Customer Service Representative Extraordinaire

Sandra D. Pickens, M.P.H.

702-***-**** / ***********@*****.***

Skills and Experience

Data Entry

Outreach & Advocacy

Triage

Reporting

Customer Service Trainer

Medicaid Certified NPI

Clerical Work

Call Center Experience

PSR/MST

MS Office, Excel, PowerPoint

Experience Presenting

Medical Coding & Billing

HMIS, VISTA, ADP, PeopleSoft, AS400, CCP/CRM, Oracle, Citrix

Learning Spanish & Chickasaw

Medical Claims

Work History

Chickasaw Nation 12/2018 – 10/2021

Clerk & AmeriCorps Volunteer

Verified and booked reservations for Player’s Card Rewards members for hotel stays and rewards from WinStar Casino and Resort. As an AmeriCorps Member, presentations were done regarding emergency preparedness. Responsible for booking venues, recruiting for the program and assisting the coordinator with organization of paperwork, meetings and calendar of appointments.

Moapa Band of Paiutes, Moapa, NV 04/2016 - 05/2017

Social Worker

Worked with Native American community on Reservation with NICWA issues concerning children. Assisted residents with job searches and pre-employment training. Provided advocacy and referrals for services for domestic violence and homelessness through education one-on-one and in a group environment. Assisted in maintaining a safe and sanitary environment for residents and a daily log documenting inspections, activities, conditions, and infractions of policies. Prepared statistical reports in MS Office and Excel for Bureau of Indian Affairs (BIA).

C3, Las Vegas, NV 07/2015 - 12/2015

Member Services Representative - Seasonal

Enrolled seniors during open enrollment for Medicare Advantage programs while providing excellent customer service in a high-volume call center environment. Processed claims and verified member’s benefits and referrals from physicians. Educated customers on products, service offerings, billing, charges, and product value. Offered soft sales, resolved customer issues, motivated customers with incentives to continue with services when they expressed dissatisfaction.

Chickasaw Nation Medical Center, Ada, OK 07/2007 - 05/2012

IT Service Desk Coordinator/MST -ER Tech/EGC Clerk

Started as an EGC Clerk working at Black Gold Casino in Wilson, Oklahoma in 2007. Worked from 2010 to 2011 as IT Service Desk Coordinator and 2011 worked as a MST in the ER at the Chickasaw Nation Medical Center verifying insurance, tribal affiliation, triage if short-staffed and excellent customer support.

Long Beach VA Medical Center, Long Beach, CA 07/2001 – 10/2006

Administrative Assistant/Medical Billing & Coding

Assisted clients with scheduling appointments. Checked clients in and out from services. Assisted clients with Medicaid eligibility and applications, preparing correspondence, reports, and other documents. Maintained various filing systems, including computer records of various activities, reviewing and processing applications for permits and licenses. Assisted agency customers with inquiries or problems. Processed various types of claims, requisitions, purchase orders and invoices for payment.

Education and Professional Development

MS Human Services Counseling BA Human Services Counseling

Capella University East Central University

Minneapolis, MN Ada, OK

MS Public Health Certificates:

Independence University Admin Asst/Billing and Coding

Salt Lake City, UT NICWA and Child Care

Spanish in Medical Care

Health Unit Coordinator

Accolades and Outreach Services

Based on experiences of residing in a homeless shelter and surviving domestic violence and volunteering as an advocate, worked with this population to help them become self-sufficient. The clientele was very diverse in race, culture, and circumstances. Utilized all necessary resources available in the community and received many accolades for working with domestic violence survivors and sharing my experience. Book published in 2013 on internship working in women’s shelter, spokesperson on panel for Native American women domestic violence survivors for the Department of Justice and made a Public Service Announcement for President Obama regarding domestic violence.

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