Hi, I’m
Deanna Cruz
Dillsburg,PA
Every problem is a gift—without problems we would not grow.
Tony Robbins
Summary
Proven history of achievement in growing accounts through proactive and hands-on strategies. Adept at partnering with internal teams to build revenue and service accounts. Good reporting and recordkeeping abilities. Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service. Dynamic Provider Relations Liaison, with extensive experience in customer service as well as medical claims.
Overview
21
years of professional experience
Work History
Highmark Blue Shield
Provider Account Liason - Provider Relations
01.2023 - 05.2024
Job overview
- I conducted regular client meetings both in person as well as virtually, to review accounts and ensure ongoing satisfaction.
- Acted as a liaison between clients and internal departments to facilitate clear communication and timely issue resolution.
- Participated in industry events and networking opportunities to expand professional network connections and maintain market knowledge.
- Provided expert guidance on product offerings, helping clients make informed decisions about their needs and goals.
- Developed and deepened customer relationships to drive satisfaction and sales.
- Served as a liaison between Highmark and contracted institutional and professional providers.
- Responsible for resolving critical relationship issues by analyzing, troubleshooting, reporting and follow-up of provider concerns at all levels.
- Educating on clients on various Pay for Value Programs, which includes interacting directly with Hospital CEO's, CFO's, Quality Management and Individual Practice Level Management.
- Training on the use of Highmark's website as well as Navinet and Availity.
- Monitoring and taking action to ensure the provider community adheres to all policies and procedures implemented by Highmark.
- Cultivating and maintaining a positive professional relationship with providers which directly impacts member satisfaction.
- Cultivating and
maintaining a positive professional relationship with providers which directly impacts member satisfaction.
Highmark Blue Cross Blue Shield
Escalations Coordinator - Provider Service
02.2013 - 01.2023
Job overview
- I work directly with Provider Relations to resolve urgent, complex or escalated issues that were not able to be resolved through self service resources or customer service.
- I obtained the basic skills to perform simple claim adjustments if necessary and approved.
- Supported team members, fostering a collaborative and productive work environment.
- Analyzed customers' issues and complaints and initiated corrective actions.
- Demonstrated empathy and active listening skills when dealing with frustrated customers, diffusing tense situations effectively.
- Assisted in training new employees, sharing best practices for achieving success as a Service Advocate.
- Handled escalations professionally, demonstrating composure under pressure while finding satisfactory solutions for both parties involved.
- Exceeded performance metrics consistently by prioritizing tasks effectively and efficiently.
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Performed follow-up services for dissatisfied customers.
- Participated in ongoing professional development opportunities to stay updated on industry trends and best practices for service advocacy roles.
- Assisted individuals in navigating processes and procedures to resolve issues, understand rights and express views.
- Coordinated and assigned work as appropriate to the escalations team.
- Directly supported management and provided daily updates regarding escalated issues.
- Streamlined workflow processes by identifying inefficiencies and implementing improvements.
Space Mart Self Storage
Assistant Manager
09.2011 - 07.2012
Job overview
- This position consisted of several different job duties, but primarily was focused on customer service
- As the Assistant Manager it was required for me to oversee and perform the handling of the daily operations of a self-storage facility which included the following: Lock checks, temperature and humidity checks, general cleaning, trash removal, taking payments from customers, updating and maintaining customer accounts, answering the telephone and handling all calls appropriately
- In addition to the daily duties this also required marketing and advertising through the internet and face to face visits to prospective clients and or local businesses
- The applications used daily were Microsoft Word, Excel, PowerPoint, Outlook, and Publisher.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Increased sales through effective merchandising strategies and targeted promotions.
Re/Max Patriots
Office Administrator
06.2009 - 12.2010
Job overview
- This position required me to be the first point of contact for prospective homeowners, as well as sellers looking for an agent
- I was responsible for answering a multiple phone line system and transferring calls as appropriate
- I would also set up all showing appointments for our agents, input new listings into real estate websites and MLS sites
- I would also update and maintaining all current listings for those agents whom did not have a secretary
- This also required some accounting experience as I would also handle all closed transactions including escrow, and commission checks to the agents
- I would work daily in all Microsoft programs as well as daily use of the internet, email, computer, copier, scanner and fax
- Preparing all advertising for 32 Real Estate Agents and working directly with 3 local newspapers in York, PA to assure accurate advertisement of properties.
- Increased customer satisfaction through professional handling of inquiries and prompt resolution of issues.
- Boosted productivity by prioritizing tasks, managing schedules, and coordinating meetings for staff members.
- Safeguarded company information by maintaining strict confidentiality protocols and ensuring secure document storage practices.
- Reduced administrative errors by diligently proofreading office documents and maintaining accurate records.
- Streamlined office processes by implementing efficient organizational systems and digital tools.
Spherion/IBM
Accounts Payable/Receivable
09.2003 - 06.2006
Job overview
- I was responsible for answering phones in the credit card dispute department and handling all credit card disputes for the parts department
- Collections and customer service was the primary focus of this position
- I was also required to set up new customer accounts for returns and warranty items as well as general office duties.
- Collaborated with cross-functional teams to resolve discrepancies, ensuring timely payments and accurate financial records.
- Trained new team members on company software systems, contributing to their quick integration into the department.
- Developed strong working relationships with customers, providing exceptional service while efficiently managing their account needs.
- Maintained good working relationships with vendors and resolved disputes.
Education
Northern York County High SchoolDillsburg, PA
High School Diploma
06.2002
Skills
- Project tracking
- Product Knowledge
- Account Management
- Account Servicing
- Billing research
- Operational reviewing
- Teamwork and Collaboration
- Customer Service
- Customer Satisfaction
- Customer Relationships
- Client Relationship Building
- Client Relations
- Credentialing
- Billing research
- Contract negotiation
- Site Visits
- Improvement Plans
- Workflow Processes
- Service Quality
- Conflict Resolution
- Project Tracking
- Effective Customer Communication
- Contract Implementation
References
AVAILABLE UPON REQUEST
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteHybridOn-SiteImportant To Me
Company CultureCareer advancementHealthcare benefitsPaid time offWork from home optionTimeline
Provider Account Liason - Provider Relations
Highmark Blue Shield
01.2023 - 05.2024
Escalations Coordinator - Provider Service
Highmark Blue Cross Blue Shield
02.2013 - 01.2023
Assistant Manager
Space Mart Self Storage
09.2011 - 07.2012
Office Administrator
Re/Max Patriots
06.2009 - 12.2010
Accounts Payable/Receivable
Spherion/IBM
09.2003 - 06.2006
Northern York County High School
High School Diploma
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