Customer Service Team Members
Resume:
Georgina Rosa
**** ********* *****,*** #****
Tampa, FL 33619
****************@******.***
***************@*****.***
Experience
Maximus – Bilingual Customer Service supervisorPresent 2019- Present provide leadership and guidance to Team Members as they complete their daily tasks. Use experience working at Maximus and offering valuable insights and direction to their Team Members. My job is to establish expectations for Team Members to strive for, including customer service policies, daily quotas or teamwork values. I may also be responsible for speaking with one or more Team Members about troubling behaviors or addressing conflicts between Team Members to ensure they maintain their productivity. Amazon Flex- Delivery 2022-2023
Maximus – Bilingual Customer Service Rep Tier II
Oct 2014 – 2019
Answer incoming calls to provide customer service for Medicare Health Insurance. Provide allocation of claim status, payments, reimbursement, and premiums information.
● Handle hospitals, medical and durable medical equipment claims inquiries and concern.
● Compare and enroll beneficiary and medical drugs plans and advantage Rx plans. Research procedure code on fee schedule to determine if services are covered.
● Provide information on claims adjudication process for cover and payments guidelines.
● Utilize information systems and keep up with updated information of eligibility, benefits and verification.
● Escalate concern for review and initiate investigations on claims and drug plans.
● Research appeals decision letters from Medicare administrative contractors to interpreters and explain appeal status and decisions.
● Adhere to handling claim concern in a timely manner. Comply with privacy and security of the health insurance portability and accountability act regulations. Train new employees and review quality majors. Services First Cleaning – Supervisor April 2013 - May 2015
● Responsible for scheduling and coordinating staff. Perform specialized services to ensure all areas and equipment is clean. Ensure that first class cleaning service is delivered to all areas of the building. Review work schedules. Supervision of all staff and held responsible for focusing on their performance.
● Set goals for performance and deadlines that comply with the customer and the company’s cleaning plan. Organized work flow and ensure that employees understand their duties and delegated tasks. Monitor employee productivity and provide constructive feedback and coaching. Quest Inc. – CNA- Direct Care Worker- Direct Support Professional January 2012- April 2013
● Provide care for disabled people with understanding of their special needs. Conducted one on one counseling with patients. Provide recreational activities.
● Assisted patients in performing daily activities such as bathing, eating, dressing, etc.
● Provide health care for clients and patients at home, hospital and group homes. Record vitals signs, including blood pressure, pulse, temperature and respirations rate under the directions of nurses and doctors.
Rainbow Kids Group Daycare January 2009- February 2011
● New York state license child care provider. Responsible for maintaining a day care facility.
● Ensure the environment is safe, clean and comfortable. Educate and maintain a training schedule for small children. Prepare and clean up meals. Promote personal hygiene, multitask and promote communications skills.
New York Foundling Inc- Direct Care Worker- Supervisor Counseling Jan 2007 – Dec 2008
● Provide assistance and support to patients who are not able to look out for themselves.
● Administer medications, perform meal preparation and document daily progress of patient activity.
● Supervise a team of certified nurse assistant staff.
● Manage and organize working schedules. Work with a direct care team to plan and coordinate high customer services standards.
Juan Pilarte Clinic – Phlebotomist Jan 2003 – Jan 2007
● Certified Phlebotomist. Responsible for drawing blood from patients, interviewing and preparing patients for blood draws. Perform duties and tasks in a courteous and timely manner.
● Responsible for patient intake. In charge of filing and organizing patient paperwork and insurance payment processing. Looking up authorization codes for billing and coding purposes. Education
William Taff High School 1993 – 1997
Bronx Community College Associates Degree 1998 – 2000 Training/Certificates
Introduction to developmental disabilities in Health and Safety – Zero Tolerance – SCIP- CPR- First Aid-AMAP- HIPPA Training- HHA- Phlebotomy- HIV/Aids Training- Strategies for Crisis and Intervention – Prevention – R Skills
Microsoft Office (MS Word, Outlook, Excel) Access Database, PDF, Typing Speed 40 WPM. Ability to speak, read and write Spanish.
Contact this candidate