OLIVIA E SPANN
Salisbury,NC
Summary
Dynamic Benefits Verification Specialist with proven expertise at Capgemini/CVS Specialty Pharmacy in claims processing and eligibility determination. Adept at building relationships and delivering exceptional customer service, I consistently enhance operational efficiency and compliance. My strong problem-solving skills and attention to detail ensure accurate insurance documentation and successful patient outcomes.
Overview
12
12
years of professional experience
Work History
Benefits Verification Specialist
Capgemini/CVS Specialty Pharmacy
12.2020 - 10.2021
- Contacted doctors' offices to obtain patients' insurance details.
- Stayed current with benefits trends and legislation through continuous education and professional development.
- Assisted customers with questions regarding their eligibility status or benefit coverage.
- Reviewed and verified eligibility of patients for benefits coverage.
Financial Fraud Crime Specialist
WellsFargo
Charlotte, NC
11.2019 - 02.2020
- Managed numerous inbound calls daily for credit card fraud reports.
- Assessed and resolved approval requests regarding fraudulent activities.
- Set specific goals for projects to measure progress and evaluate end results.
- Maintained positive working relationship with fellow staff and management.
Cashier
Publix
Charlotte, NC
03.2019 - 07.2019
- Oversaw inventory management processes to ensure accuracy and efficiency.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Answered customers' questions and provided information on store procedures or policies.
- Performed opening and closing procedures including counting cash drawers and preparing deposits.
- Counted and balanced cashier drawers.
- Verified that customers were of legal age to purchase alcohol or tobacco products.
- Helped customers find specific products, answered questions, and offered product advice.
- Maintained work area and kept cash drawer organized.
Nurse Aid
Emizon Home Care
Charlotte, NC
09.2017 - 02.2019
- Executed efficient and organized meal preparation schedules.
- Executed routine maintenance duties to ensure a clean environment.
- Executed errands and transportation seamlessly.
- Ensured client well-being by being a reliable presence.
- Provided physical support to assist patients with bathing, dressing and toileting.
- Responded quickly to emergencies and followed proper safety protocols at all times.
- Provided emotional support to patients and families during difficult times.
- Fostered relationships with patients, caregivers and healthcare teams to achieve individual care plan targets.
- Administered medications and educated patients and families on correct at-home administration.
- Rendered hands-on nursing care under direct RN supervision, adhering to medical center policies and procedures.
- Documented information in patient charts and communicated status updates to interdisciplinary care team.
Environmental Service
Novant Health Hospital
Matthews, NC
07.2018 - 01.2019
- Ensured compliance with sanitation standards.
- Handled, mixed and stored chemical cleaners in compliance with safety requirements and standard operating procedures.
- Exceeded facility standards regularly by working with detail-oriented approach.
- Followed chemical cleaner and power equipment procedures to prevent damage to floors and fixtures.
- Wiped down surfaces and refilled soap and hand sanitizer to prevent spread of germs.
- Requisitioned supplies or equipment for cleaning and maintenance duties.
Benefit Verification Specialist
Lash Group
Charlotte, NC
10.2017 - 09.2018
- Facilitated communication with multiple insurance providers to secure approval for administering Eylea.
- Facilitated efficient handling of all emails.
- Coordinated annual open enrollment process, including preparation of materials, presentations, and employee support.
- Collaborated with medical staff to ensure accuracy of patient records and eligibility for services.
- Conducted research on new products offered by insurance companies and provided recommendations based on findings.
Shift Manager
Bojangles
Charlotte, NC
03.2018 - 06.2018
- Managed customer orders, inventory, and cleaning tasks.
- Kept records of employees' attendance and working hours for accurate calculation of billable cycle.
- Recommended opportunities for growth and advancement to motivate employees.
- Determined budgets, production goals and rates based on company policies and requirements.
- Managed daily cash intake by counting out registers and tabulating profits.
- Implemented cost-control measures to maintain budgetary guidelines.
- Maintained inventory levels by monitoring stockroom orders and restocking shelves as needed.
- Conferred with management and subordinates to resolve problems or complaints.
Service Agent 1
American Red Cross
Charlotte, NC
04.2017 - 09.2017
- Initiated countrywide outbound calls aimed at securing life-saving blood donations.
- Partnered with customers to effectively resolve issues through phone, email and chat.
- Reviewed customer feedback to improve satisfaction rates and make improvements to product development.
Customer Care Representative
AARP
Charlotte, NC
09.2016 - 01.2017
- Provided support to an average of 30-60 callers per day, focusing on resolving concerns for active and prospective AARP members.
- Handled various aspects of life, health, vision, and dental insurance.
- Updated system with order specifics and customer details, preferences, and billing information.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Analyzed trends in call volume data in order to anticipate peak periods and adjust staffing accordingly.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Mail Clerk
Novitex
Charlotte, NC
07.2015 - 08.2016
- Company Overview: Novitex is redefining document outsourcing for the connected age, designing custom solutions that integrate seamlessly with the way you do business from document processing to manage print services, Novitex cloud-based solutions work towards streamlining workflows and improving your bottom line
- Novitex is redefining document outsourcing for the connected age, designing custom solutions that integrate seamlessly with the way you do business from document processing to manage print services, Novitex cloud-based solutions work towards streamlining workflows and improving your bottom line
Assistant Supervisor, Security
G4S
Charlotte, NC
02.2014 - 07.2015
- Company Overview: G4S is the nation's leading security company, providing a wide range of security services and technology solutions
- G4S is the nation's leading security company, providing a wide range of security services and technology solutions
Cashier and deli/ food Preparer
Just Save Foods
Charlotte, NC
03.2013 - 02.2014
- Operated cash register to itemize and total customer purchases in stores
- Reviewed price sheets to note price changes and sale items
Sorter
FedEx
Charlotte, NC
09.2012 - 03.2013
- Conducted inspections to eliminate defective items.
- Monitored and maintained product quality standards.
- Matched arriving materials with purchase orders, submitted discrepancy forms as necessary.
- Monitored automated sorting machines for any malfunctions or errors during operation.
- Processed orders quickly and efficiently while adhering to safety protocols.
- Checked software programs for usability, functionality, and design issues.
- Transported picked products to packing area and verified proper packaging, sealing and labeling.
- Reported any problems with machinery or supplies immediately to supervisors.
- Followed company policies and procedures for waste management and sorting.
Cashier
Bojangles
Charlotte, NC
09.2009 - 04.2012
- Enhanced customer interactions and satisfaction.
- Directed organization of various work zones.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Answered customers' questions and provided information on store procedures or policies.
- Counted and balanced cashier drawers.
- Maintained work area and kept cash drawer organized.
- Balanced daily transactions on a computerized point-of-sale system.
- Accepted cash and credit card payments, issued receipts and provided change.
- Processed customer payments quickly and returned exact change and receipts.
- Greeted customers promptly and responded to questions.
- Trained new team members in cash register operation, stock procedures, and customer services.
Education
GED -
CENTRAL PIEDMONT COMMUNITY COLLEGE
Salisbury, NCSome College (No Degree) - Early Childhood Education
Rowan Cabarrus Community College
Salisbury, NCSkills
- Benefits verification
- Claims processing
- Insurance documentation
- Eligibility determination
- Customer service
- Regulatory compliance
- Data entry
- Time management
- Team collaboration
- Problem solving
- Relationship building
- Effective communication
- Multitasking capacity
- Written and oral communication
- Report writing
- Teamwork
- Leadership skills
Languages
English
Professional
Timeline
Benefits Verification Specialist
Capgemini/CVS Specialty Pharmacy
12.2020 - 10.2021
Financial Fraud Crime Specialist
WellsFargo
11.2019 - 02.2020
Cashier
Publix
03.2019 - 07.2019
Environmental Service
Novant Health Hospital
07.2018 - 01.2019
Shift Manager
Bojangles
03.2018 - 06.2018
Benefit Verification Specialist
Lash Group
10.2017 - 09.2018
Nurse Aid
Emizon Home Care
09.2017 - 02.2019
Service Agent 1
American Red Cross
04.2017 - 09.2017
Customer Care Representative
AARP
09.2016 - 01.2017
Mail Clerk
Novitex
07.2015 - 08.2016
Assistant Supervisor, Security
G4S
02.2014 - 07.2015
Cashier and deli/ food Preparer
Just Save Foods
03.2013 - 02.2014
Sorter
FedEx
09.2012 - 03.2013
Cashier
Bojangles
09.2009 - 04.2012
GED -
CENTRAL PIEDMONT COMMUNITY COLLEGE
Some College (No Degree) - Early Childhood Education
Rowan Cabarrus Community College
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