Remote Administrative Client Support Specialist

TAYLOR GLECKNER

Maricopa, AZ 702-***-**** ***************@*****.***

ADMINISTRATIVE OPERATIONS CLIENT SUPPORT REMOTE OPERATIONS

PROFESSIONAL SUMMARY

Administrative and healthcare operations professional with nearly two years of remote experience supporting customers, researching complex issues, documenting cases, coordinating across departments, and maintaining exceptional quality standards. Recognized for 98–100% quality scores, independent problem solving, attention to detail, and success working across multiple systems in a fast-paced remote environment.

CAREER HIGHLIGHTS

Investigated paid, denied, pending, adjusted, and unpaid claims using benefit plans, claim history, notes, and supporting documentation.

Explained coverage, eligibility, deductibles, coinsurance, out-of-pocket maximums, and claim determinations to members and providers.

Prepared detailed grievance documentation and routed cases through appropriate review channels while maintaining HIPAA compliance.

Independently resolved approximately 90-95% of inquiries and coordinated escalations with supervisors and specialty teams.

Consistently achieved 98-100% quality scores while meeting productivity, attendance, adherence, and average handle time goals.

CORE COMPETENCIES

Claims Research • Claims Support • Employee Benefits Support • Leave & Disability Claims Transferable Skills • Benefits Interpretation • Eligibility Verification • Case Documentation • Grievances & Escalations • Medical Billing Research • Policy & Procedure Guidance • Confidential Information • HIPAA Compliance • Customer Advocacy • Return-to-Work Support Transferable Skills • Multi-System Navigation • Salesforce • Microsoft Office • Remote Case Support • Attention to Detail • Time Management

PROFESSIONAL EXPERIENCE

Blue Cross Blue Shield of Arizona Customer Care Advocate (Remote)

August 2024 - April 2026

Managed 150-200 member and provider interactions daily, with a peak workload of 375 interactions in one day, while maintaining quality, productivity, and compliance standards.

Consistently earned 98-100% monthly quality monitoring scores and received top performance ratings across quality, attendance, adherence, productivity, and average handle time.

Independently resolved approximately 90-95% of inquiries before supervisor involvement by researching benefits, eligibility, claims, billing, provider networks, and account history.

Supported Medicaid, Medicare, and Marketplace members and healthcare providers in a fast-paced remote call center environment.

Investigated paid, denied, pending, adjusted, and unpaid medical claims by reviewing claim history, internal notes, denial reasoning, billing details, and benefit information.

Explained benefits, coverage rules, deductibles, coinsurance, out-of-pocket maximums, eligibility, and provider network information in clear, customer-friendly language.

Guided providers through prior authorization requirements, claim processing questions, billing issues, eligibility verification, and correct form submission procedures.

Prepared detailed grievance documentation, routed cases appropriately, and maintained strict HIPAA compliance when handling protected health information.

Coordinated with supervisors, specialty teams, providers, and internal departments to resolve escalated or research-intensive cases and complete follow-up callbacks.

Worked across 7-15 enterprise applications using a three-monitor setup while documenting every interaction accurately and efficiently.

ADDITIONAL EXPERIENCE

It Works! Global Sales Representative (Remote)

October 2015 - June 2017

Managed customer accounts, order processing, product education, follow-up, and electronic records in a fully remote sales and support environment.

Built customer relationships through personalized service, active listening, and timely resolution of order or product concerns.

Delivered product presentations and explained features and benefits to prospective and existing customers.

Southwest Veterans Business Resource Center Front Desk Representative

June 2015 - September 2015

Managed front desk operations, incoming calls, appointment scheduling, visitor support, records, and daily administrative tasks.

Provided professional customer service while explaining programs, policies, and available resources.

County of Riverside Department of Public Social Services Office Assistant

September 2014 - December 2014

Processed eligibility documentation, verified information, maintained confidential records, and handled interdepartmental correspondence.

Organized files and documents to support accurate, efficient office operations and timely case processing.

Apple Urgent Care Medical Assistant

January 2014 - July 2014

Supported patient intake, vital signs, room preparation, specimen collection, and documentation for more than 20 patients per day.

Maintained accurate medical records and protected confidential information in accordance with HIPAA requirements.

Abbey Party Rentals Customer Service Representative

January 2006 - October 2010

Handled high-volume phone and walk-in customer inquiries, created rental orders, and provided event-planning support across more than 200 products and services.

Maintained accurate customer, inventory, and transaction records while coordinating reservations, changes, and issue resolution.

TECHNICAL SKILLS

Microsoft Teams, Outlook, Word, Excel, Salesforce, SharePoint, Workday, Cisco, NICE, MetaMC, CareRadius, Clarity, PA Hub, eSearch, Avacore, CXone Agent, ID.me, CVS Caremark, Google Workspace, CRM systems, multi-system navigation, three-monitor remote workstation

EDUCATION

Northwest College - Certificate, Medical Assisting Riverside, CA November 2014

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