Angela Martin-Jones

• Assist to resolve client concerns while on the phone, but if they are unable or are asked to escalate a call to a supervisor, manager, etc
• They may escalate the call to a reservation specialist team lead
• If no reservation specialist team lead is available, the RS must document this on the client record and then escalate the call to a supervisor
• Abide by policies and procedures provided in the Training Manual
• Receive phone requests for services, request security questions for each caller's request, assign the reservation to the appropriate members account
• Accommodate and document special requests
• Reservation requests, changes, and cancellations received by phone
• Answer questions about property facilities/services and room accommodations
• Handle special requests, restaurant reservations and setup spa services appointments
• Follow sales techniques to maximize revenue
• Input and access data in the reservation system
• Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system
• Follow proper escalation procedures when addressing guest concerns
• Maintains enough account knowledge to assist clients without delay
• Establishes and maintains strong relationships with clients
• Anticipates customer needs
• Researches complex travel rules and regulations for each client
• Researches and handles traveler complaints
• Provides travel expertise to clients
• Solutions mindset: a passion to find the right solution for the customer (e.g., consultative skills), while also closing the sale and potentially upselling the customer
• De-escalates customer situations, manages customer expectations and follow-up on customer commitments
• Maintains proficiency in programs, products and/or platforms assigned
• Maintains pertinent paperwork and records through data entry
• Communicates with team manager, team members and other teams regarding problems, solutions, and trends
• Responsible for meeting established individual and team performance targets, which include customer service, productivity, and quality standards
• Requires inbound, outbound (callbacks), and email communications to customers
• General database searching skills & handling
• Excellent written and oral communications skills
• Excellent telephone skills, including a professional demeanor, portrayed to customers demonstrated through the ability to ask probing questions, ability to communicate with a sense of urgency
• Strong listening skills (active listening; able to appreciate the context of the business traveler's experience)
• Demonstrated high-level of skill in reservations, reissues /exchanges, ticketing, and customer service
• Excellent time management
• Knowledge of Internet Explorer
• Ability to multitask in multiple windows of activity and navigate web applications on a single computer screen to solve issues for customers
• Knowledge of international exchange rate calculation and taxes
• Creating and resolving sensitive case issues for guests/members, under guest property experience, missing stays, complaints/compliments, CEC/Loyalty experience, Loyalty program issues, billing issues, incorrect reservation cancellation, folio requests, rate comparison and group conference reservations.
• Improved customer satisfaction by addressing and resolving complaints promptly.
• Streamlined store operations for increased efficiency, implementing new processes and procedures.
• Developed strong working relationships with staff, fostering a positive work environment.
• Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
• Facilitated clear communication between employees and upper management through regular meetings and updates.
• Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.

Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.

• Analyzed and approved routine claims that cannot be auto adjudicated
• Applied medical necessity guidelines, determined coverages, completed eligibility verification, identified discrepancies, and applied all cost containment measures to assist in the claim adjudication process
• Coordinated responses for routine phone inquiries and written correspondence related to claim processing issues
• Proofed claims or referral submission to determine, review, or apply appropriate guidelines, coding, member identification processes, provider selection processes, claim coding, including procedure, diagnosis and pre-coding requirements
• Managed claims on desk, route/queues, and ECHS within specified turn-around-time parameters
• Utilized all applicable system functions available ensuring accurate and timely claim processing service.
• Improved claim processing efficiency by streamlining workflows and implementing time-saving strategies.
• Reduced claim processing errors by conducting thorough investigations and accurately interpreting policy details.
• Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
• Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.

• Reviewed and analyzed claim denials to identify and resolve errors and issues
• Tracked all denials by payer and denial category, trending recurring denials, and recommending process improvement or system edits to eliminate future denials
• Received denied claim calls and researched appropriate appeal steps
• Communicated directly with the payers
• Resubmitted denied claims, underpaid claims, and claims that are inaccurately processed by auditing accounts
• Checked on proper payments, coding, balances, adjustments, etc
• And used appropriate reports and working queues
• Tracked and documented all denials by payer, visit type, and denial category
• Knowledgeable with current healthcare trends, including managed care developments, HIPAA standards and governmental program regulations
• Experienced with current coding practices for billing and processing of EOB's
• Ensured that proper reimbursement has been received
• Experienced with the Microsoft Suite including Excel and PowerPoint
• Skilled with managing multiple priorities and deadlines.

• Managed a high volume of phone calls maintaining high quality service
• Troubleshot customer service issues regarding making an online order
• Managed and process and correspondence with customers.

• Provided direct service to adult individuals who experience mental health issues and homelessness
• Ensured program policies and procedures, and emergency procedures are followed by program participants and staff
• Completed the appropriate and necessary documentation regarding participants progress notes, program and building related incidents/activities in accordance with the policy and procedures
• Reviewed and maintained files weekly by making corrections as indicated by reviewers as well assuring the file is in order as indicated by file directory.
• Enhanced client experience by efficiently managing case files and promptly addressing inquiries.
• Increased efficiency in case management through diligent attention to detail and thorough recordkeeping.
• Facilitated successful mediation sessions by providing support materials and maintaining open lines of communication among parties involved.
• Contributed to a positive work environment by fostering strong relationships with colleagues and demonstrating a proactive approach to problemsolving.
• Maintained client confidentiality at all times, preserving trust and upholding ethical standards within the firm.

• Data entry including copying, setting, and working with multiple excel spreadsheets at once
• Set up air bills for FedEx and UPS shipments
• Performed shipping and receiving duties.

• Ensure the proper handling of all specimens received for laboratory testing
• Extensive data entry for requisitions and other required data
• Processed laboratory specimens for histology, cytology, and toxicology
• Prepared specimens for microbiology, special chemistry, chemistry, and hematology
• Maintained files and records and ensured accuracy and confidentiality.