Deborah Polanco
Douglasville,PA
Summary
Detail oriented Eligibility Analyst with deep familiarity in assessing client eligibility for various programs and benefits. Strong skills in data analysis, policy interpretation, and compliance checks have been fundamental strengths. Notable contributions include streamlining processes to enhance efficiency and consistently maintaining accuracy in eligibility. History of performing thorough audits and identifying numerous issues, leading to consistent accuracy. Excellent data analysis and organizational skills enabled impressive results.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Senior Eligibility Analyst
Cigna
Philadelphia, PA
11.2023 - Current
- Maintained positive working relationship with fellow staff and management.
- Managed and trained team members to enhance audit department performance and increase operational efficiency.
- Maintained confidentiality of company information obtained in audit assignments.
- Conducted audits on internal controls and developed reports on findings.
- Ensured timely completion of all assigned tasks within set deadlines.
- Monitored client accounts for any changes that could impact eligibility requirements.
- Proofread documents carefully to check accuracy and completeness of all paperwork.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Senior Customer Service Advocate
Cigna
07.2014 - 11.2023
- Maintained current knowledge of company policies, products and marketing initiatives to better serve each customer.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Greeted customers and listened closely to problems described to determine solutions.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
Assistant General Manager
Boston Market
02.2005 - 07.2014
- Resolved problems promptly to elevate customer approval.
- Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.
- Motivated, trained and disciplined employees to maximize performance.
- Managed team schedule with eye for coverage needs and individual strengths.
- Managed budget implementations, employee reviews, training, schedules and contract negotiations.
- Oversaw computer database and physical filing systems.
Education
High School Diploma -
Abraham Lincoln High School
Philadelphia, Pa06.2005
No Degree - Psychology
Temple University
Philadelphia, PASkills
- Issue and Complaint Resolution
- Data Entry and Maintenance
- Interpretation and Translation Services
- Efficient and Detail-Oriented
- Customer Service Representation
- Database Systems
- Team-Oriented and Cooperative
- Building Customer Trust and Loyalty
- Quality assurance
- Client account monitoring
- Audit techniques
- Attention to detail
- Research
- Proficiency in [software]
- Eligibility procedures
- Data entry
Certification
- Certified Bilingual Representative
Languages
5,5
Timeline
Senior Eligibility Analyst
Cigna
11.2023 - Current
Senior Customer Service Advocate
Cigna
07.2014 - 11.2023
Assistant General Manager
Boston Market
02.2005 - 07.2014
High School Diploma -
Abraham Lincoln High School
No Degree - Psychology
Temple University
Similar Profiles
Rudee FriarRudee Friar
Customer Service Representative at CignaCustomer Service Representative at Cigna
Luis GilLuis Gil
Customer Service Representative at CignaCustomer Service Representative at Cigna
TIA WHITETIA WHITE
Senior Enrollment / Medical Billing Specialist at CignaSenior Enrollment / Medical Billing Specialist at Cigna
Zorielle RobertsonZorielle Robertson
Customer Service Representative at CignaCustomer Service Representative at Cigna
LEWIS ONGERILEWIS ONGERI
Technical Support Engineer at Qlik Tech IncTechnical Support Engineer at Qlik Tech Inc