Hardworking Advocate working diligently on behalf of members to obtain necessary assistance. Skilled in coordinating files and resources to meet routine and complex needs. Effective under pressure and in stressful situations.
Hi, I’m
Conchetta (Connie) Burnley
Jacksonville,NC
Summary
Overview
16
years of professional experience
Work History
United Healthcare Group
Elite Advocate/Claims Adjuster
11.2022 - 04.2024
Job overview
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Counseled clients during emotionally challenging situations, offering empathy while maintaining professionalism.
- Delivered friendly service and offered expert support in every interaction.
- Established trusting relationships with clients by maintaining open lines of communication throughout the entire representation process.
- Managed complex caseloads with diligence, prioritizing tasks to ensure timely resolution of cases.
- Assisted individuals in navigating processes and procedures to resolve issues, understand rights and express views.
- Examined claims forms and other records to determine insurance coverage.
- Resolved third-party payer issues such as denied medical claims.
- Enhanced revenue collection by accurately coding and submitting medical claims.
- Paid or denied medical claims based upon established claims processing criteria.
- Researched and resolved complex medical claims issues to support timely processing.
Verizon Wireless
HBA Tech Expert/Corporate Account Manager
10.2020 - 05.2022
Job overview
- Negotiated profitable proposals with major companies, securing long-term accounts worth over $200,000 annually
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Coordinated full sales lifecycle from proposal development to closings and follow-up.
Alorica Inc
Customer Service Representative
04.2010 - 10.2019
Job overview
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Troubleshooted and diagnosed problems to accurately resolve a wide range of technical issues
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
Nexxlinx
Collections Agent
06.2008 - 04.2010
Job overview
- Developed strong conflict resolution skills
- Utilized aggressive retention strategies
- Developed payment plans
- Located debtors in order to begin the recovery process
- Negotiated debt payments.
Education
University of Mount Olive
AAS Business Management
University Overview
Maplewood Comp High School
High School Diploma
University Overview
Skills
- Issue and Complaint Resolution
- Responding to Difficult Customers
- Retention
- Personnel Management
- Computerized Accounting
- Needs Assessment
- Customer Account Management
- Collections
- Building Customer Trust and Loyalty
- Courteous with Strong Service Mindset
Timeline
Elite Advocate/Claims Adjuster
United Healthcare Group
11.2022 - 04.2024
HBA Tech Expert/Corporate Account Manager
Verizon Wireless
10.2020 - 05.2022
Customer Service Representative
Alorica Inc
04.2010 - 10.2019
Collections Agent
Nexxlinx
06.2008 - 04.2010
University of Mount Olive
AAS Business Management
Maplewood Comp High School
High School Diploma
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