Marika Holt-Edwards
Madison,TN
Summary
- Seeking a company that will allows one to utilize their skills and abilities in a hard-working environment in order to achieve individual as well as team goals.
- Proficient in a vast array of computer programs including Word, Excel, and PowerPoint
- Extensive background in customer service and communication
- Strong ability to multi-task under pressure
- Knowledgeable of Medicare and HIPAA laws and procedures
- Outgoing personality and a “people person”
- Team Oriented and eager to learn more about the medical field
- Typing Speed: 35 wpm and 10-key stroke experienced
Hardworking Senior Representative gifted at providing amazing service to customers and peers. Engaging and personable to oversee business tasks and meet deadlines. Sharp individual with more than 5 years working as a Senior Representative for a Fortune 500 Company. Determined and experienced in various areas, including customer service and problem solving, and ready to help grow a new employer's success. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
Work History
Intake Care Senior Representative
Cigna Healthspring
03.2017 - Current
- Maintain and exceed Customer Service goals and objectives on consistent basis.
- Case management.
- Demonstrate ability to build and maintain working relationships with others and contribute as effective team player.
- Provide initial customer contact for incoming calls to health services queue line, providing accurate information to callers based on understanding of customer's request.
- Performs outbound post discharge calls to members,
- Supports in coming pre-service fax boxes by labeling, shelling auth and attaching clinical documentation into MHK and CCMS documentation program.
- Performs general administrative duties such as faxing, mailing letters, retrieving phone mail, in order to support field staff.
- Inbound Case Management
- Reporting.
- Increased customer satisfaction by promptly addressing concerns and providing effective solutions.
- Strengthened client relationships through excellent communication skills and consistent followup.
- Answered questions quickly via email or return phone call within 24-hour period.
Customer Service Representative
Cigna Healthspring
02.2016 - 03.2017
- Answer simple calls from Members and providers while ensuring high level of service and maximizing productivity with minimum downtime
- Resolve basic types of Customer service inquiries including: benefit calls; eligibility calls; grievances; member material requests; provider network look up calls; claims status for Members and explanation of benefits for Members and providers
- Basic Member administration calls
- Address changes
- Participate in pro-active outbound calls programs (Member Welcome Calls) to enhance Customer satisfaction
- Provide timely and accurate service to both Members and providers by assessing individual caller's needs and taking appropriate steps to satisfy their needs
- Solve problems systematically, using sound business judgment and follow through on commitments.
- Respond to Members and providers in polite and courteous manner especially during stressful situations and is able to remain flexible and resilient in stressful situations.
- Projects patience, empathy, caring and sincerity in voice tones and words.
- Establish rapport over telephone quickly and remains positive and upbeat over prolonged periods of Customer transactions.
- Express thoughts and information clearly and professionally in written documentation regarding calls
- Communicate unpleasant or negative information in tactful manner.
- Pharmacy authorizations
- Appeals
- Claims.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
Customer Service
Randstad: Cigna Healthspring
10.2015 - 02.2016
- Patient support
- Inbound/outbound calls.
- Developed customer service improvement initiatives to decrease customer wait times.
- Executed top-notch customer service and assistance for contractors.
- Assessed customer service data to identify and address improvement opportunities.
Developmental Tech
Mur-Ci Homes
02.2015 - 12.2015
- Assists persons served to maximize independence in activities of daily living
- Provides supervision of persons served while in care of staff.
- Interacts with each client to stimulates interpersonal skills.
- Enhanced client satisfaction by providing timely and accurate support to individuals with developmental disabilities.
- Improved patient independence through implementation of personalized care plans and goal-setting strategies.
Customer Service
JC Penney
10.2013 - 05.2015
- Inbound Calls
- Cash Handling Skills
- Inventory
- Customer Assistance
- Stock.
- Developed customer service improvement initiatives to decrease customer wait times.
- Assessed customer service data to identify and address improvement opportunities.
Customer Service
Walmart
06.2012 - 09.2013
- Cash Handling
- Order Reservations
- Inventory
- Stock.
Customer Service
McDonald's
01.2012 - 06.2012
- Production
- Cash Handling.
Information Specialist
Oasis Center
09.2010 - 05.2011
- Presentation Coordinator
- Individual Consultant
- Data Entry
- Inbound/Outbound Call Handling.
- Improved information accessibility by developing and implementing a user-friendly online catalog system.
- Streamlined data retrieval processes for faster response times and increased customer satisfaction.
Education
Bachelor's degree - Rehabilitation Science
University of Tennessee At Chattanooga
Chattanooga, TN12.2014
High School Diploma -
Pearl Cohn High School
Nashville, TN05.2011
Skills
- Telephone Etiquette
- Project Oversight
- Customer Rapport
- Relationship Building
- Problem-solving abilities
- Effective negotiation
- Decision-Making
- Cultural Awareness
- Problem-solving abilities
- Effective negotiation
- Teamwork and Collaboration
- Problem-solving abilities
- Effective negotiation
- Problem-solving abilities
- Effective negotiation
- Critical Thinking
volunteer experience
- I Have a Future Program: Community Service, Nashville, TN, 2008, 2012
- First Harvest Food Bank, Nashville, TN, 2009-Current
- Digital Connectors, Nashville, TN, 2010, 2011
- Alliance Physical Therapy, Chattanooga, TN, 2013, 2014
- Nashville Gives Back, Nashville, TN, 2016-Current
Timeline
Intake Care Senior Representative
Cigna Healthspring
03.2017 - Current
Customer Service Representative
Cigna Healthspring
02.2016 - 03.2017
Customer Service
Randstad: Cigna Healthspring
10.2015 - 02.2016
Developmental Tech
Mur-Ci Homes
02.2015 - 12.2015
Customer Service
JC Penney
10.2013 - 05.2015
Customer Service
Walmart
06.2012 - 09.2013
Customer Service
McDonald's
01.2012 - 06.2012
Information Specialist
Oasis Center
09.2010 - 05.2011
Bachelor's degree - Rehabilitation Science
University of Tennessee At Chattanooga
High School Diploma -
Pearl Cohn High School