I have over 20 years experience as a center point of contact/liason and over 9 years as a remote telecommuter. I'm excited to extend my customer service career and become a valuable asset to your organization.
Hi, I’m
Aris Jones
Kissimmee,FL
Summary
Overview
18
years of professional experience
Work History
Healthfirst
Support Specialist
11.2013 - Current
Job overview
- Responsible for authorizing approved services for Managed Long Term Care (MLTC) members.
• Conducted outreaches for newly enrolled members to review current and approved services, durable medical equipment (DME) and additional requests
• Reviewed intake documents for pre-approved services and escalated discrepancies as needed
• Completed Welcome Onboarding and Consumer Directed Personal Assistant Assessments and identified any issues or risk factors that require clinical escalations to a CM/PCM.
• Initiated and finalized authorizations in Trucare for preapproved services and durable medical equipment (DME) and updated and discontinued authorizations when applicable
• Handled and accurately documented calls to and from members to assist with benefit questions/issues, schedules appointments, assessment inquiries, service issues and grievances while maintaining 98% accuracy. Received calls through ACD call queue.
• Handled and accurately documented calls to and from providers regarding authorizations initiation/updates, referrals, visits, tests, and faxed care plans
• Provided education to members and providers regarding requirements for approval of service requests
• Managed a large caseload while communicating member issues or needs and monitoring screening of members effectively to improve quality and cost outcomes
• Efficient in Excel, Trucare, CCMS, Epaces, Macess, ERPs, Salesforce, SharePoint, Outlook, Workday
Sprint
Technical Support Representative
04.2008 - 09.2013
Job overview
- Responsible for being a center point of contact between customers, technicians and management.
• Managed data network and voice network trouble tickets throughout their entire lives, from open to close. Recommended corrective action.
• Handled situations which require adaptation of response or research according to unique customer situations. Maintained logs so recurring problems can be reported to product or service development.
• Acquired necessary information and routed tickets for coordination of dispatches to customer premises. Handled inbound ACD calls from a queue and made outbound calls to give ticket status while multitasking to manage work load
THE COCA-COLA COMPANY
Account Coordinator
11.2006 - 04.2008
Job overview
- Managed USA Callboard of assigned franchise inbound equipment resolutions and sales requests
• Accountable for "Parts Orders" requested to ensure accurate merchandising of Coca-Cola cooler equipment
• Partnered with Senior Sales Executives to recommend equipment that will maximize profit potential for each location
• Responsible for ordering fountain equipment and scheduling installs or removals
• Utilized AS400, JD Edwards, BOSS, SAP and Outlook applications simultaneously to effectively communicate with Sales Executives and fountain equipment users..
Education
Rufus King High School for the College
International Baccalaureate
06.1999
University Overview
Skills
- High customer service standards
- Excels in verbal and written communication
- Devoted to data integrity
- 10 key data entry proficiency, over 45 wpm
- Clear and efficient communicator
- Understanding of troubleshooting isolation
- Social Skills
- Customer Communication and Empathy
Timeline
Support Specialist
Healthfirst
11.2013 - Current
Technical Support Representative
Sprint
04.2008 - 09.2013
Account Coordinator
THE COCA-COLA COMPANY
11.2006 - 04.2008
Rufus King High School for the College
International Baccalaureate