Customer Service Administrative Assistant

RITA NIXON - McKELLER

**** *** ****** ******** *****, Al 35127

***/***-****

*************@*****.***

SUMMARY

To obtain a position with a progressive and innovative company that can utilize my experience, knowledge, and education to assist each other in a successful working relationship.

WORK HISTORY

Viva Health Insurance Co

Credentialing Specialist 2/2008 – Present

• Credential new and returning physicians for Health Plan

• Credential new and returning ancillaries

• Verify Physician’s education

• Verify physician’s Medical, DEA and Controlled Substance license

• Verify physician’s board certification

• Verify Physician’s hospital privileges

• Review Physician’s files annually to ensure CMS regulations are met

UHSF/Kirkland Clinic/ Primary Care Clinic 2/2006 – 2/2008

Billing/Referral Specialist

• Review Insurance Billing for Accuracy and completion

• Verify Medicaid and other insurance status/eligibility

• Process Referral documents

• Schedule specialty appointments and notify patients of appt date & time.

• Collect insurance co-payments

• Register Patients to see the Physician

FEMA/ Teletech Government Solutions 8/2005 - 2/2006

Customer Service Rep

• Answered inbound calls in an call center setting

• Assisted Hurricane victims with completing applications for Fema Financial assistance

• Verified applications information to ensure accuracy

Shelby Insurance, Birmingham, AL 5/1997- 8/2005

Property Underwriter

Processing Supervisor

Interim Customer Service Supervisor

Customer Service Representative

Underwriting

• Well versed in insurance policy language and able to explain coverage and policy changes to agents – especially Pennsylvania policies

• Participated in site visits with marketing representative to welcome new agents, provide system training and perform periodic audits of policy holder files

• Implemented various rate increases and product changes and managed phone calls from agents regarding these changes

• Selected to create, test and implement system edits that ensured policy guidelines would be followed

• Served as key contact for independent inspection of all homes in Pennsylvania – major project enabled firm to better manage risk and appropriately insure homes

• Communicated regularly with 185+ agents – monitored performance, loss ratio, written premium and retention of accounts, also managed request for agency exceptions

• Reviewed new business entries, as well as automated agents entries

• Reviewed claims and made the necessary adjustments to policies

• Reviewed customers credit file to determine if qualified for coverage

• Provided renewal underwriting to determine if changes should be made to policies

Leadership/Supervision

• Supervised a team of 18 employees processing new business, endorsements, policy changes and cancellations

• Provided workflow and systems training for new hires and assisted with creation of a workflow procedure manual

• Reduced backlog of paperwork 87% within six months of accepting supervisory position by reworking procedures, educating staff and establishing performance standards

• Instituted employee audits and provided feedback to insure that employees were trained and that performance standards were met

• Successfully managed a $6.5M book transfer from a major carrier to Shelby – led administrative transfer of work – successfully tracked policies, provided quotes and converted business to Shelby

• Achieved team turnaround time of 3 – 5 days while maintaining quality

• Supervised and monitored ACD customer service call group a team of 15 employees

• Maintained personnel files

Customer Service

• Answered incoming calls in an ACD phone group assisting with various issues

• Have served a variety of agents and insurance brokers involved in property and casualty insurance – consistently resolve 99% of problems/concerns on first call

• Effectively managed 40 – 100 calls per day depending on call volume – managed call reports

and turn around time for the department

University of Alabama Bio Statistics Dept, Birmingham, AL 5/1996 – 5/1997

Data Entry Operator II – Biostatistics

• Entered and verified research data for Aids and Cancer studies

• Trained new hires

• Verified other processors Data on a daily basis

Booker T. Washington Corporation, Birmingham, AL 1987 – 5/1996

Administrative Assistant – Broadcasting Company

Bookkeeper – Broadcasting Company

Cashier- Booker T. Washington Ins Co

Secretary/Claims Clerk – Insurance Company

Administrative Assistant

• Provided assistance to the General Manager of WENN Radio 107.7 FM

• Heavy typing, filing, reviewed all incoming mail, made travel arrangements, setup appointments and meetings for the GM

• Answered and screened all incoming call as well as greeted all guest for the GM

• Maintained various report dealing with the station’s ratings

• Receipted all incoming funds for radio advertisement, balanced the books and made daily bank deposits

• Verified and mailed production contracts

Bookkeeper

• Prepared and delivered daily bank deposits

• Receipted all incoming funds for radio advertisement

• Balanced books to ensure accuracy

• Provided customer service to walk in clients

• Assisted the promotions director as well as the program with typing correspondence

Cashier

• Received premium payments from customer

• Balanced books to ensure accuracy and logged currency info into the computer system

• Prepared and delivered daily bank deposits

Secretary/ Claims Clerk

• Logged all incoming claims into the computer system for tracking purposes

• Processed death claims, cash surrender claims, cancellations and policy loans for clients

• Prepared correspondence for mailing with checks

• Provided assistance to the Claims Manager by filing and typing correspondence and answering and screening calls, and setting up appointments

COMPUTER EXPERIENCE

PC: Microsoft Word, Excel, Outlook, PowerPoint; Mainframe: AS400, Citrix, Imaging: ImageWrite

Typing 50 wpm

EDUCATION/TRAINING

Booker T. Washington Business College- Associates of Science Degree- Business Administration

Insurance Courses: Property & Casualty Pictorial, Homeowners Coverage Pictorial,

INS 21 and API 28;

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