Elizabeth Masinick
Sanford,FL
Summary
Dedicated and results-oriented professional with over 15 years of experience combining customer service, management, and administrative support.
Overview
10
10
years of professional experience
Work History
Customer Advocate
Blue Cross Blue Shield of North Dakota
07.2023
- Researching and responding to telephone and electronic inquiries in remote call center environment, managing over 40 calls per day.
- Initiating inquiries, logging address changes, completing duplicate or replacement identification card requests, entering provider change requests, billing inquires, conducting pharmacy and claim research, written communications and data entry
- Educating and answering questions regarding member benefits and claims
- Maintaining performance guidelines for Member Satisfaction, Quality, Scheduling Adherence and Productivity
- Demonstrates willingness to adapt and be flexible to changes and business needs.
- Handles difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics
- Contacts outside providers on behalf of customers to help solve problems
Customer Care Representative
CVS Health
01.2021 - 07.2023
- Provides valuable member experience in Medicare Line of Business
- Handles more than 50 incoming calls from members and providers relating to prescription drug and health plan coverage
- Educates members on health plan and pharmacy benefits, claims, inquiries and help resolve issues
- Shows empathy, compassion, and patience
- Ability to problem solve and answer any billing related questions while maintaining productivity
- Educates members and providers with Prior Authorization requests
- Experience with multi-tasking in fast-paced call center environment, primary focus Medicare Part D Prescription Drug Plans
- Performed as Subject Matter Expert and trained new employees on best practices and customer care procedures to eliminate inefficiencies
Legal Assistant Clerk
Integrative Physical Medicine
11.2018 - 01.2020
- Organize and maintain up to 30 case files in a consistent and timely fashion
- Draft and file confidential legal documents with efficiency and attention to detail
- Utilize 'E Filing' portal to interact with Florida courts
- Experience with PIP suits, handling incoming mail and drafting demand letters, while creating new template.
- Incoming call assistance
- Follow HIPAA guidelines while maintaining patient file.
Assistant Head Teller
TD Bank
07.2013 - 11.2018
- Act as frontline face of bank to satisfy customers with all needs
- Responsible for customer transactions including cash deposits, withdrawals
- Practice quality service at every customer interaction while supporting team
- Analyze customer needs to match them with appropriate banking products
- Assist in preparation and development of store
- Coach team members to recognize and act on sales opportunities
- Recognized as a 'Quarterly Wow! Star' for providing legendary customer service and exceeding sales goal in 2015 and 2018.
Education
Associate of Applied Science in Business Administration and Management -
Indian River State College
Fort Pierce, FL01.2006
Skills
- Service Orientation
- Business Planning
- Inbound Call Management
- 15 years Industry Knowledge
- Conflict Resolution
- Data Entry
- Customer Service
- Administrative and Office Support
- Customer Relations
- Time Management
Timeline
Customer Advocate
Blue Cross Blue Shield of North Dakota
07.2023
Customer Care Representative
CVS Health
01.2021 - 07.2023
Legal Assistant Clerk
Integrative Physical Medicine
11.2018 - 01.2020
Assistant Head Teller
TD Bank
07.2013 - 11.2018
Associate of Applied Science in Business Administration and Management -
Indian River State College
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