Customer Service & Claims Call Center Professional
Resume:
Mary Argo
Palm Bay US *****
**********@*****.***
WWW: linkedin.com/in/mary-argo-099843268
Committed job seeker with a history of meeting company needs with consistent and organized practices.
Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand, exceeding requirements of the job.
IQVIA 03/04/2024-Presant Inbound and outbound call center.
Sr Call Centre Agent
Take inbound calls regarding over 8 different Medications for Bristol Myers Squibb (BMS) and their basic customer service line.
Help patients on how to use and store medications, used of medication guides, go over Important safety information (ISI) and offer customer surveys.
Discuss insurance types to determine eligibility for assistance, then discuss eligibility requirements for assistance. For Medicare, Medicaid, VA, and Homeland Security, those are handled differently as they are not eligible for BMS assistance Program.
Completing activation of the copay cards for those eligible and providing essential numbers for pharmacies to process the copay card
Enroll patients into customer programs and order medical supplies needed to take the medication
Speak with medical personnel, pharmacies, and our fulfillment center McKesson (they help with issues with the copay cards).
Transfer as required with other medical personnel regarding Product Complaints, Adverse Events and when to know the difference.
Order replacements for medications when not handled correctly.
Transfer incoming callers to different departments, provide emails and websites needed.
Meeting and exceeding Quilty, Average Handle time, ACW, being on time and schedule adherence.
Farmers Insurance May 2023 to September 2023
Automotive Claims Adjuster (laid Off)
Oklahoma Property and Casualty Adjuster exam
Inbound and outbound calls to Insureds and Claimants
Assigned multiple claims daily from, OK, TX, KS, MO, NM, UT, CO, WY, ID, IA, CA and ND
Adjust minor/major, complex losses
Work multiple claims from start to finish, by reviewing policies and coverage
Work directly with Insurance Agents within and outside of Farmers
Took Facts of loss Statements, record all damages, injuries, Set Up repairs, rental cars, payments, set up
towing for both the Insured and the Claimant
Ran DMV request's, Loaded requested pictures, Police reports, searched for car owners., claims history,
determine Liability
Send out letters, email and texts
U.S. Department of Veterans Affairs November 2015 to May 2023
Customer Service Specialist
Topeka, KS
Answer incoming calls from veterans, spouses, care givers, children, assisted living and Doctors
Send cases to the facilities and Pharmacy's when there is a concern, renewal or counseling is needed
Resolved customer inquiries, questions and concerns to consistently offer quality service and meet
performance benchmarks.
Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Performed data entry of customer orders into the company's order management system.
Upheld quality control policies and procedures to increase customer satisfaction
Train new hires and current, monitoring their calls, side by side and remotely
Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Led team engagement to assist cross-functional departments and achieve goals.
Teva Pharmaceuticals July 2014 to November 2015
Case Manager (Temporary)
Overland Park, KS
Answer incoming calls from Medicare patients taking a Multiple Sclerosis (MS) therapy drug Copaxone
Establish new patient accounts, request Scripts from the Medical Doctors Office (MDO), work with the MDO
as needed to get the patient on and stay on treatment
Completed Prior Authorization (PA)
Assist with the Annual Enrollment each year for patient's enrollment in a Medicare drug plan
Determine whether a patient has a Special Enrollment Opportunity (SEP) for a Medicare drug plan
Developed strong organizational and communication skills through coursework and volunteer activities.
Paid attention to detail while completing assignments.
Manpower May 2014 to July 2014
Data Entry Clerk (Temporary)
LAWRENCE, KS
Temporary position
Transferred written information into databases to maintain consistent, accurate client records and project details.
Reviewed, corrected or deleted data, verifying customer and account information.
Organized and filed data in appropriate locations for easy access to essential information.
Completed data entry tasks with accuracy and efficiency.
Sorted documents and maintained organized filing process.
Marshalltown High School September 2012 to March 2014
Paraprofessional
Marshalltown, IA
Worked with special needs students with a wide range of disabilities
Supplied one-on-one attention to each student during group activities.
Education and Training
Skills
Certifications
References
Assisted in the implementation of educational programs for special needs children.
Tailored lesson plans for students with emotional and cognitive disabilities.
Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
Temp Associates March 2011 to March 2012
Office Manager (Temporary)
Marshalltown, IA
Answered multiple phone lines, made appointments, sterilized surgical equipment, scheduled all surgeries,
took specimens to the Hospital, called in scripts, filed claims with insurance companies
Performed general bookkeeping duties such as reconciling bank statements and creating journal entries.
Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
Ordered supplies and equipment to maintain adequate inventory levels.
Managed, scheduled and coordinated office functions for the Dr.
Monitored payments due from clients and promptly contacted clients with past due payments.
Coded and entered daily invoices with in-house accounting software.
Maximus February 1995 to March 2011
Customer Service Representative
LAWRENCE, KS
Claims Representative with the Centers for Medicare and Medical Services (CMS), Department of Health and
Human Services
Responded to calls and letters written by Medicare beneficiaries
Conducted research on the questions/issues, these letters required in-depth knowledge of Medicare
requirements, eligibility, Codes and policies
The Medicare correspondence included eligibility, coverage, drug formularies, and durable medical
equipment.
Contract with the U S Department of Education for the National Call Center for students in default on Federal
student loans
Took calls for the U S Department of Education. Promoted to Senior Representative. Answered questions
from call center representatives.
Set up payment arrangements. Supervisor calls, credit card payments, NSLDS and regular calls as needed,
training of new hires.
Served on the Refund Process Team which validated payments and returned Promissory Notes when full
payment was made. Prepared Credit Bureaus updates, Internal Logs, conducted QC reviews of recorded calls
and provided feedback.
Iowa Valley Community College - Marshalltown Community College November 1994
GED
Marshalltown, IA
Automated I Management (AIM), NGD, Siebel/Oracle
Microsoft Teams, CMS/CRM/Dynamic, Health Information Management (HIM), PRM with built in phone system, NICE, Workday, My Learning Edge, MY IT
Zoom
Carpi, CMOP (tracking system for the VA),
AVAYA (phone)
Auto Claims, DMV systems, ISO, Webex,
Guidewire
MOI, Jabber (phone), Microsoft software teams.
Open Office
Claims reporting systems, Policy
Interpretation, Auto Claims
Policy Investigations, Claims Processing, Highly Motivated
Oklahoma Property and Casualty adjuster, Oklahoma, 05/01/23, 07/01/25, 300-***-****
References:
Bryan Frey, (Maximus) 515-***-****
Annette Guyer, (Maximus) 401-***-****
Jeannette Parker, (Maximus) 785-***-****
Heidi Stepp, (VA) 785-***-****
Emma Martin, (Farmers) 785-***-****
Steven Owens (IQVIA) 520-***-****
Contact this candidate