Experienced with handling patient inquiries and providing support in healthcare setting. Utilizes strong communication skills and empathy to resolve issues and ensure customer satisfaction. Knowledge of healthcare protocols and procedures, contributing to efficient and effective service delivery. Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships.
Hi, I’m
Marva Terry
Lawrenceville,GA
Summary
Overview
10
years of professional experience
Work History
Elevance Health
Utilization Management Representative
12.2023 - 12.2024
Job overview
- Improved patient care management by efficiently coordinating and monitoring medical services.
- Maintained up-to-date knowledge on relevant health policies, regulations, and industry best practices through ongoing professional development opportunities.
- Developed strong working relationships with healthcare providers to ensure seamless communication and coordination of services.
- Ensured proper documentation and coding of medical treatments, enhancing billing accuracy and reimbursement rates.
- Reduced wait times for essential services by effectively managing utilization review caseloads and prioritizing urgent requests.
- Enhanced patient satisfaction by promptly addressing inquiries regarding coverage decisions and available resources.
- Performed prior authorization review of services requiring notification.
- Evaluated medical guidelines and benefit coverage to determine appropriateness of services.
Verizon
Customer Service Representative
01.2022 - 11.2022
Job overview
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
Pennsylvania Department of Labor and Industry
Unemployment Claims Examiner
07.2019 - 04.2021
Job overview
- Handled sensitive information with discretion, ensuring confidentiality of personal and financial details for claimants throughout the claims examination process.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information on claim status.
- Provided exceptional customer service by empathetically addressing claimants'' concerns and effectively explaining the claims process to them.
- Mitigated fraud risks by identifying suspicious patterns in claims data and escalating concerns to appropriate teams for further investigation.
- Examined photographs and statements.
- Interviewed claimants and witnesses to gather factual information.
- Managed caseloads effectively while maintaining high-quality work standards and meeting strict deadlines consistently.
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
AT&T Mobility
Technical Customer Service Representative
10.2014 - 08.2018
Job overview
- Maintained detailed records of customer interactions, ensuring accurate tracking and follow-up on open cases.
- Reduced average call handling time through efficient problem-solving techniques and effective use of support tools.
- Improved first-call resolution rates by effectively troubleshooting and diagnosing customer concerns.
- Served as an escalation point for advanced troubleshooting scenarios, leveraging extensive product knowledge to resolve complex issues quickly.
- Enhanced customer satisfaction by promptly addressing and resolving technical issues.
- Provided comprehensive product knowledge to customers, enabling them to make informed decisions about their purchases.
- Managed high call volume while maintaining a professional demeanor, ensuring a positive customer experience at all times.
- Diagnosed and troubleshot hardware, software and network issues.
Education
Harrisburg Area Community CollegeHarrisburg, PA
02-2011
University Overview
Skills
- HIPAA compliance
- Professionalism and ethics
- Documentation accuracy
- Decision making
- Utilization management
- Communication & Attention to detail
- Problem-solving
- Multitasking
- Compassionate and caring
Timeline
Utilization Management Representative
Elevance Health
12.2023 - 12.2024
Customer Service Representative
Verizon
01.2022 - 11.2022
Unemployment Claims Examiner
Pennsylvania Department of Labor and Industry
07.2019 - 04.2021
Technical Customer Service Representative
AT&T Mobility
10.2014 - 08.2018
Harrisburg Area Community College
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