Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Enhances member experiences by employing service-oriented behaviors, and understanding member needs.
Hi, I’m
Crystal Pope
Aurora,CO
Summary
Overview
9
years of professional experience
Work History
Colorado PERA
Insurance Administrator
10.2022 - Current
Job overview
- Checked documentation for accuracy and validity on updated systems
- Processed and resolved members' inquiries and issues, such as claims and prescription drug eligibility
- Calculated adjustments, premiums, and refunds
- Provided accurate and timely health care, prescription drug, dental, vision, and life insurance information to PERA's retired and active members
- Managed multiple interruptions daily
- Utilized analytical reasoning skills and proactive research methods to assist with and prepare for member interactions
- Created new hire customer service training materials to assist members with understanding pension insurance
- Collaborated on published insurance materials and proofread same materials
Colorado PERA
Customer Service Representative
10.2020 - 09.2022
Job overview
- Assisted state employee members about the process of retirement
- Managed an average of 40 incoming calls daily to resolve member problems, complaints and updated member records
- Scheduled appointments for members to speak with benefit experts
- Calculated members pension benefits
- Provided pension healthcare insurance information: helped member understand plan premiums, timelines, and benefits.
- Trained new hires with handling calls and assisting with member with information
National Jewish Health
Health and Wellness Coach
06.2014 - 10.2020
Job overview
- Enrolled and coached 95% of participants who called in to quit tobacco and affiliated products
- Assessed addiction level of participants and sent cessation medication(s) accordingly
- Strived to eliminate high-risk behavior through education, diet, exercise, stress reduction and clean living for participants
- Maintained participant records for future use and for reference by other tobacco cessation health coaches
- Promoted available resources and connected participants with services
- Maintained oral connection with member until emergency services arrived
- Self-directed and self-managed during the duration of any given shift
Education
Trident University InternationalCalifornia
Master's degree from Healthcare Administration
10.2022
University Overview
Community College of Denver
Associates from Science
2020
University Overview
Skills
- Administrative Experience
- Individual / Group Counseling
- Medical Terminology
- Time management
- Public speaking
- Computer literacy
- Data collection
- Presentation Skills
- Data Entry: Accuracy — Highly Proficient
- Customer Focus & Orientation
- Research — Highly Proficient: Following protocols, interpreting statistics and graphs, identifying errors
- Responding to Difficult Customers
- Customer Data Confidentiality
- Document and Records Management
- Critical Thinking
Timeline
Insurance Administrator
Colorado PERA
10.2022 - Current
Customer Service Representative
Colorado PERA
10.2020 - 09.2022
Health and Wellness Coach
National Jewish Health
06.2014 - 10.2020
Trident University International
Master's degree from Healthcare Administration
Community College of Denver
Associates from Science
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