Megan Nystrom
2250 W Glendale Ave, Phoenix,AZ
Summary
Personable and dedicated Customer Service Representative with experience in Healthcare Benefits and experience resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients.
Overview
6
6
years of professional experience
Work History
Contact Representative (Remote)
VA Health Care System
Topeka, KS
06.2023 - Current
- Assessing and verifying veterans’ eligibility status, processing enrollment applications, and other related duties.
- Answering telephone calls in a call center Preparing written correspondence related to enrollment, financial statements, and eligibility issues.
- Process requests to update veterans’ personal, eligibility, and enrollment information in online databases. Develop financial assessments to determine veteran’s priority for enrollment in the VA Healthcare system and their eligibility for income-based benefits.
- Counsel veterans’ and their representatives regarding the outcome of the case development process to ensure the process is thoroughly explained.
- Adjudicate cases that meet VA criteria for VA Healthcare Benefits.
- Research and maintain advanced knowledge of special emphasis programs related to VA Healthcare Benefits. Apply rules and regulations related to eligibility for VA Healthcare Benefits.
- Provide guidance to VA healthcare staff on regulations, policies, and procedures related to financial eligibility assessments and healthcare benefits.
- Prepare written responses to complex inquires from both internal and external customers. Resolve conflicting or inconsistent information in files, cases, or correspondences.
- Utilize a call distribution system such as AVAYA to make, answer, transfer, and coordinate calls.
Health Benefits Assistant
VA Health Care System
Pittsburgh, PA
07.2022 - 06.2023
- Screen, advise, and assist Veterans and other beneficiaries seeking and receiving medical treatment.
- Subject matter experts to the HAS Section Chiefs and support the management information components of all health eligibility related programs.
- Provides advice, problem resolution, and administrative support for eligibility issues related to healthcare services. Knowledge of pertinent laws, regulations, polices, guidelines and procedures is required.
- Entering data and information when necessary, but also reviewing reports, records and statistical computations for accuracy.
- Involved in an extremely complex blend of computing technology, medical information, communication skills and leadership qualities in a rapidly changing environment.
- He/she must possess vast computer knowledge in creating and capturing data.
- Interviews and registers applicants to determine eligibility and legal entitlement of applicants for health care, including assignment into the appropriate enrollment priority group.
- Verifies eligibility using various methods, including: income assessments, military discharge documents, Hospital Inquiry (HINQ), Veterans Benefits Management System (VBMS), Veteran Information Solutions (VIS) and other means such as communication with VA Regional Office.
- Administers income assessments (means tests).
- Advises and counsels Veterans and their beneficiaries or representatives of financial obligations, co-pay requirements, and their rights to appeal.
- Deals with and resolves complex eligibility, co-pay, and insurance questions that arise.
- Explains to each individual the specific conditions or actions that could affect their co-pay status or eligibility for benefits.
- Informs Veterans of their responsibility to report changes in their demographics, insurance, and other significant factors.
Security Assistant
VA Healthcare
Pittsburgh, PA
02.2020 - 07.2022
- Perform alarm and access monitoring, trace access patterns, and assign or remove user permissions.
- Assess on-scene behavior and determine when it is appropriate to dispatch law enforcement or other personnel to investigate.
- Respond to alarm systems monitoring fire, access, intrusion, duress/panic, medical emergencies, psychiatric emergencies, medical assist teams, etc.
- Operate a variety of communications and security equipment, such as computers, multi-frequency radios, multiline telephone system, and other related peripherals.
- Monitor and receive routine and emergency calls from a variety of sources that need police, fire, medical or other emergency services. Monitor and direct responses to security and life safety communications, radio dispatches, telephone calls, and other emergency communication circuits.
- Compile and prepare reports related to events occurring in the operation of the police control center.
- Coordinate with various federal, state, and local law enforcement officials for coordination of emergency situations.
- Conduct equipment inventories and complete records and other logs. Perform system checks on a variety of equipment used in the dispatch center.
- Enter, update, and retrieve information from a variety of computer systems and sensitive databases.
- Utilize state and national systems to access law enforcement information to support field operations and investigations.
- Query for items such as criminal histories, arrest warrants, drivers record, vehicle registration, stolen property, firearms, etc.
Customer Service Representative
PHEAA
Pittsburgh, PA
10.2019 - 02.2020
- Call Center Representatives answer inbound calls handling a variety of complex account issues.
- Answer questions, identify the root cause of the call and research to resolve the customer inquiry upon first contact. Interactions with customers are based on federal regulations, PHEAA objectives, and department policies.
- Assist customers with troubleshooting online account issues and utilizing online tools that are available.
- Update customer and account information as needed.
- Process incoming correspondence, forms, or other documents received from customers.
- Counsel customers in achieving successful repayment of their student loans. This includes but is not limited to answering payment and billing inquiries, discussing repayment plan options and eligibility, payment alternatives, interest accrual, forgiveness programs, and consolidation.
911 Call Taker/Dispatcher
Somerville Police Department
Somerville, MA
10.2018 - 09.2019
- Collect caller information, report problem, and input into the computer aided dispatching system (C.A.D)
- Provide accurate details to officials with emergency information and details of locations and situations
- Complete minor and supplemental police reports
- Effectively operate a wide variety of emergency communications equipment, including different radio consoles, computer systems, call recorders and security cameras
- Enter, update, and retrieve information from teletype networks and computerized data systems regarding such things as wanted persons, stolen property, vehicle registration, and stolen vehicles
Customer Service Representative
Department of Revenue
Chelsea, MA
05.2018 - 10.2018
- Receives calls from customers and their representatives and responds to inquiries and researches on-line records in order to provide assistance, summarizes the customer issue, accurately document the customer conversation, and refers the customer to the appropriate staff member
- Maintains data integrity and safeguards child support enforcement information by reviewing online account information, communicating with callers, making adjustments to customer profile data, processing credit card payments and documenting activities and customer interactions to ensure the accuracy and confidentiality of online case records
Customer Service Representative-MBTA Call Center
Global Contact Services
Medford, MA
02.2018 - 05.2018
- Performed customer service duties supporting the Massachusetts Bay Transit Authority call center project, including but not limited to addressing consumer inquiries (inbound consumer calls and emails) regarding MBTA schedules, fares, payment methods, disability access & route planning.
- Updated information into the MBTA’s CRM application accurately, while following the SOP and displaying skills regarding escalation of consumer complaints.
Education
Bachelor of Science - Sociology
Arizona State University
Tempe, AZ06-2024
Skills
- Customer Service
- Data Entry
- Verbal and written communication
- Call Center Operations
- Database Research
- Call documentation skills
- Providing customer support
- Proficient in Microsoft Word, Powerpoint, Excel, Outlook, Teams
Accomplishments
- Army Good Conduct Medal Department of Defense: Army Fort Sam Houston, TX
- National Defense Service Medal Department of Defense Army Fort Sam Houston, TX
Timeline
Contact Representative (Remote)
VA Health Care System
06.2023 - Current
Health Benefits Assistant
VA Health Care System
07.2022 - 06.2023
Security Assistant
VA Healthcare
02.2020 - 07.2022
Customer Service Representative
PHEAA
10.2019 - 02.2020
911 Call Taker/Dispatcher
Somerville Police Department
10.2018 - 09.2019
Customer Service Representative
Department of Revenue
05.2018 - 10.2018
Customer Service Representative-MBTA Call Center
Global Contact Services
02.2018 - 05.2018
Bachelor of Science - Sociology
Arizona State University