Diana Oliver
Parkersburg,WV
Summary
Hardworking and reliable Occupation Consultant with strong abilities in resolving issues with customer service, multitasking and time management abilities. Highly organized, proactive and punctual with team-oriented mentality.
Overview
23
23
years of professional experience
Work History
Operation Consultant
Highmark BCBS Western NY - WV
03.2023 - 02.2024
- Fielded advocate questions through a SharePoint site
- Conducted team refreshers on an ongoing basis
- Managed inventory levels to meet departmental goals.
Senior Customer Service Advocate
Highmark BCBS WV
03.2002 - 02.2023
- Informed customer about billing procedures, processed payments and provided payment option setup assistance
- Asked probing questions to determine service needs and accurately input information into the electronic system
- Answered 50+ inbound calls per day and directed to designated individuals or departments
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanor
- Fielded customer complaints and queries, fast tracking them for problem resolution
- Consulted with customers to determine best methods to resolve service and billing issues
- Reviewed account and service histories to identify trends and issues
- Documented conversations with customers to track requests, problems and solutions.
Claims Analyst
Mountain State BCBS
03.2001 - 03.2002
- Reviewed customer claims, identified discrepancies and determined appropriate course of action
- Conducted investigations to gather evidence in support of claims resolution
- Assessed medical records for coverage eligibility and benefit accuracy.
Education
High School Diploma -
Parkersburg High School
Parkersburg, WV05.1985
Skills
- Claims Analysis
- Planning
- Problem resolution
- Claim Adjustment
- Coordination
- Work Ethic
- Decision making
- Teaming
- Organizational skills
- Collaboration
- Critical thinking
- Basic math
- Conflict resolution
- Relationship building
- Team management
- Flexible and Adaptable
Timeline
Operation Consultant
Highmark BCBS Western NY - WV
03.2023 - 02.2024
Senior Customer Service Advocate
Highmark BCBS WV
03.2002 - 02.2023
Claims Analyst
Mountain State BCBS
03.2001 - 03.2002
High School Diploma -
Parkersburg High School
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