Hi, I’m
Katrina Sanders
Houston,TX
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. 60 WPM Experience in maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns Excellent in multi-task and demonstrate team player with a positive attitude. Dedicated communications with clients, customers, colleagues and management. Organized and detail-oriented; knack for understanding procedures and logistics. Strong skills in time management, prioritizing tasks, and meeting deadlines.
Overview
6
years of professional experience
Work History
Viva- CVS Healthcare
Customer Service Rep
08.2022 - 01.2023
Job overview
- Excelled within fast-paced call center tasked with assisting high volume of customers, members, and / or providers via telephone, mail, chat support and email with dedication toward prompt, responsive, and exemplary service
- Collaborated with state-based exchange and Federal Facilitated Marketplace (FFM) to resolve Level 1 enrollment, premium, APTC / CSR disputes, or discrepancies
- Delivered support by answering calls regarding provider claims approvals / denials and appeals processes
- Actively resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt
- Communicated verification and authorization status updates with UM department to facilitate decision-making for patient admissions and insurance coverage
- Participated in discovery and resolution of root causes of recurring issues
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed over 50 calls per day
Maximus- Department Of Labor
Customer Service Rep
01.2021 - 02.2022
Job overview
- Take inbound calls for claimants to file weekly unemployment benefits Reopen claims
- Responded to telephone inquiries of treatment that required prior authorizations
- Performed excellent customer service while meeting productivity, adherence, and quality standards
- Managed over 50 calls per day
- Handled customer inquiries and suggestions courteously and professionally
Clearbridge Tech- Houston Health Department
Tiberius Support
10.2020 - 02.2021
Job overview
- Created plans for Pfizer and Moderna Vaccine distribution
- Sent daily data in regards to shipments, deliveries, count, numbers in which how many healthcare providers has been vaccinated
- Managed over 50 calls per day
- Prepared agendas and took notes at meetings to archive proceedings
- Created, prepared, and delivered reports to various departments
BlueCross BlueShield
Customer service Rep
05.2019 - 11.2019
Job overview
- Receive inbound calls from providers
- Provide information for Eligibility and Benefits Check if prior authorization, pre determination is needed
- Documenting and initiating prior authorization process and claim appeals
- Managed client records
- Claims
- Verifying Benefits
- Managed over 50 calls per day
- Handled customer inquiries and suggestions courteously and professionally
United Healthcare, TXUnited
Customer Service Rep
11.2018 - 03.2019
Job overview
- Receive inbound calls from patients or Dr
- Office Benefit information
- Credit Card payments Prescription drug coverage
- Reprints of EOB, ID card replacement
- Appeals, Coverage of determinations, Grievances
- Manage referral process and prior authorization for members and clinical staff in regards to patient intake and service notifications
- Managed over 50 calls per day
- Answered customer telephone calls promptly to avoid on-hold wait times
Mckesson
Insurance Specialist/Data Entry
12.2016 - 07.2018
Job overview
- Took inbound calls and handled all sorts of customers inquiry requests
- Responsible for Rx refills, enrollment into program and checking status of application and documents
- Made outbound calls and processed Re-Auth Intakes, prior authorizations, and benefit investigations
- Faxed needed Authorization forms to Medical Doctor and corresponded with Insurance payers, Medical
- Doctors and patients
- Chat Support
- Managed over 50 calls per day
- Processed eligibility and benefits verification and authorization requests
Education
Arizona Department of EducationPhoenix, AZ
G.E.D
02.2006
Skills
- Healthcare
- Medicare, Medicaid, Claims Payments, Customer Service Oriented
- Chat Support, Data Entry, Salesforce, Citrix, MS Office Outbound Calls, Medical Insurance Benefits, Credit Card
- Documenting, Medical Terminology
- Credit Card Payment Processing
- Microsoft Word
- Microsoft Excel
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Rep
Viva- CVS Healthcare
08.2022 - 01.2023
Customer Service Rep
Maximus- Department Of Labor
01.2021 - 02.2022
Tiberius Support
Clearbridge Tech- Houston Health Department
10.2020 - 02.2021
Customer service Rep
BlueCross BlueShield
05.2019 - 11.2019
Customer Service Rep
United Healthcare, TXUnited
11.2018 - 03.2019
Insurance Specialist/Data Entry
Mckesson
12.2016 - 07.2018
Arizona Department of Education
G.E.D
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