Application for federal job openings.

Leah J. Wulfkuhle

Objective Opportunity to apply my management, leadership and customer service skills.

Experience Blue Cross and Blue Shield of Kansas October 1986 to February 29, 2008

Positions held at BCBSKS

Manager, Medicare Appeals and Customer Service January 2000 to February 2008

♦ Managed multiple units including beneficiary and provider contact center and appeals

♦ Assisted in establishing a satellite contact center for written and telephone inquires

♦ Monitor incoming call volumes and staffing

♦ Compile and analyze statistical data regarding call center performance

♦ Monitor employee performance and attendance

♦ Handle escalated calls as well as congressional inquiries

♦ Motivate employees to meet departmental and corporate goals

♦ Interview and hire staff, perform annual performance evaluations

♦ Prepare annual budget estimates for costs and workload

♦ Review and implement government guidelines and regulations related to areas of responsibility

♦ Assist with the preparation and approval of International Standards Organization (ISO) work instructions

♦ Prepare presentations and attend Advisory Group meetings and health fairs

Supervisor, Medicare Review November 1991 to January 2000

♦ Supervise unit of 25 to 35 employees handling written and telephone appeals

♦ Track employee performance/attendance and handle any counseling situations

♦ Complete daily, weekly and monthly workload reports to management and government agency

♦ Assist with Medical Review decisions regarding coverage

Assistant Supervisor, Medicare Reviews June 1989 to November 1991

♦ Prepare training materials and procedure manual

♦ Train employees on duties within the department

♦ Perform quality review on employees in the area

Medicare Review Correspondent July 1988 to June 1989

♦ Respond in writing to incoming appeal requests from beneficiaries and providers

♦ Made outgoing calls to request documentation

Boeing Claims Processor October 1986 to July 1988

♦ Data entry of medical claims

♦ Review of guidelines and adjudication of claims

Education ♦ Corporate Training

♦ Excel - Introduction, Intermediate and Creating Charts and Graphs

♦ Access – Introduction and Intermediate

♦ VITAL Leadership

♦ Conflict Resolution

♦ Coaching for Top Performers

♦ Decision Making Seminar

♦ Diversity in the Workplace

♦ Creative Thinking

♦ One Minute Manager

♦ Influencing Others

♦ Time Management

♦ Generational Management

♦ Medical Terminology

♦ High School graduate – Central Heights High School, Richmond, KS

Skills and Competencies

♦ Ability to interact well with a diverse group of people

♦ Fast learner

♦ Team player

♦ Strong work ethic

♦ Proficient using PC and laptop

♦ Software - Word, Excel, Access, Power Point, Lotus Notes

♦ Continue education at any opportunity given

♦ Good communication skills

References

♦ Available upon request

Contact this candidate