Beth Ann Oberly
Red Hill,Pennsylvania
Summary
Proven Case Manager with a track record of enhancing client satisfaction at AARP Healthcare, good at problem-solving and emotional awareness. Assisted in making quality improvements with excellent communication and organization skills.
I am a team player with a focus on customer service.
Overview
22
22
years of professional experience
Work History
Case Manager
AARP Healthcare Administrated by The Hartford
Fogelsville, PA
10.1987 - 08.2009
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Assessed situations, identifying concerns, goals, and necessary procedures for resolution.
- Monitored my cases closely, adjusting case handling based on changes in circumstances or new information received.
- Improved client satisfaction by efficiently addressing concerns and complaints in a timely manner.
- Participated in regular training opportunities to stay current on regulations and procedures.
- Reviewed Power of Attorney documents for validity.
- Kept detailed and organized notes and paperwork.
Quality Review Monitor
AARP Healthcare
Fogelsville, PA
10.1987 - 08.2009
- Listened to taped phone calls and reviewed correspondence handled by Customer Service Representatives.
- Listened for tone, courtesy, accuracy of information provided and compliance with HIPPA and other requirements.
- Reviewed letters for accuracy and compliance.
New Hire Trainer
AARP Healthcare Hartford
Fogelsville, PA
10.1987 - 08.2009
- Traveled between the Fogelsville and Fort Washington sites.
- Prepared scripts for trainers to use on various topics. Enrollments, Correspondence, Payment processing, Claims etc.
- Helped trainees develop skills and good work habits needed for their success.
Customer Service Representative Team Lead
AARP Healthcare Administrated by The Hartford
Fogelsville, PA
10.1987 - 08.2009
- Assisted customers calling the contact center.
- Provided plan information and procedures to enroll and maintain customers.
- Represented both the AARP Association and The Hartford Insurance Company.
- Assisted my supervisor in the daily tasks of managing a team of 16 Customer Service Representatives.
- Helped to write Performance Appraisals for Customer Service Representatives.
- Provided feedback to Customer Service Representatives to improve their work performance.
Education
Business Management
Penn State University
Fogelsville, PAHigh School Diploma - College Prep
Catasauqua High School
Catasauqua, PA06.1975
Skills
- Problem-Solving
- Case Documentation
- Organization and Multitasking
- Conflict Resolution
- Positive Attitude
- Email and Telephone Etiquette
- Emotional awareness
- Time Management
- Teamwork and Collaboration
- Excellent Communication
- Reliability
- Professionalism
Timeline
Case Manager
AARP Healthcare Administrated by The Hartford
10.1987 - 08.2009
Quality Review Monitor
AARP Healthcare
10.1987 - 08.2009
New Hire Trainer
AARP Healthcare Hartford
10.1987 - 08.2009
Customer Service Representative Team Lead
AARP Healthcare Administrated by The Hartford
10.1987 - 08.2009
Business Management
Penn State University
High School Diploma - College Prep
Catasauqua High School