Customer Service & Administrative Support Specialist
Resume:
Anne Biscobing
**** ******* *** *********, ** ***89
**********@*****.***
Summary
Dedicated and professional with extensive experience in customer service, administrative support, and data entry. Proven ability to manage multi-line phone systems, resolve inquiries efficiently, and maintain accurate documentation. Adept at educating members and providers, reconciling payments, and ensuring compliance with regulations. Eager to leverage strong communication and problem-solving skills to provide exceptional service and support.
Work Experience
Senior Benefits Specialist
GAINWELL TECHNOLOGIES
Madison
10/2017 – 04/2026
• Educated members and providers on insurance eligibility, current status, and coverage options.
• Compiled necessary documentation for tax purposes and legal proceedings.
• Administered solutions in compliance with state and federal legislation.
• Resolved issues related to benefit overpayments and suspensions.
• Instructed members on billing procedures across multiple insurance carriers.
• Reconciled refunds and premium payments with meticulous attention to detail.
• Generated comprehensive documentation detailing current and past benefit statuses.
• Trained and mentored new team members, accelerating their ramp-up time and supporting consistently high quality scores.
• Acquired cross-functional expertise across all 11 member departments and provider teams.
• Produced documentation and informed members about changes and current status of premiums, spend downs, deductibles, and co-pays.
• Assisted providers with inquiries regarding current claim status and payment information.
• Recorded and documented incoming prior authorization requests for procedures and prescriptions.
• Updated providers on contract and renewal requirements.
• Maintained up-to-date knowledge of federal and state regulations impacting member benefits programs.
• Responded to benefit inquiries regarding plan provisions, benefit enrollments, and status changes.
• Ensured company adherence to federal and state laws, including all reporting requirements.
• Guided members through the enrollment process for all benefit programs.
• Educated members on benefit programs and eligibility requirements.
• Investigated and resolved complex benefit issues and member complaints.
• Identified opportunities for process improvements within existing training guidelines and implemented effective solutions.
Customer Service Representative/ Scheduling
HEALTHGRADES
Madison
12/2013 – 09/2017
• Matched patients with in-network providers, improving first-call resolution and reducing appointment rescheduling issues.
• Resolved conflicts and managed scheduling for multiple providers across various clinics.
• Recorded detailed information regarding inquiries or complaints to maintain accurate records of customer interactions and transactions.
• Cultivated sustainable relationships and trust with customer accounts through open and interactive communication.
• Delivered exceptional customer service to clients within a fast-paced call center environment.
• Executed data entry tasks with precision and efficiency.
• Demonstrated strong organizational skills by managing multiple projects concurrently.
• Participated in team meetings to discuss innovative ideas for enhancing the overall quality of customer service.
• Fostered strong customer relationships and loyalty through effective communication strategies.
• Updated and maintained databases with accurate customer information.
• Navigated multiple computer systems and applications, utilizing search tools to retrieve information efficiently.
Office Manager/Human Resources
FENSKE SECURITY
Madison
08/2008 – 11/2013
• Accounts Payable
• Accounts Receivable
• Planned events and catering for the contract negotiations, meetings, training classes and award ceremonies.
• Coordinated renewals for on going contracts
• Coordinated each new employee for on boarding, payroll and uniform disbursement
• Created additional contract amendments for clients requesting armed security
• Together with the CEO composed individual contracts for each client depending on their needs, requests and/or requirements for both long term and event clients
• Supported day-to-day operations of HR functions and duties
• Maintained and updated employee records to support accuracy and compliance
• Managed payroll processing by verifying time sheets and ensuring accuracy of payments
• Coordinated job postings, interviewing and selection process Prepared and set up for new employee orientations
• Processed and reviewed employment applications to evaluate qualifications and eligibility of applicants
• Selected applicants meeting specified job requirements and referred to hiring personnel
• New account contracts
• Created additions to the handbooks to include documents detailing each point for mandatory compliance (EEOC, FMLA, Federal and Labor laws, etc)
• Evaluated and handled all insurance bids to include the employees, armed personnel and vehicles used for evening rounds, as well as, specific events (i.e. Rhythm and Booms, Concerts, Dane County Junior Fair, etc.) and Presented them to the CEO
Accounts Receivable/Leasing consultant
FISHER PROPERTIES
Madison
04/2003 – 08/2008
• Received and posted payments, accurately applying amounts to customer accounts.
• Located and notified customers of delinquent accounts via mail, telephone, or personal visits to solicit payment.
• Addressed customer inquiries regarding account discrepancies.
• Documented customer financial status and collection efforts for comprehensive record-keeping.
• Prepared and escalated account records to legal counsel for customers unresponsive to collection attempts.
• Marketed vacant properties to prospective tenants through leasing agents, advertising, and other outreach methods.
• Investigated complaints, disturbances, and rule violations, resolving issues in accordance with management policies.
• Conducted routine inspections of grounds, facilities, and equipment to identify maintenance and repair needs.
• Met with prospective tenants to showcase properties, articulate lease terms, and provide information on local amenities.
• Verified applicants' credit and personal references by contacting credit bureaus, employers, and other sources.
• Planned, scheduled, and coordinated general maintenance, major repairs, remodeling, and move-in/move-out cleaning and inspections for residential properties.
Skills
• MS Office Suite, Word, Outlook, Excel, Quickbooks and Epic
• Multi-line phone system/switchboard
• Accounts Payable/Receivable
• HIPPA Compliance
• Leadership/Supervision of multiple employees
• Conflict Resolution
• Documentation
• Excellent verbal communication skills
• Ability to listen attentively and empathize with callers
• Strong organizational and multitasking abilities
• Ability to remain calm and professional in stressful situations
Contact this candidate