Beverly Roman
Warsaw,VA
Summary
Results-driven professional with a strong background in customer relationship management and data analysis. Expertise in resolving complex issues and training new team members to improve service quality and operational efficiency.
Overview
41
41
years of professional experience
Work History
Customer Service Advocate
CareFirst BCBS
Washington, DC
01.1995 - 01.2026
- Responded to customer calls to assist with inquiries and resolve issues.
- Assisted providers and members with inquiries regarding health plan coverage and details.
- Educated customers on benefits services and claims processing to enhance understanding and utilization.
- Resolved member complaints promptly, ensuring satisfaction and fostering trust.
- Collaborated with healthcare providers to efficiently resolve patient issues.
- Utilized Facets software systems to track and manage customer inquiries and appeals.
- Provided accurate, valid, and complete information to customers in a timely manner.
- Leveraged problem-solving skills to address customer issues swiftly, improving overall service experience.
- Coordinated with internal teams to ensure seamless service experiences.
- Worked closely with other departments to ensure quality customer service delivery.
- Trained new team members on customer service protocols and systems.
- Processed adjustments to existing claims.
Clerk
CareFirst BCBS
Washington, DC
01.1985 - 01.1995
- Utilized software systems for data entry and claim processing tasks.
- Maintained organized records and files for easy access and retrieval.
- Performed data entry tasks to update customer accounts records.
- Verified accuracy of all paperwork prior to submission for processing.
- Supported audit preparations by gathering necessary documentation and reports.
- Organized and maintained filing systems for confidential documents.
- Scanned documents into digital formats ensuring accuracy of content.
- Maintained inventory levels of office supplies and equipment.
Education
Certificate - Office Systems Administration
Washington School For Secretaries
Washington, DC03-1996
High School Diploma -
King George High School
King George, VA05-1984
Skills
- Claims processing
- Facets software
- Customer relationship management
- Customer education
- Issue resolution
- Data analysis
- Records management
Timeline
Customer Service Advocate
CareFirst BCBS
01.1995 - 01.2026
Clerk
CareFirst BCBS
01.1985 - 01.1995
Certificate - Office Systems Administration
Washington School For Secretaries
High School Diploma -
King George High School