Remote Appointment Scheduler & Policy Support

Battle Creek MI +1-269-***-**** **************.**@*****.***

LORI MILLER

Policy Service Representative processing 10-20 Medicare Supplement applications daily from intake through issuance. Keying policy information with strong accuracy, supporting consistent data entry and clean record keeping. Handles customer service inquiries by phone and explains policy steps clearly and professionally. PROFESSIONAL

SUMMARY

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SKILLS Member Services Operations:Claims processing Benefits administration Grievance handling Appointment scheduling Transportation coordination Administrative Operations:Data entry Microsoft Excel Microsoft Word Accounts payable Accounts receivable

Communication & Office Support:Customer service Phone etiquette Multi-line phone systems Calendar management Record keeping

Healthcare Administration:Eligibility verification Insurance verification Systems & Tools:CRM software Call center metrics

POLICY SERVICE REPRESENTATIVE 06/2026 to 10/2026

Pyramid Consulting, Inc./HCSC, Alpharetta, GA

MEMBER SERVICE ADVOCATE II 11/2023 to 01/2026

Concentrix, Raceland, KY

WORK EXPERIENCE

Reviewed 40-50 applications weekly for completeness, correcting errors before approvals moved forward.

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Processed 10-20 Medicare Supplement applications daily, maintaining timely service and accurate case handling.

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Keyed policy information with strong accuracy, supporting consistent data entry and clean record keeping.

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Issued approved applications promptly, helping keep member requests moving through the service queue.

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Handled customer service inquiries by phone, explaining policy steps clearly and professionally.

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Handled 20-30 member calls daily related to claims, benefits, in-network providers, appointments, and premium payments.

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Managed 20-30 transportation requests weekly for UnitedHealthcare members traveling to medical appointments, pharmacies, and approved grocery trips.

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Filed transportation grievances and documented member concerns for follow-up and resolution.

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MEMBER SERVICE REPRESENTATIVE 08/2022 to 03/2023

Concentrix/UHC, Raceland, KY

UBER DRIVER 06/2018 to 06/2019

Uber, Kalamazoo, MI

LYFT DRIVER 06/2018 to 06/2019

Lyft, Kalamazoo, MI

MOLDER/MACHINE OPERATOR 04/2018 to 06/2018

Effex at II Stanley, Battle Creek, MI

NEWSPAPER DELIVERER 08/2015 to 08/2016

Battle Creek Enquirer, Battle Creek, MI

● Transferred members to appropriate departments when additional support was needed. Scheduled doctor, pharmacy, and grocery rides while confirming benefit-approved trip locations.

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Filed 5-10 grievances monthly, documenting member concerns accurately and routing cases for timely follow-up.

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Handled 30-40 member benefit inquiries weekly, answering plan questions and resolving coverage changes with clear, professional communication.

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Coordinated with doctors' offices to resolve billing issues and schedule appointments for members.

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Explained over-the-counter and healthy food benefit balances to members with accuracy and patience.

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Reviewed member plan benefits, changes, and service issues to provide consistent call center support.

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Managed 10 daily trip requests to maintain timely pickups and drop-offs during peak periods.

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● Transported 50 passengers weekly to scheduled destinations across Kalamazoo routes. Delivered courteous customer service by greeting passengers, confirming destinations, and supporting a smooth ride experience.

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Coordinated transportation between changing schedules and traffic conditions to support safe, on-time arrivals.

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Communicated clearly with riders to answer questions, confirm pickup details, and resolve route changes professionally.

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Managed 20-50 trip requests weekly by coordinating routes, timing, and rider communication.

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Transported 5-10 passengers daily between pickup and drop-off locations while maintaining punctual service.

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Provided courteous, professional communication to passengers throughout each ride and resolved basic concerns promptly.

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● Used navigation tools to select efficient routes, adjust for traffic, and keep trips on schedule. Documented trip details accurately and maintained organized records for rides and related administrative follow-up.

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● Prepared raw parts for the machine that applied aluminum coating to vehicle components.

● Removed finished product from the machine and staged it for the next production step. Supported a steady workflow on the line by keeping parts organized and ready for shipment.

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DATA ENTRY CLERK/RECEPTIONIST 02/2005 to 10/2011

Tiger Fugitive Recovery, Battle Creek, MI

WAITRESS/CASHIER 04/2006 to 09/2006

Bookmark Cafe, Hagerstown, IN

HOME HEALTH AIDE 04/2002 to 05/2003

Boland Senior Care, Battle Creek, MI

DATA ENTRY/ TITLE SEARCH REP 10/2002 to 03/2003

Chicago Title and Trust, Battle Creek, MI

Delivered newspapers 7 days a week, 365 days a year, maintaining consistent service across a full delivery schedule.

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Tracked early-morning route completion and adjusted delivery timing to meet customer expectations.

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Handled daily newspaper drop-offs with attention to accuracy, placement, and consistent customer service.

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Covered assigned delivery areas independently while maintaining reliable attendance and route accountability.

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Communicated delivery issues promptly to support smooth route operations and timely problem resolution.

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Scheduled 10-20 appointments monthly and coordinated follow-up details to keep client visits organized.

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Handled 10-20 incoming calls weekly, routed inquiries, and provided clear client information for a bail bonding office.

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Conducted skip tracing to locate individuals and support case follow-up for court-related matters.

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● Maintained filing systems and organized records to support accurate office documentation. Processed accounts payable and receivable while supporting cash flow tracking and routine office accounting.

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Maintained 10-20 drink refills daily to support steady table service and customer satisfaction.

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Handled 10-15 customer orders daily, balancing dine-in requests and accurate cashier transactions during service.

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● Seated customers promptly and managed table flow to keep service moving efficiently.

● Prepared food items with attention to presentation, cleanliness, and order accuracy.

● Processed cashier transactions and reconciled customer payments at the register.

● Prepared 70 meals weekly for residents with individual needs.

● Assisted 7 residents daily with personal hygiene and comfort care.

● Washed client laundry and kept living areas clean, organized, and ready for daily use.

● Administered medications at appropriate times, following established care routines.

● Checked glucose levels for diabetic clients and reported concerns promptly.

● Fed patients who were unable to feed themselves, maintaining patience and dignity. Provided dependable bedside support and responded to client needs with calm, compassionate care.

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Verified property information against source documents to reduce entry errors and maintain accurate records.

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Maintained organized title files and updated search notes to keep information easy to retrieve.

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MEDICAL INFORMATION SPECIALIST 08/1999 to 11/1999

Pitt County Memorial Hospital, Greenville, NC

DATA ENTRY CLERK 04/1999 to 08/1999

Wachovia Bank, Winterville, NC

DATA ENTRY CLERK 05/1998 to 08/1998

Indiana Steel and Wire, Springfield, MI

DATA ENTRY/CUSTOMER SERVICE 09/1991 to 05/1998

Larner Construction and Remodeling, Battle Creek, MI Communicated with internal teams to clarify property details and keep title work moving efficiently.

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● Logged 10-20 physician notes daily to keep patient files current and organized. Entered 20-30 patient records weekly into the hospital database with careful attention to accuracy.

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Entered patient demographics and provider notes into the hospital database with careful attention to accuracy.

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Answered incoming calls and relayed information clearly to support patient and office communication.

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Maintained organized files and coordinated routine administrative tasks for smooth intake workflow.

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Reconciled 10-20 monthly accounts payable items while supporting consistent accounts receivable tracking.

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Processed 10-20 daily data entry records to maintain accurate banking files and timely updates.

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Entered and verified customer and account information with close attention to accuracy and completeness.

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Handled supporting paperwork and transaction details to keep clerical workflows organized during the assignment.

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Maintained professional communication with internal staff to resolve routine questions and clarify missing information.

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Entered and verified financial data in Microsoft Excel and Microsoft Word with consistent accuracy.

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Managed accounts payable and receivable documentation, routing records for timely review and follow-up.

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Communicated with internal contacts by phone to clarify missing information and update records promptly.

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Processed 5-10 invoices monthly while supporting accounts payable and receivable records for daily office operations.

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Managed 10-15 incoming calls weekly while routing customer questions and relaying request details to the right contact.

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Handled payroll tasks and maintained accurate payment records for office staff and related jobsite activity.

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Filed documents and organized customer paperwork to keep records accessible and up to date.

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Entered customer information into the computer system with attention to accuracy and consistent data quality.

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Spring Arbor University, Battle Creek, MI

Associate, Business Management

Battle Creek Central High School, Battle Creek, MI High School Diploma, 01/1990

I was in Marching band and. Also performed in our Follies Jazz band and Pep band. Was invited to multiple USA wide band competitions with my high school band. I was also in choir. EDUCATION

CERTIFICATIONS Driver's License, Aug 1988

PERSONAL Work Permit: Authorized to work in the US for any employer INFORMATION

SECTION NAME Willing to relocate to: Battle Creek, MI

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