Getta L. Martin
Owings Mills,MD
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
35
35
years of professional experience
Work History
Enrollment and Billing Functional Analyst
CareFirst BlueCross BlueShield (retired 2022)
2015 - 2022
- Perform gap analysis and recommend solutions
- Delivered high-quality results under pressure, adapting quickly to changing client needs while maintaining a keen eye for detail.
- Coordinate production fixes between the Customer Service, Escalations, and the Information Technology team.
- Able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.
- Collaborated with the Special Investigations Unit to provide law enforcement agents with mock policies to identify fraudulent claim submissions.
- Addressed escalated customer issues with Maryland (MD) and District of Columbia (DC) health exchanges
- Represented CareFirst as a defendant in remote court proceedings for DC exchange cases
- Facilitated and maintained a Maryland exchange policy for President Barack Obama from 2014 to 2016, including initial and subsequent enrollment, billing, and customer service.
- Supported Consumer Direct manager in fielding defects and production operations issues.
Enrolling and Billing Specialist
CareFirst BlueCross BlueShield
01.2012 - 08.2015
- Provide information and documentation for DC exchange court cases
- Handle urgent calls for the director and respond to calls to problem solve as needed
- Offer consistent and efficient service to members and new members for enrollment and open enrollment without interrupting normal service
- Updating account information when needed/requested (address changes, adding and removing dependent information, etc.)
- Research, analyze, and test system functionality
- Researched and resolved billing discrepancies to enable accurate billing.
- Verified the accuracy of accounts payable payments, resulting in a 96% reduction in payment errors and check reissues.
Subsequent EAB Technician (Enrollment and Billing)
CareFirst BlueCross BlueShield
01.2005 - 01.2012
- Assisted management with overseeing daily production updates to ensure associates have the tools needed to complete daily tasks
- Worked closely with Operations Technical Support and Executive Inquiry by monitoring and troubleshooting memberships as needed
- Facilitated the creation of SOPs about subsequent enrollment to help educate new associates and minimize errors
- Completed 10 to 15 inter-plan transfers per day
- Managed several 6 retiree groups (enrollment and billing)
- Processed premiums applied funds from suspense, and researched check information in the Sun Trust banking system and Oracle
- Applied critical thinking and research to address complex issues.
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
Full-Service Representative
CareFirst BlueCross BlueShield
06.1996 - 01.2005
- Implemented customer and provider services through telephone interactions which included enrollment and billing, claims adjustment, and interpretation of benefits for group and individual contracts. Managed 30 to 40 calls per day.
- Managed benefit upgrades coordinated benefits research, and client history, and documented all client encounters
- Collaborated with medical experts to determine supervised care interventions and responded to telephone and written inquiries
- Occasionally assist with new hire training
Customer Service Representative
Spectera ( Formerly United Optical)
01.1992 - 06.1996
- Quoted optical benefits for various groups including federal and state employees
- Provided a high level of customer service in a busy call center
- Assisted clerical unit with extensive support, filing data entry and taking inventory
- Occasionally supported management by serving as an assistant supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Updated account information to maintain customer records.
Material Control Accounting Specialist
United States Army, Department of Defense U.S. Government
01.1981 - 01.1987
- Read and interpreted the Army master data file and for selected data; manage information in a supply management, for instance, in the use of codes for stocked and shipped materials between companies in the US Army
- Prepared request forms for supply actions on items not in stock and also applied procedures in case of a cancellation on a particular item
- Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
- Supported month-end closing process by preparing journal entries, account reconciliations, and variance analysis reports.
Education
Accounting And Business Management
U.S. Army Quartermaster School
Fort Lee, VA01.1982
High School Diploma -
Northwestern High School
Baltimore, MD06.1981
Skills
- Functional specifications
- Use Case Development
- User Acceptance Testing
- Business Process Analysis
- Workflow Analysis
- End-User Training
References
References available upon request.
Timeline
Enrolling and Billing Specialist
CareFirst BlueCross BlueShield
01.2012 - 08.2015
Subsequent EAB Technician (Enrollment and Billing)
CareFirst BlueCross BlueShield
01.2005 - 01.2012
Full-Service Representative
CareFirst BlueCross BlueShield
06.1996 - 01.2005
Customer Service Representative
Spectera ( Formerly United Optical)
01.1992 - 06.1996
Material Control Accounting Specialist
United States Army, Department of Defense U.S. Government
01.1981 - 01.1987
Enrollment and Billing Functional Analyst
CareFirst BlueCross BlueShield (retired 2022)
2015 - 2022
Accounting And Business Management
U.S. Army Quartermaster School
High School Diploma -
Northwestern High School
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