Cathy Walker

• Supported Sales, Call Center and Purchasing to complete order on schedule.

• Adjudicate all claims submitted generating a payment or denial.
• Contact customers, providers and other insurance affiliates to obtain information needed to adjudicate claims.
• Assist customers and providers with claim inquiries.
• Document all relevant information effectively and accurately.
• Review case files and obtain necessary information to determine coverage and the extent of company's liability. 
• Resolved product issues and shared benefits of new technology.

• GoHealth - Chicago, I L Inbound and outbound calls up to 500 per day.
• Gather and entered customer information into the database.
• Probe customer to see if we could get them quotes on new health insurance.
• Schedule callbacks to best suit customer needs.

Senior Assistance Coordinator I , 2016-2018
•  Assist and resolve escalation calls from members, providers, and Blue Cross Blue Shield offices.
•  Log translation requests for medical reports and return to requestor when completed.
•  Review monthly cases opened to document and report appropriate service fees.
•  Train incoming senior assistance coordinators on senior tasks.
Assistance Coordinator ,  2014-2016
•  Provide claim status to members, healthcare providers, and Blue Cross Blue Shield offices worldwide.
•  Manage medical cases for members either seeking or needing medical attention abroad.
•  Educate members on medical benefits and claim reimbursement process.

• Orbitz - Chicago, I L Inbound and Outbound calls up to 300 per day.
• Review Hotel and Flight Reservations.
• Review and determine if Reservations are Fraudulent.
• Use Lexis Nexis and White Pages Pro to verify customers name and address.
• Called the hotel to cancel the Reservation and negotiate with hotel to cancel without penalty to the company.
• Updated Reservations and Customer's Accounts.
• Called Bank to get name and address verification.
• Called the Customer to confirm details on their reservations.

• Performed manual testing on web-based applications.
• Strong working knowledge of regression, unit, Systems Integration, End to End and User Acceptance testing in an eCommerce development environment.
• Responsible for the writing and execution of test scripts.
• Ability to work in an intensive pace of delivery and frequent context shifting which requires a large amount of focus and ingenuity.
• Experience with working with QA Manager, Team Leads and scrum teams to provide estimation of testing and resource requirements for Development Projects within incremental deliveries.
• Hands on manual testing of web applications Involved in all aspects of testing, such as unit, load, stress, regression, and user acceptance testing.

• Managed and trained group of 10 people.
• Maintained and ensured 100 % accuracy and quality of existing and new customer accounts and contacts.
• Validated and created all new accounts to ensure consistent name and address standardization for accounts.
• Managed, edit, duplicate and de-duplicate customer accounts and contacts.
• Maintained and supported all tax files and audits.
• Processed and maintained all parameters for customer contracts and terms.

• Scheduled, verified, updated and pushed out and expedited purchase orders.
• Updated vendor contracts, items on back order,and verification of shipments lost.
• Managed a team that was responsible for looking into incorrect invoices, deciding if the customer was due a credit or debit and providing the new invoice.
• I also trained, assisted and managed a team of 8 as well as supported a.

• Mentored and coached a team of 25.
• Escalated phone calls Trained and monitored calls for the team.
• Customer complaints Updated and corrected all timecards for the team.
• Renewed and upsold all products On the floor and to assist and take Supervisor calls.
• Assist the Team Supervisor with other assigned duties.