Diana Reynolds
Cameron
Summary
Compassionate Member Advocate known for high productivity and efficient task completion. Possess specialized skills in conflict resolution, member engagement, and policy advocacy. Excel in communication, empathy, and problem-solving to enhance member satisfaction and support organizational goals.
Overview
19
19
years of professional experience
1995
1995
years of post-secondary education
Work History
Member Advocate
The Health Plan
Wheeling
01.2024 - Current
- Calling new members, explaining benefits and do health care questionnaires
- Educated members on coverage details and claims procedures effectively.
- Maintained accurate records of all interactions with members.
Customer Service Representative
Highmark Blue Cross Blue Shield
Wheeling
07.2021 - 04.2023
- Assisted customers with inquiries about insurance plans and benefits.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Certified Nursing Assistant
Wheeling Hospital
Wheeling
10.2019 - 07.2021
- Assisted patients with daily living activities and personal hygiene.
- Monitored vital signs and reported changes to nursing staff.
- Maintained cleanliness and organization of patient areas and equipment.
Hospice Aide
Amedisys Hospice
Wheeling
09.2017 - 10.2019
- Provided compassionate personal care to patients in hospice settings.
- Assisted patients with daily living activities and mobility support.
- Communicated effectively with families regarding patient needs and care plans.
Certified Nursing Assistant
OVMC
Wheeling
06.2006 - 09.2017
- Assisted patients with daily living activities and personal hygiene.
- Monitored vital signs and reported changes to nursing staff.
- Maintained cleanliness and organization of patient areas and equipment.
Education
Cameron High School
Cameron, WVSkills
- Benefit explanation
- Health care compliance
- Record maintenance
- Insurance knowledge
- Customer advocacy
- Effective communication
- Intake assessment
- Patient check-in
- Phone and email etiquette
- Health insurance knowledge
- Multitasking and organization
- Strong empathy
- First aid and CPR certified
- Vital signs assessment
Also took EMT- Basic class but never did the National exam
References
References available upon request.
Timeline
Member Advocate
The Health Plan
01.2024 - Current
Customer Service Representative
Highmark Blue Cross Blue Shield
07.2021 - 04.2023
Certified Nursing Assistant
Wheeling Hospital
10.2019 - 07.2021
Hospice Aide
Amedisys Hospice
09.2017 - 10.2019
Certified Nursing Assistant
OVMC
06.2006 - 09.2017
Cameron High School