Irma Dizdarevic
Frankfort,NY
Summary
Customer service representative accustomed to fast-paced call center environments. Personable, friendly and solution-oriented with 5+ years of experience in service and support. Dedicated to customer loyalty and satisfaction.
Overview
12
12
years of professional experience
Work History
Utilization Management Representative
Excellus BCBS
Utica, New York
08.2019 - Current
- Submitted prior authorizations quickly and accurately
- provided additional information to providers offices as well as members to help determine what is needed to support medical necessity on denied services
- Maintained up-to-date knowledge of changes in healthcare regulations, policies, and evidence-based practices.
- Collaborated with staff members in group meetings to identify issues and potential improvements
- Worked on the DLP committee to assure that all resources are cohesive and easy to follow
- Notified members and providers of authorization status and next steps
- Triaged clinical documentation, adhering to compliance and timeframes.
- Educated healthcare providers on utilization review processes, criteria, and best practices.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Supervisor
Brodock Press
Utica, NY
06.2013 - 11.2017
- Enforced adherence to company policies, answered coworkers' questions and trained new personnel.
- Provided leadership and direction, supervising activities to drive productivity and efficiency.
- Integrated process improvements to increase overall workflow.
- Recorded production data in daily logs to keep management informed of team actions.
- Inspected finished products for quality.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
Sr. Customer Service Representative
Bank of America
Utica, NY
10 2017 - 2 2019
- Assisted approximately 60 customers each day with technical support as well as retail banking issues.
- Addressed customer service inquiries quickly and accurately.
- Upheld privacy and security requirements established by federal banking regulatory agencies.
Education
High School Diploma -
Thomas R Proctor High School
Utica, NY2012
Skills
- Call center experience
- Creative problem solving
- Active listening
- Exceptional communication skills
- High-energy attitude
- Computer proficient
- Prior authorization
- Utilization management
Timeline
Utilization Management Representative
Excellus BCBS
08.2019 - Current
Supervisor
Brodock Press
06.2013 - 11.2017
Sr. Customer Service Representative
Bank of America
10 2017 - 2 2019
High School Diploma -
Thomas R Proctor High School