Summary
Overview
Work History
Education
Skills
Timeline
Generic

CATIA WASHINGTON

Hackensack,NJ

Summary

To obtain a rewarding position where my interpersonal,organizational, and case management skills and customer friendly skills can be utilized

Overview

12
12
years of professional experience

Work History

Coverage Determination Representative II

CVS Pharmacy
08.2023 - Current
  • Conducted company performance evaluations after events to assess interest level shown for products and services and discover opportunities for growth.
  • Planned and executed company participation in trade shows and conferences to initiate relationships with potential clients and promote products and services.
  • Understood each target customer's business model, mapped out organization, and identified unique technology needs.
  • Generated reports and provided feedback to management on tradeshow turnouts to inform decision-making on future involvement in events.
  • Gathered, organized and input information into digital database.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Frequently inspected production area to verify proper equipment operation.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Coverage Determination
  • Claims
  • Denials
  • Dismissals
  • Prescriptions

Prior Authorization Intake Coordinator

Cohere Health
10.2022 - 12.2022
  • Utilize CMS and InterQual criteria to establish authorizations for members requiring medical services for a Medicare advantage insurance company
  • Manage quality communication, patient support and service representation with patients and providers to establish equipment/procedures statuses and expedite orders
  • Electronic records
  • Data entry
  • Word processing
  • CPT codes
  • Call center
  • Salesforce,Zendesk and Citrix
  • Obtain authorizations for MRI and knee injections
  • Experience in A/R very strong, and attorneys liens
  • Monitor DDE system for contract adjustments, payments, and error corrections
  • Escalate system defects with a sense of urgency to avoid member disruption
  • Schedule appointments for in-house MRI and procedures along with outside providers and facilities
  • Review commercial, medicare, and FDA guidelines for proper review on maintenance medications
  • Verify medical insurance, research denials, audit accounts and post payments/denials from EOB
  • Work in the DDE system to correct, cancel and modify accounts as needed
  • Analyze and resolve incorrect payments, EOB rejections, and other issues with outstanding accounts
  • Protect the confidentiality of patient's health information from other members and personnel in compliance with HIPAA
  • Check CPT codes to see if they require authorization for providers and fax results of inquiry to provider
  • Update EMR to enable nursing staff to send faxes to pharmacies, and update referring physician addresses/NPI numbers
  • Monitor claim balances in A/R in order to assure timely filing, appeals, and guidelines are meet
  • Performed detailed medical reviews of prior authorization request, following established criteria and protocols
  • Applied knowledge of Medicare, Medicaid and third-party payer requirements utilizing on-line eligibility systems to verify patient coverage and policy limitations
  • Scheduled peer to peer reviews for physicians to discuss medical necessity with insurance providers
  • Contacted insurance carriers to obtain authorizations, notifications and pre-certifications for patients
  • Notified ordering providers of denied authorizations
  • Maintained files for referral and insurance information, entering referrals into system
  • Coordinated resolutions for issues and appealed denied authorizations
  • Scheduled patient appointments, diagnostic specialty appointments, tests and procedures
  • Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans
  • Collaborated with internal departments to provide account status updates
  • Contacted insurance companies to obtain necessary preauthorizations needed for upcoming tests and procedures
  • Clarified patient inquiries and questions to update patient account information in computer system
  • Provided accurate information to all parties, including patients, insurance providers, healthcare staff and office personnel by using effective written and verbal communication skills
  • Identified reasons behind denied claims and worked closely with insurance carriers to promote resolutions
  • Used [Software] to input claim, prior authorization and other important medical data into system
  • Determined which party would be liable for payment on medical services by thoroughly reviewing patient insurance coverage
  • Adhered to HIPAA requirements to safeguard patient confidentiality
  • Answered telephones and directed calls to appropriate medical or adminstrative staff
  • Scheduled and confirmed patient appointments and consultations
  • Communicated with patients with compassion while keeping medical information private
  • Managed front office customer service, appointment management, billing and administration tasks to streamline workflow
  • Greeted patients, determined purpose of visit and directed to appropriate staff
  • Transmitted medical records and other correspondence by mail, e-mail, or fax
  • Collaborated with multi-disciplinary staff to improve overall patient care and response times
  • Scheduled tests, lab work or x-rays for patients based on physician orders
  • Prepared reports, invoices, letters, or medical records using word processing, spreadsheet, or other software applications
  • Compiled and coded patient information or data in appropriate computer system
  • Ordered and maintained supply inventory for medical office
  • Completed relevant insurance and other claim forms
  • Interviewed patients to complete case histories and intake forms
  • Routed laboratory or diagnostic results to appropriate staff
  • Arranged hospital admissions for patients as required
  • Performed bookkeeping duties, preparing and sending financial statements or bills
  • Transcribed recorded practitioners' diagnoses and recommendations into medical records
  • Assisted physicians with finalizing reports, speeches or presentations
  • Collaborated with medical scientists to prepare reports, articles or conference presentations.
  • Verified eligibility and compliance with authorization requirements for service providers.
  • Fielded telephone inquiries on authorization details from plan members and medical staff.
  • Prepared and distributed denial letters, detailing reasons for denial and possible appeal measures.
  • Tracked referral submission during facilitation of prior authorization issuance.
  • Obtained and logged accurate patient insurance and demographic information for use by insurance providers and medical personnel.
  • Triaged unscheduled and emergency authorizations, directing submissions to appropriate personnel for rapid response.
  • Processed patients lacking coverage for planned procedures.
  • Created and maintained spreadsheets detailing medical procedures and insurance denials and approvals.
  • Authorized surgical requests in accordance with applicable plan guidelines.
  • Collected and processed patient liability statements prior to service.
  • Responded to inquiries from healthcare providers regarding prior authorization requests.
  • Evaluated clinical criteria for approval or denial of services requiring pre-authorization.
  • Analyzed medical records and other documents to determine approval of requests for authorization.
  • Provided prior authorization support for physicians, healthcare providers and patients in accordance with payer guidelines.
  • Input all patient data regarding claims and prior authorizations into system accurately.
  • Reached out to insurance carriers to obtain prior authorization for testing and procedures.
  • Reviewed appeals for prior authorization requests and communicated with payers to resolve issues.
  • Researched denied claims and contacted insurance companies to resolve these issues.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Performed various administrative tasks by filing, copying and faxing documents.
  • Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
  • Obtained payments from patients and scanned identification and insurance cards.
  • Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
  • Organized and maintained patient chart filing system to promote quick data finding for staff.
  • Completed administrative patient intakes with case histories, insurance information and mandated forms.
  • Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
  • Prepared and processed patient referrals and transfer requests.
  • Managed office logistics by scheduling appointments, maintaining files and collecting payments.
  • Registered and verified patient records before triage with most up-to-date information.
  • Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
  • Processed medical insurance claims and payments.
  • Received and routed laboratory results to correct clinical staff members.
  • Conducted patient intake interviews, recording and documenting relevant information.
  • Assisted with medical coding and billing tasks.

Customer Service Rep/Data

United Healthcare Group
03.2022 - 07.2022
  • Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
  • Documentation Review
  • Insurance enrollment
  • Scheduling
  • Utilized Salesforce,Citrix, Zendesk, and AWS
  • Data entry
  • Cpt codes
  • Word processing
  • Technical support
  • Responded to customer initiated interactions such as phone calls and emails on a one on one communication basis
  • Provided after hours emergency assistance to customers on a rotating basis
  • Excellent written and verbal skills
  • Claims processing
  • Customer requests process life cycle
  • Customer service/ Call center
  • Electronic faxing
  • Top notch customer attitude
  • Assist customers in navigating myuhc.com and other UnitedHealth Group websites while encouraging and guiding them towards becoming self-sufficient in using these tools
  • Inbound/outbound calls (70-80 a day )
  • Top notch support with excellent interactions with customers
  • Provides customer service by sharing accurate and timely information customers
  • Utilize quality guidelines and resources also partnering with stakeholders as needed
  • Respond to and resolve on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
  • Educate customers about the fundamentals and benefits of consumer-driven health care, guiding them on topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
  • Supports customers with live contact-related questions, restricted account actions, concessions approvals, and other operational support and performs research as needed
  • Responds to incoming specialty processes, escalated issues, and support requests by monitoring incoming requests
  • Escalates systemic issues using available tools (for example, Gemba, Leadership, JIRA
  • CONTACT TRACER
  • PGC
  • Input client information into spreadsheets and company database to provide leaders with quick access to essential client data
  • Adhered to compliance and privacy policies and procedures to maintain confidentiality and information protection
  • Coordinated, scheduled and executed in-depth data entry projects
  • Reviewed system for errors or duplicate entries to prepare final product
  • Maintained databases by creating new records or updating existing ones
  • Transcribed data from source documents using standardized procedures and data recording devices
  • Identified errors in data entry and related issues by mentioning to supervisors for resolution
  • Communicated by telephone and email for routine exchange of information
  • Created spreadsheets or other documents using data from internal or external sources
  • Input numerical or alphabetical data into computer systems using standardized procedures
  • Reviewed information input against instructions to verify accuracy of data transmitted
  • Extracted information from documents to verify correctness
  • Coordinated with customers to resolve problems regarding process discipline, data accuracy and data integrity
  • Copied hard data into [Software] to facilitate smooth [Result]
  • Reviewed and resolved claim issues captured in [Type] edits and clearinghouse
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries
  • Supported sales team members to drive growth and development
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support
  • Updated databases with new and modified customer data
  • Conferred with customers by telephone or in person to provide information about products or services and take orders
  • Collected deposits or payments and arranged for billing
  • Adjusted bills and refunded money to resolve customers' service or billing complaints
  • Referred unresolved customer grievances to designated departments for further investigation
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries
  • Promoted available products and services to customers during service, account management and order calls
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices
  • Mentored junior team members and managed employee relationships
  • Strengthened customer retention by offering discount options
  • Recommended improvements in products, service and billing methods to management to prevent future problems
  • Increased customer satisfaction ratings 90% by effectively answering questions, suggesting effective solutions and resolving issues quickly
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders
  • Took special orders in person and over telephone, generating additional revenue every month
  • Provided top quality control and eliminated downtime to maximize revenue
  • Prevented key account losses by researching discrepancies and correcting problems
  • Prepared and evaluated CRM reports to identify problems and areas for improvement
  • Led on- and off-site customer support teams across multiple time zones.
  • Verified accuracy of data before transcribing.
  • Monitored data entry processes and worked to improve efficiency and performance.
  • Identified data errors and discrepancies and implemented swift corrections.
  • Compiled and verified accuracy and sorting information to prepare source data for computer entry.
  • Collaborated with other departments to enforce data accuracy and enhance productivity.
  • Sorted and processed incoming reports before putting data into processing software.
  • Located and corrected data entry errors and reported to management.
  • Double checked accuracy of hard copy paperwork and rectified any issues.
  • Assisted with development of data entry procedures to streamline data processing.
  • Utilized established methods for data processing and analysis for consistency and accuracy.
  • Applied data validation procedures to support and enforce data integrity.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Compiled information and input into [Type] database.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Promptly responded to inquiries and requests from prospective customers.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Contact Tracer

STAFFING ETC
11.2020 - 05.2021
  • Public Health
  • Call individuals recently diagnosed with COVID-19, to communicate the importance of isolation, create a case record, and assure needs are being addressed during the required isolation period
  • Top notch Customer service
  • Call center
  • Patient enrollment
  • Responded to customer initiated interactions such as phone calls and emails on a one on one communication basis
  • Provided after hours emergency assistance to customers on a rotating basis
  • Excellent written and verbal skills
  • Word processing
  • Data entry
  • Inbound/outbound calls (70-80 a day)
  • Scheduling
  • Collect and record all information regarding symptoms and dates of onset, as well as contacts (individuals with whom the case may have been in direct face-to-face contact) of the individual, in secure database
  • Call contacts of newly diagnosed patients, to communicate their exposure risk, while maintaining utmost confidentiality of the case and details of exposure, and provide relevant guidance, resources, and support including, but not limited to approved information about New Jersey's quarantine procedures, testing locations, and/or other resources as instructed
  • Utilize quality guidelines and resources also partnering with stakeholders as needed
  • Respond to and resolve on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
  • Educate customers about the fundamentals and benefits of consumer-driven health care, guiding them on topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
  • Supports customers with live contact-related questions, restricted account actions, concessions approvals, and other operational support and performs research as needed
  • Responds to incoming specialty processes, escalated issues, and support requests by monitoring incoming requests
  • Escalates systemic issues using available tools (for example, Gemba, Leadership, JIRA
  • Followed set protocol for contacting assigned newly diagnosed COVID-19 case patients and documented contact attempts and timeframes
  • Completed data entry to facilitate case interview and elicited close contacts into designated system immediately after obtaining
  • Explained importance of contact tracing to prevent disease transmission and keep communities healthy
  • Leveraged scripted template to guide interview process, ask required questions and conduct interactions with professionalism and empathy.
  • Performed record keeping by logging client information within secure contact-tracing software.
  • Investigated and identified confirmed and suspected coronavirus cases, also documenting potentially affected contacts.
  • Communicated with documented COVID-19 patients and other exposed persons via phone call, text, e-mail and other platforms.
  • Provided educational and informational resources regarding isolation policies and quarantine measures.
  • Self-motivated, with a strong sense of personal responsibility.
  • Skilled at working independently and collaboratively in a team environment.
  • Wrote and distributed informational materials on chronic diseases, infant mortality, substance abuse, and other community health concerns.
  • Participated in health promotion campaigns to raise awareness of health issues.

COURT ATTENDANT

CITY OF NEWARK MUNICIPAL COURT
01.2020 - 01.2021
  • Provide security for the Municipal Court Judge and court personnel & transport court-related documents between the Municipal Court Judge and the Court Administrator's office
  • Scheduling court dates
  • Data entry
  • Customer service
  • Documentation review
  • Technical support on online court videos and applications
  • Responded to customer initiated interactions such as phone calls and emails on a one on one communication basis
  • Provided after hours emergency assistance to customers on a rotating basis
  • Excellent written and verbal skills
  • Identify software bugs and feature request and coordinated with the relevant team to fix the issue
  • Expungements
  • Fast learner
  • Word processing provide assistance to members of the public who are required to complete forms at the request of the Municipal Court Judge and/or court personnel and keep decorum in the municipal courtroom while court is in session and as further directed by the Municipal Court Judge
  • ATS/ACS,MAC systems provide assistance to the Municipal Court Judge and to litigants in the presentation of evidence
  • To conduct such other business as directed by the Municipal Court Judge and/or the Court Administrator to promote an expeditious and efficient Municipal Court proceeding and/or proceedings
  • Case processing including determining probable cause
  • Responding to inquiries from the public, employees, and litigants
  • Interacting with the public, attorneys, and law enforcement officers
  • Preparing and reviewing daily, weekly, and monthly reports
  • Drafting correspondence
  • Data entry
  • All phases of case management
  • Excellent interpersonal, organizational, and case management skills in order to perform the duties required of this position
  • The selected individual will regularly interact with pretrial defendants, judges, prosecutors, public defenders, the county jail, local law enforcement, the private bar, and the public
  • Preparing dockets for legal procedures, assisting jurors, litigants, and attorneys, directing the media, and contacting witnesses
  • Tracked cases and managed electronic and physical records, creating new case files, entering filings, hearings, trials and judgments and closing cases when complete
  • Examined legal documents and assured adherence to laws and court procedures
  • Updated and maintained court calendar, responded to inquiries about court procedures and resolved scheduling conflicts with attorneys
  • Answered face-to-face and telephone requests for information about warrants, citations and other court documents or procedures
  • Assembled paperwork and relevant files and briefs for use by judge at hearings and trials, using discretion to indicate key information relevant to judgment and prosecution decisions
  • Fulfilled document requests by citizens, parties to cases, judges and attorneys, keeping records of documents provided
  • Advised supervisors, judges and other office members on records, case status and other developments, alerting of approaching deadlines and procedural requirements
  • Liaised with general public to process document requests and provide customer service by phone or email and in person, keeping records of payments and documents provided
  • Attended required meetings and conferences as well as training sessions to develop and maintain understanding of current conventions and laws
  • Tracked exhibits admitted during court hearings and updated documentation
  • Verified application data and account information against legal documentation to determine accuracy and integrity
  • Verified document authenticity to process license application
  • Recorded vital and fiscal records and accounts
  • Prepared ordinances, resolutions and proclamations to be executed, recorded, archived and distributed
  • Stocked counters with forms, film and license supplies to maintain inventory levels
  • Updated municipal codes and city charter documents
  • Prepared and issued summons, complaints, warrants and other documents necessary for daily courtroom operations.
  • Prepared copies of court records to distribute to attorneys, judges and litigants.
  • Read transcriptions to court audiences.
  • Filed completed transcripts with proper parties.
  • Outlined specific information and notes on court proceedings.
  • Reviewed court documents to process subpoenas, motions and pleadings.
  • Maintained and updated electronic databases to accurately and securely store court documents.
  • Answered telephone calls, took messages and transferred calls to appropriate colleagues.
  • Provided assistance to attorneys and court personnel in courtroom
  • Prepared court documents for filing in alignment with established protocols to support compliance.
  • Assisted court in scheduling hearings, meetings and other events to support seamless operations.
  • Examined legal documents submitted to courts for adherence to laws and court procedures.
  • Coordinated courtroom proceedings and enforced adherence to proper procedures.
  • Responded to requests for information from public, other municipalities or state and federal legislative offices.
  • Worked closely with applicants to determine eligibility and verify accuracy and integrity of application data.
  • Performed routine data entry or document management.
  • Researched case law and legal documents to support judicial decisions.
  • Contributed to preparation of jury instructions, verdicts and jury forms to support court proceedings.
  • Responded to in-person and telephone requests for information from general public, attorneys and other involved parties.
  • Processed payments for fines and fees, maintained accurate drawers, issued receipts, and updated account balances.

City Carrier Assistant

United States Postal Service, USPS
01.2015 - 09.2019
  • Reviewed and provided comments on the adequacy of documents and took necessary steps to cure any deficiencies
  • Hold mail for customers who are away from delivery locations
  • Prepared mail for distribution
  • Trained new employees
  • Provided safety and security to new employees while delivering mail together
  • Monitored street and office accuracy times
  • Report all incidents and accidents
  • Work outdoors in adverse and extreme weather in a fast paced safety focused envirnoment
  • Exprience working various shift lenghts
  • A nd timed in order to meet the mission safely, without incidents
  • General familiarity with postal laws , regulations , products and geography of areas
  • Work with different cultures
  • Resloved any postal issues while on the street delievering
  • Remained alert at all times while on the street
  • Working with other co workers to create a safe and functional team
  • Return to the post office with mail collected from homes, businesses, and public mailboxes
  • Excellent communication and customer service skills
  • Sign for cash-on-delivery and registered mail before leaving the post office
  • Practical solutions to customers problems
  • Sort mail for delivery, arranging it in delivery sequence
  • Deliver mail to residences and business establishments along specified routes by walking or driving, using a combination of satchels, carts, cars, and small trucks
  • Leave notices telling patrons where to collect mail that could not be delivered
  • Return incorrectly addressed mail to senders
  • Answer customers' questions about postal services and regulations
  • Report any unusual circumstances concerning mail delivery, including the condition of street letter boxes
  • Provide customers with change of address cards and other forms
  • Meet and greet different people from different backgrounds and behavioral patterns
  • Ability to teach others
  • Make decisions and act quickly under pressure
  • Work well under pressure
  • Secured certified mail package etc
  • Record address changes and redirect mail for those addresses
  • Turn in money and receipts collected along mail routes
  • Delivered and collects mail on foot or by vehicle under varying road and weather conditions
  • Maintained professional and effective public relations with customers and community members
  • Prepared mail in sequence of delivery for optimal productivity
  • Utilized portable scanners to mark item delivered to residences and businesses, keeping records current and accurate
  • Adhered to postal regulations and maintained knowledge of commonly used products and procedures
  • Handled undeliverable mail in accordance with established procedures
  • Acquired customer signature for registered and insured mail
  • Collected mail from distribution and prepared in sequence for efficient delivery
  • Used portable electronic scanner to track parcels and record tracking progress
  • Furnished customers with postal information, change-of-address cards and other postal forms
  • Collected customs charges, postage due and C.O.D
  • Payments
  • Researched road conditions for assigned route to identify road construction and potential delays
  • Provided exemplary services to customers by being pleasant and engaging and offering to assist with mail-related concerns
  • Managed clerical duties within mail office and collaborated with other employees in team-centered environment
  • Gathered mail and packages from mailboxes on foot and by vehicle on designated route
  • Observed road rules, weather and road conditions and other factors to maintain safe driving record
  • Delivered mail along prescribed route and retrieved additional mail from relay boxes
  • Routed all classes of mail in sequence of delivery along established route
  • Separated mail to be transported to relay boxes along route for subsequent delivery
  • Furnished customers with postal information and provided change of address information and other related postal forms
  • Obtained receipts for registered and certain insured mail
  • Sold stamps and money orders to mail customers along daily route.
  • Operated vehicles and equipment to transport packages and mail pieces.
  • Planned and cased mail in sequence of delivery for designated route.
  • Collected mail from letter boxes on specific route both on foot and by vehicle.
  • Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
  • Used portable devices to maintain system records by scanning items delivered to homes and businesses.
  • Worked closely with other employees in mail office and handled various administrative tasks.
  • Engaged customers with pleasant demeanor and offered to help with mail-related issues.
  • Explained mail regulations, policies or procedures to postal customers.
  • Obtains signatures for package deliveries as proof of delivery to avoid discrepancies.
  • Followed Postal Service policies and procedures to maintain integrity of mail and protect customer information.
  • Handled mail and packages with care to prevent damage during delivery.
  • Inspected truck equipment and supplies and reported problems and safety hazards to supervisors following each shift.
  • Collected outgoing mail from homes and businesses along routes for customer convenience and initiated delivery to intended recipients.
  • Loaded and secured items in trucks to avoid damage to parcels during delivery.
  • Kept mail delivery records to track delivered and undelivered items and identify delivery issues.
  • Monitored weather conditions regularly to adjust delivery routes accordingly.
  • Greeted customers and answered questions regarding mail pick up times, postal regulations, and delivery costs.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Directly interacted with customers to deliver mail, packages, and ordered goods.
  • Distributed mail on foot to residences and businesses, delivering to approximately 200 customers per shift.
  • Communicated customer complaints, requests, and feedback to company management for swift resolution.
  • Responded to customer inquiries about delivery, forwarding and other postal services quickly to provide quality customer services.
  • Observed traffic and safety regulations for safe transport and delivery of mail.

VISITOR ASSISTANT

NATIONAL PARK SERVICES
06.2014 - 12.2014
  • Provide current and accurate information to visitors concerning the National park service area and other surrounding area of interests
  • Processed and data entering and issuance of documents
  • Deals with a high volume of personal contacts while maintaining a professional demeanor
  • Clerical
  • Data entry
  • Handle high volume of calls quickly
  • Excellent communication and customer service skills
  • Request information from customers in regards to their visits
  • Gathers information from reporting parties concerning accidents/incidents within the area to notify appropriate personnel
  • Collecting and reconciling funds
  • Provided current and accurate information to visitors concerning the NPS area and other surrounding areas of interest
  • Site literature transcription
  • Created word document transcriptions of exhibits area, site brochures, site files/documentations that are not readily available in easily editable format
  • A high volume of personal contacts while maintaining a professional demeanor
  • Gathers information from reporting parties concerning accidents/incidents within the area to notify appropriate personnel
  • Maintains necessary accountability records
  • Create informational materials to post in public viewing areas
  • Prepares responses to requests for information
  • Provided current and accurate information to visitors concerning the NPS area and other surrounding areas of interest
  • Assist with management and logistical support duringspecial events
  • Displayed strong public speaking skills and communication abilities to facilitate highest quality tour for guests
  • Built detailed knowledge on locations and points of interest to thoroughly answer guest questions
  • Answered questions, pointed out overlooked features and offered further details about special exhibits to educate visitors
  • Delivered guided tours, presenting scripted information and answering questions
  • Facilitated tours to groups of up to 35
  • Described tour points of interest to group members, responding to general inquiries and questions
  • Monitored visitors' activities to confirm compliance with establishment or tour regulations and safety practices
  • Greeted and assisted customers with booking reservations and answering additional questions, both in person and over phone
  • Assembled and checked required supplies and equipment prior to departure
  • Selected travel routes and sites to visit based on knowledge of specific areas
  • Researched site history and environmental conditions to plan appropriate expeditions, instruction and commentary
  • Entertained visitors and tourists with various props and signs to maximize engagement
  • Checked exhibits frequently for cleaning and maintenance needs to keep areas organized and tidy
  • Escorted individuals and groups on cruises, sightseeing tours and through points of interest
  • Acquired tickets and fees from individuals and larger groups prior to start of tour
  • Drove motor vehicles to transport visitors to establishments and tour site locations
  • Greeted and registered visitors, issuing required identification badges or safety devices
  • Showed audiovisual presentations and explained establishment processes and operations at tour sites
  • Collected fees and tickets from group members
  • Developed upstanding, well-versed tour guides by mentoring and training newer peers in organization.
  • Built personal relationships with guests to promote positive experiences.
  • Answered questions, pointed out important features and offered further details about special exhibits to educate visitors.
  • Utilized effective communication and problem-solving skills to quickly resolve customer issues.
  • Established positive relationships with tour members through fun and engaging conversation.
  • Provided information on various sites throughout area, relaying little-known stories to provide interest.
  • Collaborated with other tour guides to provide comprehensive and enjoyable experience.
  • Demonstrated superior professionalism while interacting with customers and vendors.
  • Entertained tour guests with various props and signs for maximum engagement, fun, and lasting memories.
  • Informed tour members of safety risks associated with attractions, confirming customer security.
  • Worked closely with management staff to create new and lucrative tours.
  • Maintained accurate records of tour members and managed customer paperwork for organizational maintenance.
  • Arranged for additional resources and personnel when needed to accommodate larger tour requests.
  • Checked tour vehicles for cleanliness, safety and functionality.
  • Delivered timely and accurate updates to tour coordinator regarding tour progress.
  • Inspected tour sites for potential hazards and arranged for repairs when needed.
  • Furnished customers with unique experiences by developing and creating new tour routes.

Call Center Dispatcher

Transcare EMS
11.2013 - 06.2014
  • Answers all inbound phone lines promptly and courteously while providing superior customer service
  • Enters transports, patient demographics, medical history and billing information into the dispatch system to setup transportation arrangements for trans care clients
  • Billing
  • Enrollment
  • Data entry
  • Word processing
  • Inbound calls (50-60 calls a day)
  • Reviews and completes required filters in the dispatch system as required
  • Clerical
  • Scheduling dialysis/ doctor appointments
  • Emergency call center
  • Claims Processing
  • Responded to customer initiated interactions such as phone calls and emails on a one on one communication basis
  • Provided after hours emergency support
  • Data entry
  • Completes all necessary documentation pertaining to specific contract needs
  • Handle high volume of calls quickly
  • Excellent communication and customer service skills
  • Utilize quality guidelines and resources also partnering with stakeholders as needed
  • Respond to and resolve on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
  • Educate customers about the fundamentals and benefits of consumer-driven health care, guiding them on topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
  • Supports customers with live contact-related questions, restricted account actions, concessions approvals, and other operational support and performs research as needed
  • Responds to incoming specialty processes, escalated issues, and support requests by monitoring incoming requests
  • Escalates systemic issues using available tools (for example, Gemba, Leadership, JIRA
  • Answered user inquiries regarding computer software and hardware operation
  • Checked patient insurance and collected pre-authorizations from providers
  • Gathered current medical information and reviewed histories to gather details for surgeons
  • Distributed treatment and procedural information to patients
  • Processed payments and updated accounts to reflect balance changes
  • Managed patient check-in and check-out procedures and processed payments
  • Checked with doctors for availability
  • Scheduled new and existing patients as walk-ins or by phone
  • Answered office phones and emails
  • Double checked medical record databases
  • Assisted patients in filling out pre-appointment paperwork
  • Assisted patients with canceling and rescheduling appointments
  • Instructed patients regarding how to prepare for appointments
  • Coordinated appointments with customers and staff members according to availability
  • Answered phone calls and took messages for staff members
  • Updated patient information in databases and adhered to confidentiality requirements
  • Followed up with patients and confirmed appointments
  • Routed calls and correspondence to appropriate medical staff
  • Prevented double bookings and set aside appropriate time in between appointments
  • Adjusted appointments according to priority and tracked appointment durations
  • Reviewed insurance information with patients and processed copays
  • Informed patients regarding needed medical tests and procedures
  • Greeted patients and guests upon entering lobby areas
  • Filed appointment documents and organized clerical supplies
  • Evaluated medical insurance details and informed patients of uncovered fees.
  • Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
  • Directed dispatching, routing, and tracking of 50 fleet vehicles.
  • Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
  • Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
  • Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
  • Tracked delivery progress to identify possible delays and provide real-time updates to customers.
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
  • Processed invoices and payments for dispatched orders to provide proof of transaction.
  • Generated reports to track deliveries and maintain proper records and documentation.
  • Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
  • Analyzed customer feedback and provided solutions to improve customer service.
  • Minimized cost of operations by optimizing routes for drivers to align with budget.
  • Monitored vehicle locations to coordinate timely arrivals.
  • Answered phone calls and responded to customer emails.
  • Scheduled and organized delivery routes.
  • Coordinated with drivers to facilitate efficient delivery routes and timely deliveries.
  • Communicated with customers to provide delivery updates and resolution.
  • Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
  • Facilitated communications between customers and field personnel to answer questions or resolve concerns.

Teller

Wells Fargo
02.2013 - 07.2013
  • Processed customer transaction efficiently and effectively
  • Assisted with vault operations
  • Clerical
  • Provided prompt, courteous service to customers
  • Worked well as a team member and assisted manager with special projects.Processed payment
  • Data entryInsisted customers with questions about their accounts.Deposited checks
  • Answer inbound calls as well as assisting customers wanted specific products.Helped customers with their financial needs
  • Computer related work.Handle high volume of calls quickly.Excellent communication and customer service skills
  • Maintained confidentiality of bank records and client information
  • Built and maintained client relationships through quality, personalized interactions
  • Performed transactional, operational, and customer support tasks through knowledge of bank procedures and products
  • Delivered exceptional service to customers in person or over telephone
  • Entered customer transactions into computers to record transactions and issue computer-generated receipts
  • Counted drawers and reconciled remaining cash to accost for deposits and dispersals
  • Ordered checks, placed stop payment orders and conducted additional special services for customers
  • Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds
  • Used a strong knowledge of banking products and services to confidently educate customers about features, benefits and pricing
  • Adhered to financial services security and audit procedures
  • Cross-sold bank products by answering inquiries, informing customers of new services and promotions
  • Researched and resolved customer issues on personal savings, checking and lines of credit accounts
  • Met or exceeded sales goals by promoting bank products and services in customer interactions
  • Directed specific questions to appropriate branch personnel
  • Identified and reported suspicious behavior to security personnel as appropriate
  • Trained employees on cash drawer operation
  • Opened new checking, savings and lines of credit for customer accounts
  • Offered every customer exceptional service levels by remaining friendly and professional during every transaction
  • Balanced daily cash deposits and vault inventory with zero error rate
  • Resolved problems or discrepancies concerning customers' accounts
  • Counted currency, coins and checks received to prepare for deposit or shipment to branch banks or Federal Reserve Bank
  • Received and counted daily inventories of cash, drafts and checks
  • Identified transaction errors when debits and credits did not balance
  • Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts
  • Performed special services for customers, ordering bank cards and checks
  • Received mortgage and other loan payments, verifying payment dates and amounts due
  • Verified amounts and integrity of every check or funds transfer
  • Prepared official checks for customer and internal bank needs
  • Reported daily averages and shortages to operations department
  • Leveraged customer service and sales abilities to consistently meet performance goals
  • Transmitted orders to supply cash to meet daily needs
  • Processed term deposits, retirement savings plan contributions and mail deposits within processing time limits
  • Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets
  • Used customer information to tailor recommendations to promote or sell travelers' checks, savings bonds and cashier's checks
  • Acted as pivotal point of contact between bank branches regarding guidelines and practices
  • Liaised between bank branches regarding best practices and operations
  • Composed, typed and mailed statements and correspondence related to discrepancies and outstanding unpaid debts.
  • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Disbursed cash and checks accurately while maintaining security of cash drawers.
  • Processed customer transactions promptly, minimizing wait times.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
  • Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
  • Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
  • Educated customers on use of banking website and mobile apps.
  • Identified sales opportunities and referred customers to branch partners in financial services.
  • Assisted with training of new tellers on policies and procedures.
  • Monitored and reported suspicious activity in line with bank security policies.
  • Followed up on customer complaints and provided solutions to enhance customer satisfaction.
  • Maintained accurate records of customer transactions in line with bank procedures.
  • Maintained friendly and professional customer interactions.
  • Assisted customers with banking needs and inquiries.
  • Counted, verified and handled bank deposits and armored car transactions.
  • Educated customers on online banking and mobile banking applications.
  • Processed wide variety of retail banking transactions for personal and commercial customers.
  • Handled various accounting transactions.
  • Referred customers to other banking departments for specialized services.
  • Established rapport with new clients to increase satisfaction and loyalty.
  • Monitored and verified suspicious activity on customer accounts.
  • Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.

CUSTOMER SERVICE/CASHIER

AMERICAN APPAREL
10.2011 - 02.2013
  • Answered inbound calls as well as assisting customers who wanted specific items
  • Helped customers with the store merchandise and merchandise size also put the customers in fitting rooms
  • Completed job-tasks such as store projects
  • Assisted customers with questions about their purchase
  • Computer related work
  • Customer service
  • Data entry
  • Performed miscellaneous job-related duties
  • Handle high volume of calls quickly
  • Excellent communication and customer service skills
  • Collected credit card and cash payments to complete transactions for customer orders
  • Greeted customers and responded to informational requests
  • Handled customer complaints and concerns promptly, escalating complex issues to direct supervisor for quick resolution
  • Built loyal clientele through friendly interactions and consistent appreciation
  • Refilled and rotated items on shelves to maintain well-stocked inventory
  • Maintained cleanliness and presentation of stock room and production floor
  • Processed credit card, EBT and gift certificate payments in electronic computer systems
  • Informed customers of in-store promotions or pricing specials
  • Answered product questions with up-to-date knowledge of sales and store promotions
  • Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals
  • Recommended, selected, located and obtained products to meet customer needs
  • Bagged, boxed or gift-wrapped sold merchandise per customer's request
  • Exchanged and returned items, noting details in company database and placed returned merchandise in bins for restocking
  • Redeemed coupons and cross-sold products to maintain customer satisfaction levels
  • Delivered tactful discussions and diplomacy when responding to escalating situations
  • Answered phone calls to assist customers with questions and orders
  • Greeted customers promptly and responded to questions
  • Processed customer payments quickly and returned exact change and receipts
  • Counted and balanced cashier drawers
  • Welcomed customers, offering assistance to help find store items
  • Maintained work area and kept cash drawer organized
  • Kept check-out areas clean, organized and well-stocked to maintain attractive store
  • Built and maintained productive relationships with employees
  • Assisted customers by providing information and resolving complaints
  • Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system
  • Answered customers' questions and provided information on store procedures or policies
  • Boosted customer satisfaction levels by going extra mile to personalize service for each customer
  • Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks
  • Adhered to social distancing protocols and wore mask or face shield
  • Established or identified prices of goods and services and tabulated bills with optical price scanners and cash registers
  • Offered customers carry-out service at completion of transaction
  • Checked personal identifications during alcohol and tobacco sales
  • Remained aware of surroundings and secured cash to minimize loss potential
  • Processed returned merchandise by strictly following store return and exchange procedures
  • Maintained current knowledge of store promotions to highlight sales to customers
  • Scanned items and checked pricing on cash register for accuracy
  • Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
  • Resolved customer complaints and maintained clean and tidy checkout area.
  • Met customer service goals and exceeded customer expectations.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
  • Developed and managed relationships with customers to increase customer loyalty.
  • Processed customer orders and accurately handled payment transactions.
  • Counted money in drawers at beginning and end of each shift.
  • Utilized POS system to handle customer cash and credit card transactions.
  • Maintained customer satisfaction with quick and professional handling of product returns.
  • Answered product questions using knowledge of sales and store promotions.
  • Arranged and replenished service desk displays and merchandise racks to maintain appearance of store.
  • Redeemed coupons to discount purchases.
  • Maintained awareness of surroundings and secured cash to minimize loss potential.
  • Referred to price sheets and special sale bulletins to enter price changes.
  • Utilized various software applications to process customer orders.
  • Performed cash, card and check transactions to complete customer purchases.
  • Handled cash with high accuracy and took care to check bills for fraud.
  • Operated cash register to record transactions accurately and efficiently.

Education

No Degree - 911 Emergency

National Emergency Communications Institute
Bloomfield, NJ

High School Diploma -

Bishop Loughlin Memorial High School
Brooklyn, NY
06.2010

Skills

  • Critical Thinking
  • Verbal and Written Communication
  • Records Management
  • Client Service
  • Court Processes
  • Docket Management
  • Public Policy
  • Interpersonal Skills
  • Team Player

Timeline

Coverage Determination Representative II

CVS Pharmacy
08.2023 - Current

Prior Authorization Intake Coordinator

Cohere Health
10.2022 - 12.2022

Customer Service Rep/Data

United Healthcare Group
03.2022 - 07.2022

Contact Tracer

STAFFING ETC
11.2020 - 05.2021

COURT ATTENDANT

CITY OF NEWARK MUNICIPAL COURT
01.2020 - 01.2021

City Carrier Assistant

United States Postal Service, USPS
01.2015 - 09.2019

VISITOR ASSISTANT

NATIONAL PARK SERVICES
06.2014 - 12.2014

Call Center Dispatcher

Transcare EMS
11.2013 - 06.2014

Teller

Wells Fargo
02.2013 - 07.2013

CUSTOMER SERVICE/CASHIER

AMERICAN APPAREL
10.2011 - 02.2013

No Degree - 911 Emergency

National Emergency Communications Institute

High School Diploma -

Bishop Loughlin Memorial High School

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