Destiny Biehl
Newark,OH
Summary
Experienced professional with extensive background in conflict resolution and providing exceptional customer care. People-oriented and organized with a focus on progression and development. Unrelenting drive and ability to establish priorities and meet challenges head-on with a focus on driving team success under minimal supervision. Authorized to work in the US for any employer
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior PSE Care Management Associate
Aetna, a CVS Health Company
05.2021 - Current
- Trusted Team Lead and Mentor of +15 colleagues
- Conduct interviews for team positions
- Developed training materials to boost team performance
- Assign tasks/ cases to team
- Targeted 30 members daily to utilize eligible resources provided by special teams and programs.
- Consistently met quality assurance expectations of or above 97.8%
- Delivered strong and world class relationships with members and families to provide compassionate care that met their unique needs
- Strong communication skills across internal and external platforms
- Single point of contact for excellent problem-solving and resolution-oriented interaction
- Accomplished multiple tasks within established timeframes.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Strong computer skills to maintain accurate and complete documentation in ASD, QuickBase, ATV, Salesforce, CEC, and Rumba.
Senior Service Advocate II
Aetna, a CVS Health Company
01.2019 - 05.2021
- Mentored junior service advocates, providing guidance on best practices and customer relationship management.
- Participated in continuous improvement initiatives to optimize internal workflows and enhance member satisfaction
- Acted as a liaison between members and various departments within the company; ensured all parties were informed and aligned on pertinent matters.
- Delivered benefit information including but not limited to coverage, claim information, rework claims, plan eligibility, pull provider details, and available programs/ resources
- Built trusting relationships with members by understanding their needs and health aspirations providing ownership until the very end
- E.Policy knowledge and consistent use to stay within Aetna/ CVS guidelines.
- Developed training materials to boost team performance and improve overall customer experience.
Customer Service/Order Entry Representative
Harry & David
08.2017 - 01.2019
- Won 'Big Dawg' or top seller of the company with revenue sales over $50,000 per year
- Sold and upgraded retail products bringing the company $1000 per week with extra services applied to customers
- Worked with customers to find what they want, create solutions and ensure a seamless sales process
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
No Degree - Registered Nursing
Fortis College School of Nursing - Westerville, OH
Westerville, OHMedical Assistant in Medical Billing and Coding -
CTec
Newark, OH05.2012
Diploma in General -
Utica High School
Utica, OH05.2012
Skills
- Medical Billing and Coding
- Medical Terminology
- Program Development
- Process Improvement
- Complex Problem-Solving
- Expert Communications
- Collaboration and Teamwork
- Adaptable and Flexible
- Organization and Time Management
- Training and Mentoring
- Goal-Oriented
- Quality Assurance
- Microsoft Teams daily use
- Customer service (10 years)
- Microsoft systems (10 years)
Certification
- Project Management Courses, 02/01/23, Present, Coursera (Certified Program)
- Breaking Points Experience Program, 07/01/23, Present, CVS Health - Nominated colleague
Affiliations
- Breaking Points Experience Leadership Development Program
Timeline
Senior PSE Care Management Associate
Aetna, a CVS Health Company
05.2021 - Current
Senior Service Advocate II
Aetna, a CVS Health Company
01.2019 - 05.2021
Customer Service/Order Entry Representative
Harry & David
08.2017 - 01.2019
No Degree - Registered Nursing
Fortis College School of Nursing - Westerville, OH
Medical Assistant in Medical Billing and Coding -
CTec
Diploma in General -
Utica High School
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