by Andersen Roseville, MN

● Strong sales expertise was required at this challenging part-time position to help homeowners with their windows, sliding glass doors, and entry door replacement needs.

● Worked a wide variety of events around the Twin Cities including but not limited to county fairs, the Renaissance Festival, and the Minnesota State Fair.

● Had to quickly ascertain homeowners needs with probing discovery type questions before recommending an in-home consultation.

● Demonstrated a high level of communication skills and sharpened rapport building skills. Medicare Member Service Representative June 2021 - September 2021 Ucare Temporary Employee with Aerotek

● Answering phones for members who may have questions or concerns regarding their plan.

● Daily call management for Medicare, MSHO and Connect + Medicare members.

● Redirecting members to get assistance with other departments internally.

● Problem solving for members when having issues or questions regarding their medical and/or pharmacy claims.

● PHI verification, update, and quality management of member accounts.

● Creating tasks for additional research and/or follow up for members.

● Conference calls to assist in providing interpreter services.

● Contacting contracted companies (such as Fulcrum Health and Delta Dental) for claim issues or questions.

● Assist members in obtaining documentation/forms/bill as needed. Customer Service Analyst November 2019 to March 2021 Children's Hospital of MN Minneapolis, MN

● Patient Relations representative.

● Helping parents in offering solutions about their patient billing. I work in finance and often work as a liaison to other areas including credit, pricing, and management in resolving parents' needs after children are patients. Sales Associate (Seasonal Position) December 2018 to February 2019 Macy's Minneapolis, MN

● Greeted customers as they entered the store and assisted them with finding the best products to meet their needs.

● Maintained a positive work environment by keeping the store organized and clean.

● Ability to apply basic mathematical concepts such as adding, subtracting while managing the cash register.

● Understood and responded appropriately to basic customer and employee inquiries. Licensed Consultant August 2018 to December 2018

HealthPartners Bloomington - MN

● Attended open houses where clients could schedule meetings to learn more about alternative plans and supplements after current plans had been eliminated.

● Educated clients on all potential options by serving as a resource of knowledge, thoroughly answered all inquiries, and asked probing questions to best understand their needs.

● Adhered to policies and procedures by remaining compliant with all training received.

● Utilized attention to detail to ensure all paperwork was completed thoroughly and accurately.

● Attended necessary classes and took the exam in order to obtain licensure. Loan Servicing Representative 2009 to April 2017

Wells Fargo, Home Mortgage Shoreview, MN

● Accountable for analyzing mortgages for home loan modification requests by updating income and expenses to prequalify consumers in the Home Affordable Modification Program.

● Acted as liaison for consumers with financial difficulties and payment agreements to secure prompt customer Payments.

● Managed inbound calls to assist customers with any questions that might have regarding their accounts.

● Instrumental in helping Wells Fargo Home Mortgage in collecting payments of nationwide consumers by building exceptional consumer rapport.

● Accountable for gathering and analyzing data from consumers and negotiating a solution on either a retention or liquidation option based on their financial situation.

EDUCATION

Bachelor of Arts (BA) degree in International Relations Minor: Political Science University of Minnesota - Twin Cities - Minneapolis, MN

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