JAMIE HOCKENBERRY
Milford,PA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
CVS/Aetna Health
Remote, PA
02.2022 - Current
- Documents and tracks contacts with members, providers and plan sponsors
- The CSR guides the member through their members plan of benefits, Aetna policy and procedures as well as having knowledge of resources to comply with any regulatory guidelines
- Creates an emotional connection with our members by understanding and engaging the member to the fullest to champion for our members' best health
- Provides the customer with related information to answer the unasked questions, e.g
- Additional plan details, benefit plan details, member self-service tools, etc
- Processes claim referrals, new claim handoffs, nurse reviews, complaints (member/provider), grievance and appeals (member/provider) via target system.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Dietary Aide
Bon Secour Community Hospital
Port Jervis, NY
02.2016 - Current
- Follows strict sanitary standards per state, federal, and JCAHO standards
- Reports customer, resident and patient complaints to supervisor
- Takes and records dishwasher and refrigerator temperatures, and reports deficiencies as needed
- Plan and coordinates community events
- Successfully runs Volante POS system in food service departments
- Processed cash transactions
- Served meals to residents in accordance with established schedules and dietary procedures
- Organized and planned medical nutrition therapy for 150 patients and residents
- Assisted in maintaining dry storage areas and handling unpacking, dating and rotating of food and non-food supplies as directed
- Delivered nourishment and supplements to nurse station for distribution to specific residents
- Washed plates, cups, serving and eating utensils and kitchen equipment in commercial dishwasher
- Increased aide productivity by working closely with staff to redesign cleaning protocols, processes and workflows
Scribe Lead
Good Samaritan Hospital
Suffern, NY
08.2020 - 07.2021
- Collect and test COVID-19 specimens on ID NOW machines
- Run pop up locations for community testing sites
- Use Epic computer system to schedule, reschedule, and cancel patient appointments
- Scribe lead at SUNY Orange mass vaccination site
- Trained all employees on NYS site for making appointments for vaccination and ask state mandated questions during appointments
- Recorded inventory of all supplies needed for each vaccination site
- Worked hand and hand with NYS Department of Health regarding patient safety.
Education
Bachelors of Science - Hotel, Restaurant, Tourism Management
East Stroudsburg University of Pennsylvania
08.2016
Skills
- Computer proficiency
- Communication skills
- People skills
- Problem-solving abilities
- Global destinations
- Customer Service
- Organization and Time Management
- Flexible and Adaptable
- Employee Database Management
- Employee Support
- Human Resources Operations
- Talent Management
- Payroll Coordination
- Workforce Improvements
- Training and Development
- HR Guidance
- Recruitment Strategies
- Recruitment and Hiring
- HR Transformation
- Personnel Recruitment
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative
CVS/Aetna Health
02.2022 - Current
Scribe Lead
Good Samaritan Hospital
08.2020 - 07.2021
Dietary Aide
Bon Secour Community Hospital
02.2016 - Current
Bachelors of Science - Hotel, Restaurant, Tourism Management
East Stroudsburg University of Pennsylvania
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