Customer Service Care Coordinator
Resume:
DENISE D. CILIBERTI ROCCHIO
MARLTON, NJ 08053
610-***-**** (cel)
*************@*******.***
OBJECTIVE Secure a position that will enable me to use my strong communication & organizational skills, customer service background and my ability to work well with people
EDUCATION Associates Degree
Pierce College
Philadelphia, PA
SKILLS
Strong interpersonal communication skills
Problem analysis and problem solving
Organizational skills and customer service orientation
Adapatbility and ability to work under pressure
Maintain employee attendance
Strong computer skills including Microsoft Office (Word, Excel, PowerPoint, Outlook)
Flexibility to work in an ever-changing environment
Profound understanding of customer psychology aimed at providing individualized customer services
Detail-oriented and efficient in providing customer service in adverse situations
Analytic thinking aimed at resolving customers’ issues in a proactive manner
WORK EXPERIENCE
ADVOCARE, LLC Support Coordinator
Marlton, NJ December, 2019 - March, 2020
Responsible for preparing daily patient assignment reports for nurses and care coordinators.
Combining a list of discharges for distribution for tracking patients
Coordinating discharge summaries from various hospitals - uploading to patient charts
Pinnacle Treatment Centers, Inc. Care Coordinator
Mt. Laurel, NJ September, 2019 - December, 2019
Maintained timely responses to calls received in the Call Center.
Facilitated & coordinated admission to treatment centers
Determined facility availability, insurance eligibility, patient responsibility and transportation needs.
Beacon Health Options / Value Options Clinical Services Assistant II
Mount Laurel, NJ May, 2014 - September, 2019
Primary support mechanism for all non-clinical administrative tasks so the clinical staff may focus on clinical priorities and ensure critical business needs are met.
Maintain employee attendance
Respond to incoming calls and resolve customer service inquiries
Deliver prompt and quality customer service to consumers, providers, members and internal staff
Consistently meet established productivity expectations and quality standards while maintaining good attendance record.
Assist with copying, faxing and email correspondence for identified leaders
Ameriflex, LLC Account Coordinator
Mount Laurel, NJ October, 2013 – March, 2014
Coordinated the process of enrolling (Flexible Spending, Dependant Care, Commuter and Health Care) Accounts for various groups and individuals.
Coordinated, buillt and audited plan design to ensure specifications
Prepared reports for employees spending accounts
Reconciled enrollments after processing before verification
Provided back-up for Account Executives
Wells Fargo Advisors, LLC Client Associate (Contract)
Marlton, NJ March, 2013 - August, 2013
Provided proactive client service and addresses client inquiries.
Assisted in administration of accounts by interacting with clients to help resolve issues.
Executed daily transactions and controls records/files within policy guidelines.
Worked with Centers/Offices/Stores to execute daily transactions.
Researched and resolved routine operational issues related to simple to moderately complex accounts.
Prepared preliminary client correspondence.
NationalHR Customer Service Administrator
Marlton, NJ June, 2012 – January, 2013
Performed as a liaison between clients, medical providers, and insurance companies
Resolved medical benefit issues
Reconciled medical statements
Coordinated supplies to meet office needs
Liberty Mutual Group Executive Administrative Assistant
Marlton, NJ June, 2003 – December, 2011
Coordinated customer complaints initiated locally and from the Dept. of Insurance
Reviewed timecards – track personal leave for each employee and reconcile at month-end
Prepared/distributed daily attendance sheet
Compiled various ad hoc reports (weekly & monthly) utilizing EXCEL
Organized/distributed monthly Organization Chart and Roster
Organized training seminars (coordinate equipment, supplies, lodging & meals)
Maintained office supplies, equipment and track inventory
Prepared Power Point presentations for management
Responded to incoming customer phone inquiries.
ACHIEVEMENTS
Supported staff effectively in daily census and queue based assignments
Three time recipent of the Customer Service Excellence Award while employed at Beacon Health Options / Value Options.
Provided backup support to other departments which was highly admired by the Program Manager and Director
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