Customer Service Health Care

Bernard Henderson

******************@*****.*** 531-***-**** 33417

WORK EXPERIENCE

Security Officer Cambridge Security

November 2016 - Present • North Palm Beach, FL

Gate security, screen inbound traffic, verify residency, screen visitors, verify they have permission to enter Premises, document hourly status, Rove premises make sure premises is secure

Security Guard Allied Barton Security Services LLC December 2012 - November 2016 • Conshohocken, PA

Gate security, screen inbound traffic, verify residency, screen visitors, verify they have permission to enter Premises, document hourly status, Rove premises make sure premises is secure

Customer Service Representative/Analyst United Health Care August 2004 - July 2011 • Sunrise, FL

Inbound Call center, explain member benefits, and plan coverage, how deductibles, co-pays, co-insurance apply, claim payments or denials status, where to find providers for specific services such as doctors, hospitals, therapy, radiological services, Grievances and appeal rights etc. For Providers, I am familiar with ICD 9, CPT 4 Coding HFCA-1500/UB-92 forms, verify and explain claim status, review REV/CPT codes match Diagnosis codes and line items that paid

/denied, reason for denial verify and explain claim status, advise provider appeal rights, file grievances for provider and members, saved the company over

$5.3 mil in revenue loss prevention by retaining member disenrollment, direct members to appropriate alternative services outside of plan services Medicare Prescription Drug Plan Specialist/CSR Kelly Staffing Services September 2005 - January 2006 • Orlando, FL

Assist In-bound callers to select appropriate prescription health plan. Answer PDP plan questions and send requested plan overview for review. Direct customers to a correct agency that will help them with specific services Health Care Customer Care Specialist Insurance Overload Staffing January 2004 - August 2004 • Weston, FL

Provide Broker/Agent Sales infrastructure support. Assist members with inquiries about plan benefits, Doctors, Hospitals, Prescriptions and claims. Assist Hospitals and Free-standing facilities with claim inquiries and member benefits and eligibility Customer Service/Credit Analyst American Express TRS Company March 1996 - May 2002

Inbound/outbound call center, assist customer with account status. Inquiries, and new products and services, risk management, review customer eligibility risk management, skip tracing. collected over $375k per month. Negotiate Collections of outstanding balances New Account Manager Trans-World Systems, Inc.

August 1995 - February 1996 • Deerfield Beach, FL

Made direct contact via cold calls to the purchasing agent. Business to Business sales. Sold complete collection systems ranging from $600.00 -

$100,000.00, based on Client need. Demonstrated the effectiveness and the necessity for the system during sales presentation Inside Sales / Account Manager Zenith/Gold Line Pharmaceuticals January 1993 - August 1995 • Fort Lauderdale, FL

Pharmaceutical sales to independent and retail chain drug stores. Maintained and serviced over 600 accounts. Average monthly sales of $175K. Direct contact with pharmacists, doctors, clinics and hospitals as to product availability and new product arrival. Resolved any customer service issues New Accounts Manager First American Trading

November 1992 - March 1993 • Fort Lauderdale, FL

Responsible for commodity sales of all precious metals. Negotiated with prospective investors. Resolve customer disputes Tech II – Senior Draftsman DME Corporation, IMDC, Lochrane Engineering, CCL Consultants, Inc., Maggiorie & Associates, Inc, and Robert H. Miller and Associates

November 1980 - March 1993

Supervised drafting personnel in areas of draft room procedures and purchasing supplies. Draft assembly parts for FAA/SNOW depth monitor, Boeing Valise survival kit and revisions to existing plans. Draft electrical lighting layout for construction of the Denver Airport Project. Draft construction documents for civil site development as well as for commercial, industrial and residential development. All work performed manually and with CAD support using AUTOCADD release 10

Bridge Tender/Operator C/S Maintenance Company

Gainesville, FL

Open and close bridge spans on request for passing boat traffic. Record date, time and direction of boaters, Maintain bridge cleanliness and functionality EDUCATION

Valencia Community College

December 1989 Certificate, Auto CADD Drafting

Roosevelt High School

High School

Sheridan Vocational School

Certificate

LICENSES & CERTIFICATES

Auto CADD Drafting Certificate December 1989

Valencia Community College

Certificate of Completion in Auto CADD Drafting

Life, Health and Annuity Agent License

State of Florida

Licensed insurance agent for Life, Health and Annuity products Class D Security Guard License

State of Florida

Professional security guard license

NOTABLE SKILLS

Decision Making Time Management Persuasive Speaking Active Listening Multitasking Conflict Resolution STANDOUT TRAITS

Credible Communicator Creative Accountable Caring

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