Summary
Overview
Work History
Education
Skills
Interests
Timeline
Generic

Lisa Castro

Chatsworth,CA

Summary

Dynamic and resourceful Employer Service Representative with 27 years of experience at Anthem, excelling in complex claims resolution and client relationship management. Known for a positive attitude and exceptional problem-solving skills, I have successfully increased customer retention and effectively supported high-profile clients, demonstrating strong attention to detail and teamwork. Willing to learn and grow in a new position.

Overview

28
28
years of professional experience

Work History

Employer Service Representative Sr.

Anthem
09.1997 - Current
  • Maintained productivity and quality standards at all times.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Increased customer retention with exceptional interpersonal skills and proactive problem-solving abilities.
  • Participated in ongoing training programs to stay abreast of industry trends, emerging technologies, and best practices within the field of customer service.
  • Resolved complex claims issues for large group employers.
  • Work closely with sales and broker partners and group benefit administrators to resolve complex issues involving claims or benefits.
  • Attend client meetings and presentations when necessary or requested.
  • Develop strong working relationships with my clients by earning their trust.
  • Provide quick and accurate responses to issues being worked.
  • Resolve issues for pharmacy, dental and medical policies.
  • Attend implementation meetings for onboarding clients to support the sales team.
  • Work with other departments when needed to ensure all aspects of our business are being represented well.
  • Successfully manage a large book of business.

Education

No Degree - Early Childhood Special Education

Pierce College
Woodland Hills, CA

Skills

  • Very dedicated with a positive attitude
  • Work well independently or as part of a team
  • Work well under pressure with strong attention to detail while meeting deadlines
  • Resourceful, skilled in analyzing and resolving complex issues
  • Experience in working working with high profile clients such as SISC, Motion Picture Television Fund, Kaiser Aluminum, Multiple first responder clients
  • Experience in benefit review with group during open enrollment
  • Experience in working with our Broker partners such as USI, Burnham Benefits, Felice, and Baldwin
  • 27 years as a full function claims examiner
  • Knowledge in multiple systems such as WGS, Solution Central, Employer Access, JIRA business, Availity,
  • Worked with all medical plans sold under commercial business
  • Use Excel and Microsoft word
  • Support teammates with complex issues
  • Product knowledge
  • De-escalation techniques

Interests

I enjoy hanging out with my animals I have two German Shepherds and three small parrots that keep me busy

I also enjoy hiking, camping and traveling

Love family time and activities


Timeline

Employer Service Representative Sr.

Anthem
09.1997 - Current

No Degree - Early Childhood Special Education

Pierce College

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