LARRY GRAHAM
Randolph,MA
Summary
I have received customer service awards for de escalating complaint calls
Overview
19
19
years of professional experience
Work History
Enrollment Administrator
Codman Square Health Center
Dorchester, MA
07.2017 - 12.2017
- Entered paper applications into database completely and accurately.
- Verified appropriate personal, demographic and financial information for the purposes of ensuring quality applications data entry into the MassHealth systems.
- Tracked conversion rate; Maintained facility established productivity standards and Patient Accounts Quality Guidelines.
- Evaluated financial data for establishment of current accounts and documented comments to reflect actions taken.
Member Service Representative
Tufts Health Plan
Watertown, MA
08.2015 - 02.2017
- Processed Primary Care Physician changes for members and providers, providing excellent customer service in every encounter.
- Responded to inquiries from members and providers regarding health insurance benefit and claim disposition.
Member Service Representative
Celticare Health Plan
Boston, MA
10.2010 - 03.2015
- Processed Primary Care Physician changes for members and providers, providing excellent customer service in every encounter.
- Responded to inquiries from members and providers regarding health insurance benefit and claim disposition.
Member Service Representative
Tufts Health Plan
Boston, MA
05.2010 - 06.2010
- Provided customer services, responded to claim inquiries, and offered issue resolution.
Customer Service Associate
Pitney Bowes
Washington, DC
07.2008 - 10.2009
- Answered phone calls at the customer service counter while simultaneously handling student inquiries concerning mail and package requests in person.
Document Tracking Specialist
Chevy Chase Bank
Bethesda, MD
11.2000 - 11.2007
- Contributed expertise to the Mortgage/Home Loan department working on 80-100 files per day.
- Analyzed and ensured company legal files contained all relevant information including recorded deeds of trust and promissory notes.
- Contacted courthouses and attorneys in California and Virginia to verify that all deeds of trust were properly recorded with the appropriate courthouse.
- Entered data into the Lotus Approach system, reconciled payoff report inventory, prepared lien status reports, assisted in company file room maintenance, and distributed company mail.
Member Service Representative
Kaiser Permanente
Silver Spring, MD
10.1999 - 07.2000
- Positioned company for progressive success as key liaison between members and the management team.
- Helped members understand their insurance coverage such as whether or not a procedure was covered, out-of-pocket expense amount due, and explained benefits and deductible responsibility level.
- Maintained follow up on assigned member accounts resulting in higher loyalty, satisfaction and retention levels; demonstrated exemplary abilities in resolving complex issues with difficult members.
Customer Service Representative
Seabury & Smith
Washington, DC
09.1998 - 10.1999
- Interacted effectively with all members, provided world class customer service, and projected and maintained a positive and professional image as a reflection of the overall organization.
- Awarded for consistently meeting goal of handling 100 calls per day to explain health insurance benefits to members from various associations.
Education
Bachelor of Arts Degree - Hispanic Studies Language
Connecticut College
New London, CTParalegal Certification - undefined
Northeastern University
Boston, MASkills
- Microsoft Word and Excel, Lotus Approach, Internet Explorer
- Bilingual fluency in Spanish and English; ability to speak, read, and write at an advanced level
- Medical Insurance
- Insurance Claims
- Complex Problem Solving
- Customer Service
- Document Tracking
- Prioritization
- Confidentiality
- Data Entry
- Administrative Skills
- Account Management
- Team Collaborations
- Time Management
Timeline
Enrollment Administrator
Codman Square Health Center
07.2017 - 12.2017
Member Service Representative
Tufts Health Plan
08.2015 - 02.2017
Member Service Representative
Celticare Health Plan
10.2010 - 03.2015
Member Service Representative
Tufts Health Plan
05.2010 - 06.2010
Customer Service Associate
Pitney Bowes
07.2008 - 10.2009
Document Tracking Specialist
Chevy Chase Bank
11.2000 - 11.2007
Member Service Representative
Kaiser Permanente
10.1999 - 07.2000
Customer Service Representative
Seabury & Smith
09.1998 - 10.1999
Bachelor of Arts Degree - Hispanic Studies Language
Connecticut College
Paralegal Certification - undefined
Northeastern University