Summary
Overview
Work History
Education
Skills
Timeline
Generic

CHRISTOPHER SHRIEVE

Munhall,PA

Summary

Accomplished Senior Service Advocate with extensive experience in customer service and adaptability in fast-paced environments. Skilled in fostering collaboration, enhancing processes, and delivering exceptional service. Proven ability to build strong relationships and drive improvements both independently and within cross-functional teams.

Overview

5
5
years of professional experience

Work History

SENIOR SERVICE ADVOCATE PMT TEAM

AETNA CVS HEALTH
Moon Township, PA
06.2024 - Current
  • Served as an escalation resource for high-priority cases, ensuring timely and compliant resolutions.
  • Provided escalation support for high-priority cases, promoting timely and compliant resolutions.
  • Utilized GPS, HRP, RUMBA system to investigate claim issues, process adjustments, and document case activity.
  • Consistently exceeded performance goals and metrics.
  • Provided critical support for complex escalations and issue resolution.
  • Co-led MEDS rework project, reviewing and correcting over 1,000 member files to enhance data accuracy.
  • Led grievance training for PMT team, ensuring improved consistency and compliance in handling member issues.
  • Assigned to assist the MAC team with a high-priority outbound call initiative.
  • Assigned to support cross-team ACQA coverage and analyze the root cause of incoming customer service CTMs.
  • Participated in the Huddle Champion team.
  • Gained recognition from Robert Hill, Christine Ellison, Kelly Lambrecht, and Mark Maurer for outstanding advocacy and effective resolution of a complex member issue.
  • Earned Team Maurer Employee of the Month, PMT Star, and Brought the Thunder awards, along with multiple Helping with Heart recognitions for exceptional performance, leadership, and member advocacy.

SERVICE ADVOCATE PMT TEAM

AETNA CVS HEALTH
Moon Township, PA
09.2022 - 06.2024
  • Acted as a primary point of contact for members, providers, and internal teams, facilitating timely and accurate resolution of complex service issues.
  • Interpret benefits, claims, authorizations, and eligibility to deliver clear and concise guidance to members.
  • Utilized multiple systems (CMS, GPS, Medhok, Rumba HRP and various other enterprise systems) to research, document, and resolve escalated cases efficiently.
  • Collaborated with management, enrollment, and claims departments to enhance member outcomes and overall experience.
  • Utilize multiple systems (CMS, GPS, Medhok, Rumba HRP and various other enterprise systems to research, document, and resolve escalated cases.
  • Demonstrated strong communication, empathy, and problem-solving skills while supporting projects.
  • Developed skills in DMR, PCS, EPCS, MEDS, and MAC projects to support team versatility.

CUSTOMER SERVICE REPRESENTATIVE

AETNA CVS HEALTH
Moon Township, PA
09.2021 - 09.2022
  • Passionate about providing excellent service, adopting the principle to always under-promise and over-deliver.
  • Participated in the DDMI project as a liaison between members and their providers, focusing on direct dental member reimbursements.
  • Advocated for our members on a one-on-one basis and focused on their needs patiently through careful listening and applying QUEST principles, to create outstanding member experience.
  • Trained to answer inquiries from members via inbound calls related to Medicare Advantage/DSNP.
  • Robust verbal and written communication skills, while being able to pivot quickly to adapt to changes and improvements to processes and policies.
  • Demonstrated strong verbal and written communication skills, adapting quickly to changes in processes and policies.
  • Gained knowledge in medical terminology, as well as medical, dental, hearing and vision plans as they relate to Medicare Advantage.

Education

Associate of Arts - Graphic Desing / Computer Science

Belmont Technical College
St. Clairsville, OH
01-1997

Graphic Design

Ohio University Eastern Branch
St.Clairsville, OH
01-1996

High School Diploma - undefined

St. Clairsville High School
St. Clairsville, OH
01-1994

Skills

  • Leadership Development
  • Member advocacy
  • Root-cause analysis
  • Professionalism and empathy
  • CTM and call quality
  • Team mentoring and Employee coaching
  • Claims processing
  • Advanced Data Analysis
  • Team mentoring
  • Communication both written and verbal
  • Collaboration
  • Recognized for professionalism, empathy, and effective communication in sensitive situations

Timeline

SENIOR SERVICE ADVOCATE PMT TEAM

AETNA CVS HEALTH
06.2024 - Current

SERVICE ADVOCATE PMT TEAM

AETNA CVS HEALTH
09.2022 - 06.2024

CUSTOMER SERVICE REPRESENTATIVE

AETNA CVS HEALTH
09.2021 - 09.2022

High School Diploma - undefined

St. Clairsville High School

Graphic Design

Ohio University Eastern Branch

Associate of Arts - Graphic Desing / Computer Science

Belmont Technical College

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