Azja E. Office
Brandon
Summary
Seeking a career in the health science sector of a well-respected company where I can utilize my strong communication and interpersonal skills. Also, I am seeking employment in a professional environment where I can diversify and improve upon the skill’s I’ve gained to explore my passion for customer service and enhancing the company’s productivity.
Overview
9
9
years of professional experience
Work History
Medicare Tier 2
Maximus Federal Inc.
08.2024 - Current
- Provided timely and accurate responses to customer inquiries regarding insurance hospital and medical claims, ensuring clarity and understanding.
- Delivered exceptional customer service by addressing claims-related questions, identifying issues, and escalating complex cases when necessary.
- Offered detailed explanations and guidance on Medicare appeals, redeterminations, and other healthcare-related topics.
- Identified and resolved issues related to Medicare benefits, coverage, and claims, ensuring accurate information and timely resolutions for beneficiaries.
- Consistently achieved a 5-star customer satisfaction rating through voice chat by providing prompt, clear, and effective assistance.
- Assisted in handling fraud escalations by investigating suspicious claims, gathering relevant information, and collaborating with the fraud department to ensure proper resolution.
- Contacted suppliers to resolve issues beneficiaries faced while ordering medical equipment and supplies, ensuring prompt and accurate order fulfillment and customer satisfaction.
- Explored beneficiaries needs and enrolled them into the most suitable plans, ensuring optimal coverage and satisfaction based on individual preferences and requirements.
Dual Marketplace and Medicare Customer Service Representative
Maximus Federal Inc
09.2020 - 08.2024
- Answered 250 (avg.) calls per day for healthcare members exceeding quota by 15%.
- Provided prompt customer support with professional, friendly, and patient attitude.
- Proactively memorized over 55 company products and services.
- Completed customer insight reports and input over 10,000 units of sensitive data.
- Trained 10 new hires on company-specific policies, procedures, and compliance guidelines.
- Received 5- star customer satisfaction rating through voice, chat , and email communication.
- Listened, diagnosed and resolved technical issues by guiding users through step-by-step solutions.
- Politely addressed any customers complaints, escalating to management when necessary.
- Review incoming claims for our record keeping clients and pulling supporting documentation on beneficiaries and consumers coverage.
Physical Therapy Technician
Fit 4 Life
08.2020 - 10.2020
- Responsible for assisting physical therapist with planning and implementation of patient care.
- Provide administrative support and assist with assessing patients and establishing treatment plans and goals.
- Cares for patients as needed, responding to their request for assistance and administering routine exams and treatments.
- Assist with patient prep before treatment, transferring, transporting, positioning patients, also assisting during and after treatment as needed.
- Performed selective treatment procedures according to their ability, make recommendations to patients and assess their abilities and limits, documenting and communicating this information to physical therapist.
- Manage and maintain physical therapy equipment. Including setting up and taking down relevant equipment for physical therapist to use during treatment sessions
- Maintaining patient confidentiality at all times. Also, placing new files together and emailing important paperwork to new patients.
- Sent out email, and text message reminders of appointments to all patients.
- Strong problem solving and decision-making abilities and having knowledge of and respect for standard policies regulations and confidentiality agreements.
- Responding to patient questions and concerns, delivering information and maintain patient satisfaction.
Office Manager
Non- Secure Programs Inc.
02.2020 - 08.2020
- Sent 25-30 emails/ daily to public defenders, demonstrating a mastery of written communication and attention to detail.
- Oversee orientation of new offenders in accordance with policy's and procedures, including room assignments and disbursement of linens.
- Maintain relationships with organizations, groups individuals, and other community sources.
- Ensure proper documentation of appointments and utilization of these agencies
- Supervise and facilitate the maintenance and appearance of the facility
- Complete daily, weekly, and monthly safety, security and sanitation inspections.
- Skilled Medication Aid with in-depth knowledge of medication disbursement procedures.
- Following all applicable medication administration standards within the timely disbursement of medication.
- Assist with other duties as deemed necessary by the Director.
Admissions/ Intake Administrator
Non- Secure Programs Inc.
02.2020 - 08.2020
- Answer and respond immediately to telephone and email inquiries from public defender’s office, probation officers, and county judges concerning potential client’s admission into this short-term residential drug and alcohol abuse rehabilitation facility.
- Performed admission assessments for all prospective clients to verify that client's meet the clinical criteria for admission.
- Creating newsletters and power point presentations, to update circuit administrators, probation officers, public defender’s, and county judges of any new procedures, bed space availability, and updates of the facility in general.
- Communicate assessment information to treatment counselors and director of the facility.
Assistant Textbook Supervisor
Florida A&M University Barnes And Noble Bookstore
07.2018 - 02.2020
- Managed 2 phone lines and facilitated over 20 calls per day with clients, vendors, staff, and publishers to keep up with necessary book orders, and book returns.
- Work with professors, faculty, and staff to determine textbook requirements for their students.
- Processed and prepare invoices for accounts payable and approved purchase orders for textbooks using the Text Aid System.
- Provided administrative and clerical support via MBS system applications and Microsoft Excel.
- Processed online book orders as well as overseeing student systems on the college’s administrative computer system as related to Bookstore operations.
- Provided excellent customer service with a helpful and friendly attitude.
Sales Associate
Rainbow Apparel Co
05.2016 - 12.2019
- Executed sales daily through a series of at least 800 transactions on a weekly basis.
- Achieved “Employee of the Month” three times due to outstanding customer service and increase in sales revenue generated.
- Mentored new sales associates in training for their position by handling cash registers, ticketing merchandise and organizing the inventory room.
Bookseller
Florida A&M University Barnes and Noble Bookstore
07.2017 - 07.2018
- Managed day-to-day cashier and bookseller operations for a busy student bookstore. Assisted an average of 200 customers daily. Offering products that contributes to the overall $15k in sales revenue generated.
- Manage proper and attractive merchandise display, ensuring strategic placement of products for maximized purchases.
- Coordinate pick up and delivery of express mail services, unpacked inventory, and stocked supplies.
- Provide outstanding customer service, receiving 95% in customer service feedback survey.
- Started and grew the Florida A&M University Bookstore's Instagram account, maintaining a 20% engagement rate in 4 months.
Education
Bachelor of Science - Physical Therapy (Pre-Physical Therapy)
Florida Agricultural And Mechanical University
Tallahassee, FL12.2019
Certification: Rehabilitation Service Management -
Florida Agricultural And Mechanical University
Tallahassee, FL08.2019
Skills
- Microsoft Office
- Computer Software
- Leadership
- Problem-solving skills
- Time Management
- Multi-task
- Medical Terminology
- Impeccable Organization
- Ability to build strong relationships with teams and leaders
- Exceptional verbal and written communication skills
- Group Insurance experience
Timeline
Medicare Tier 2
Maximus Federal Inc.
08.2024 - Current
Dual Marketplace and Medicare Customer Service Representative
Maximus Federal Inc
09.2020 - 08.2024
Physical Therapy Technician
Fit 4 Life
08.2020 - 10.2020
Office Manager
Non- Secure Programs Inc.
02.2020 - 08.2020
Admissions/ Intake Administrator
Non- Secure Programs Inc.
02.2020 - 08.2020
Assistant Textbook Supervisor
Florida A&M University Barnes And Noble Bookstore
07.2018 - 02.2020
Bookseller
Florida A&M University Barnes and Noble Bookstore
07.2017 - 07.2018
Sales Associate
Rainbow Apparel Co
05.2016 - 12.2019
Certification: Rehabilitation Service Management -
Florida Agricultural And Mechanical University
Bachelor of Science - Physical Therapy (Pre-Physical Therapy)
Florida Agricultural And Mechanical University
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