Customer Service Case Management
Resume:
Daniel S. Song
Long Island City, NY *****
******@*****.***
Work Experience
Customer Advocate
UnitedHealth Group
April 2022 to July 2024
● Handle a high volume of inbound calls, and sometimes chats or secure messages, from members.
● Strive to resolve customer service issues on the first contact whenever possible.
● Explaining what a member's health plan covers and confirming if they are eligible for a service.
● Addressing questions about the status of a claim, explaining a denial, or initiating claim adjustments (including complex and denied claims).
● Assisting with financial spending accounts (e.g., FSA, HRA).
● Clarifying written communication from the insurance company.
● Educate customers about the fundamentals and benefits of their consumer-driven health care topics.
● Help guide customers to select the best benefit plan options and maximize the value of their current plan benefits.
● Research complex issues across multiple systems/databases and accurately document all inquiries.
● Adapt quickly to and remain current on all communicated changes in process, policies, and guidelines.
Intake Manager
Law Offices of Gary S. Park, P.C. - Flushing, NY
July 2015 to February 2020
● Answer phones and direct all calls appropriately, including providing resource referrals to other agencies/services.
● Greet clients and others upon arrival and provide general information on programs.
● Ensure the waiting area is clean and welcoming.
● Collect basic information from clients to begin a case file.
● Verify and update all client information and enter it into the client case file.
● Monitor and ensure availability of all case management forms and office supplies.
● Conduct initial intake and needs assessment interview with all clients.
● Evaluate client histories, arrange case consultations, make recommendations to case managers regarding client eligibility.
● In concert with primary case managers - facilitate coordination of all case management objectives.
● Oversee the client Mail Distribution process, accepting mail, sorting mail and distributing to the proper party.
● Translate Korean/English during phone calls, EBT/deposition preps, court appearances for clients.
● Develop and coordinate shelter and other resources among peers.
● Actively participate in staff meetings and trainings.
● Assist case managers in maintaining related administrative record keeping and reporting systems.
● Prepare case management related reports including but not limited to: outcomes, successes, etc.
● Adheres to strict boundaries and professional ethics in the care of others.
● Conducts crisis intervention as needed.
Master Controller
Korean Broadcasting System America - Ridgefield, NJ August 2012 to June 2016
● Updates and maintains signal control systems
● Maintains programming logs as required by station management
● Segments content and clips to the server and then trims and modifies it
● Prints traffic logs and appends logs to the data management system
● Monitors strength, clarity and reliability of incoming and outgoing signals and adjusts equipment as necessary to maintain quality broadcasts
● Selects sources from which programming will be received, or through which programming will be transmitted
● Transcription (Korean to English)
● Reports equipment problems and ensures that repairs are made and makes emergency repairs to equipment when necessary and possible
● Ensures the station's compliance with Emergency Alert System requirements
● Performs other duties as assigned
Marketing Director/Assoicate Producer
Open Space Studios - New York, NY
September 2011 to September 2014
● Oversee production and marketing.
● Managed art gallery.
Director of Photography
Critical Media in association with Bennett Media Studios - New York, NY February 2010 to December 2011
● Camera operator for 3 tv pilot programs.
Assistant Director
WinterSky Prod./CTS (Christian Television System) - New York, NY July 2008 to March 2009
● Camera operator for tv programs, events, and documentaries.
● Edit and log raw footage.
● Transcription (Korean to English)
● Set up and manage set lighting for and during shoots.
● Location scouting and coordinator work.
Director of Photography – China Missions Documentary WinterSky Prod./CTS (Christian Television System) - New York, NY February 2009 to February 2009
● Camera operator/documentary following Christian missionary in China.
● Documentary shot in Shenyang China.
Technical Designer/Product Developer
Avirex/MEE - New York, NY
February 2006 to February 2008
● Part of merchandising and development team for the following seasons: Hol 06’ – Hol 08’
● Assemble/revise tech packs for garment development.
● Create lines sheets for all divisions. This includes but not limited to proposal maps for dept stores, and overview line sheets for season styles.
● Managed product development of numerous styles from concept to production.
● Performed spec and fitting.
● Daily communications with overseas factories and vendors.
● Maintained status charts for garment development and also revisions.
● Received and maintained record of developed samples.
● Developed tech packs for: woven, polo, fleece, bottoms, tees Vendor
New York Mets / Shea Stadium - Flushing, NY
April 1999 to September 1999
MLB 1999 SEASON
● Sold assorted foods and beverages to attendants. Education
University at Buffalo - Amherst, NY
September 1999 to May 2001
Bayside H.S. - Bayside, NY
September 1998 to June 1999
Skills
Bilingual in both English and Korean.
Proficient in Microsoft Word
Excel
Final Cut
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