Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Frances Duff Larrea

New Smyrna Beach,FL

Summary

Dedicated Member Services Representative provides members with clarification and guidance regarding insurance eligibility, benefits, and provider care access. Ensures compliance with accurate documentation procedures, while adhering to regulatory guidelines for HIPAA. Expediently responds to and resolves customer inquiries with diplomacy and sound judgement.


Overview

5
5
years of professional experience
1
1
Certification

Work History

Member Service Representative

InflectionCX
03.2023 - Current
  • Provided courteous, professional, and accurate responses to incoming inquiries regarding insurance eligibility, plan benefits, and network services and guidelines
  • Applied critical thinking skills to address any issues that fall outside of an existing protocol or process to meet member's needs
  • Completing work in compliance of Release of Information policies and procedures and HIPAA regulations


Customer Service Representative

24-7 Intouch Orlando
11.2021 - 01.2023
  • Responded proactively and positively to customer inquiries and complaints through acknowledgement and empathy
  • Leveraged extensive knowledge of products and services to create solutions and resolve customer needs, ensuring first call resolution
  • Collected customer feedback and offered tailored recommendations in regard to customer expectations
  • Exceeded customer call guidelines for service levels, handle time and productivity.

Merchandising Associate

Macys Inc.
11.2019 - 06.2021
  • Monitored inventory levels and coordinated product availability for advertising and seasonal rotation
  • Advanced sales by maximizing promotional events with merchandise presentations and innovative fashion panels showcased throughout the store


Education

Bachelor of Arts - English: Emphasis in Creative Writing

San Francisco State University
San Francisco, CA

Skills

  • Articulate Communication
  • Analytical Reasoning
  • Detail Orientation
  • Forward Planning
  • Solutions Driven
  • Medical Terminology

Certification

Medical Billing and Coding Fundamentals: Specialization Certificate, MedCerts - May 2024

QuickBooks Online 2020 Certification, NACPB - January 2023

Bookkeeping Specialist, U.S. Career Institute - June 1, 2021


Timeline

Member Service Representative

InflectionCX
03.2023 - Current

Customer Service Representative

24-7 Intouch Orlando
11.2021 - 01.2023

Merchandising Associate

Macys Inc.
11.2019 - 06.2021

Bachelor of Arts - English: Emphasis in Creative Writing

San Francisco State University

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Frances Duff Larrea