Administrative Associate

ALICE V DETTREY

***** * *** * *** Moor Dr

Monument, Colorado 80132 H 719-***-****

Email: **********@***.*** C 719-***-****

SUMMARY

Experienced people-oriented team player, who possesses excellent communication skills, written, verbal, and organizational, with an extensive background in Office Administration and Customer Service.

 Customer Service

 Trainer

 Team Player

 Problemsolver/Troubleshooter

 CPT/ ICD 9 Coding  Self starter

 Negotiator

 Administrative analyst

 Initiative

 Patient Registration/Scheduling

 Skilled supervisor

 MS Word, Excel, Publisher

 Professional

 People-oriented

 Medical Billing/Collections

CAREER HISTORY

Customer Service Representative II 02/2006 to 01/2007

Tri-West Healthcare Alliance

• Respond to phone and web-mail inquiries regarding all aspects of the TRICARE program, to include information and assistance with enrollment, eligibility, benefits, and the location and use of network and certified providers. All tasks and responsibilities are to be performed in accordance with TRICARE policies and contract requirements. Work well in a fast paced environment.

• Produced 20 percent increase in income through freedom to negotiate fees.

• Demonstrated customer service skills in a high volume call center environment.

• Certified in the TPR/TRS portion of Benefits to Beneficiaries

Member Service Associate 2/2005 - 9/2005

USAA, Colorado Springs/CO

• Especially adept at guiding clients through coverage adjustments, adding/deleting vehicles/drivers process.

• Directed the member to the correct area of need: Claims, Homeowners, etc

• Significantly expanded repeat business.

• Assist members with USAA website, to help set up services/unlock account

• Especially skilled at referrals for other services offered within USAA

• Maintained referrals for other services offered within USAA

• Expert policy services representative for automobile customer inquiries.

• Respond to phone and web-mail inquiries

Referral Coordinator 10/2002 - 12/2004

Spectrum Healthcare

USAFA/CO

• Responsible for tracking ancillary & commander’s reports

• Spearheaded quarterly records audit.

• Coordinated with site nurse on administrative issues regarding patient referral

• Communicated with Clinics regarding Referrals in there Clinical Que

• Assisted and directed patients to obtaining Medicare Providers

• Completed Registration for all incoming Active Duty and family members

• Maintained current Medicare Directory for Medicare Providers

• Especially strong in: Medical Terminology, Referrals to EFAX to Tri-West

• Identify incoming calls and transfer to appropriate staff member

Healthcare Cost Recovery/Billing/TPC 3/2002 - 9/2002

Tree Frog Data Solutions

USAFA/CO

• Responsible for maintaining Administrative Records

• Collaborated with Medical Records, Medical Transcription and Coding staff to improve quality of Documentation in support of Third Party Collections

• Responsible for Verification and Input of all Updated Insurance Information for beneficiaries with billable coverage

• Gathered appropriate information for insurance companies so no delay in payments would occur

• Corresponded with Patient on Discrepancies in Coverage

• Maintained copies of information that has to be relayed to the insurance company for recertification

• Coding both CPT and ICD 9

• Maintained both UB-92/HCFA 1500/1450

Senior Customer Care Representative 7/1996 - 12/2001

Adelphia Communications

Colorado Springs/CO

• Demonstrated Courtesy and Patience in all Customer Relations

• Performed the selling of New Services to both New and Existing Customers

• Made Valid Attempts to prevent Disco or Downgrade of Service, Troubleshot any and all issues with reconnecting of devices and or service related problems.

• Provided appropriate Billing, Service, Programming and Maintenance Information

• Educated Customer on all Marketing Programs and Promotions

• Responded to Routine Issues requiring understanding of system products, services and internal process/ procedure

• Maintained Quality Assurance Stats (monthly)

• Performed Advanced Hands on Training

Office Manager 09/1993-7/1996

Dales Paint Supply Co.

Colorado Springs/CO

• Maintained all MSDS and Safety Files

• Performed Monthly Billing Statements

• Performed Monthly Collection Calls

• Processed Charge Account Applications

• Maintained all Incoming/Outgoing Orders

• Developed and Enhanced Product Relations with all Vendors

• Monitored Daily Charge/Cash Sales

• Communicated Account Status with Management/Owner

• Processed Monthly Account Payables

Education:

Widefield High School 5/1977

Diploma

Additional Skills:

10 Key: 14,481 ksph 90% accuracy

Typing: 35 wpm 95% accuracy

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