Summary
Overview
Work History
Education
Skills
Timeline
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Juwana Green

Chattanooga,TN

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Detail-oriented team player with strong organizational skills. Willingness to take on added responsibilities to meet team goals. Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.

Overview

19
19
years of professional experience

Work History

Technical Team Expert

BlueCross BlueShield Of Tennessee Inc.
07.2019 - Current
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Provided primary customer support to internal and external customers.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Customer Service Representative

BlueCross BlueShield Of Tennessee Inc.
07.2017 - 07.2019
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Clinical Denial Correspondence Specialist

BlueCross BlueShield Of Tennessee Inc.
01.2010 - 10.2014
  • Multi-tasked and tracked multiple priorities in fast-paced environment.
  • Organized and maintained critical communications.
  • Developed documents in Word and maintained Excel databases.
  • Edited and reviewed communications for tone and quality.
  • Audited Denial Letters for BlueCare.
  • Maintained an accuracy level of 97% or above according to State of Tennessee requirements.

Utilization Management Coordinator

BlueCross BlueShield Of Tennessee Inc.
01.2008 - 12.2009


  • Performed prior authorization review of services requiring notification.
  • Submitted cases for criteria failures and helped facilitate resolutions and approvals.
  • Supervised and maintained all utilization review documentation through Care Advance.

Preservice Assistant

BlueCross BlueShield Of Tennessee Inc.
01.2005 - 12.2007
  • Reviewed and edited documents for accuracy, grammar and clarity.
  • Processed incoming requests for prior authorizations.
  • Consistently achieved and or exceeded a 97% accuracy goal and a 95% productivity goal.



Customer Service Representative

BlueCross BlueShield Of Tennessee Inc.
06.2004 - 03.2005
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Education

Associate of Science - Psychology

Chattanooga State Community College
Chattanooga, TN

Skills

  • Customer Communication and Empathy
  • Microsoft Windows and Office
  • Organizational Skills
  • Organization and Prioritization
  • Collaborative Team Player
  • Customer Satisfaction
  • Coaching and Mentoring
  • Team Leadership
  • Performance Tracking and Evaluations
  • Time Management
  • Verbal and Written Communication

Timeline

Technical Team Expert

BlueCross BlueShield Of Tennessee Inc.
07.2019 - Current

Customer Service Representative

BlueCross BlueShield Of Tennessee Inc.
07.2017 - 07.2019

Clinical Denial Correspondence Specialist

BlueCross BlueShield Of Tennessee Inc.
01.2010 - 10.2014

Utilization Management Coordinator

BlueCross BlueShield Of Tennessee Inc.
01.2008 - 12.2009

Preservice Assistant

BlueCross BlueShield Of Tennessee Inc.
01.2005 - 12.2007

Customer Service Representative

BlueCross BlueShield Of Tennessee Inc.
06.2004 - 03.2005

Associate of Science - Psychology

Chattanooga State Community College

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Juwana Green