Patricia Dujari
Lynnwood
Summary
Industrious Membership and Billing Analyst / Member Services Specialist offering 20+ years of customer support experience combined with a decisive and collaborative approach. Talent for devising creative strategies.
Overview
14
14
years of professional experience
Work History
Membership Analyst
Premera Blue Cross Of Washington
11.2021 - Current
- Worked monthly Termed Group with Balance report to ensure monies owed were collected.
- Refunded accounts overpaid after termination.
- Tracked monthly accounts receivable.
- Reallocated misdirected funds when necessary.
- Tracked key metrics and developed spreadsheets and data models.
- Worked with Brokers/ Producer's to ensure group enrollment within timely manner.
- Handled rush enrollment for members.
- Proved successful working within tight deadlines and fast-paced atmosphere.
Senior Customer Service Associate
Premera Blue Cross Of Washington
11.2016 - 11.2021
- Greeted customers and listened closely to problems described to determine solutions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Program Engagement Specialist
Healthways
01.2015 - 11.2016
- Inbound customer service calls.
- Enrolled members in Well-Being programs through their insurance benefits following HIPAA guidelines.
- Consistently was in top 5% in wrap time.
- Consistently was ranked top 10 in enrollments.
- Mentored new hires.
- Selected as head of Well-Being Committee.
Barista / Shift Supervisor
Starbucks
07.2012 - 01.2015
- Delivered excellent customer service.
- Developed coffee beverage menu, recipes, specialty coffee drinks and appropriate menu pricing.
- Trained, scheduled and supervised barista workers to maintain and uphold store policies and optimize staffing patterns.
- Maintained accurate inventory counts to meet customer demands and sustain operations.
- Created superlative coffeehouse experience through customer service, beverage preparation and presentation, in-store marketing and thorough cleanliness and sanitation of space.
Department Manager
Safeway / Starbucks
07.2010 - 10.2012
- Worked closely with DM to formulate and build store brand.
- Trained staff to deliver excellent customer service.
- Scheduled employees for department.
- Determined staff promotions.
- Wrote orders and completed monthly inventory.
Education
German Studies
Highline Community College
Des MoinesSome College (No Degree) - German Studies
Koln Volkshochschule
Skills
- Employee training
- Customer demographics
- Research methods
- Inbound and outbound calling
- Negotiation
- Self-direction
- Quality assurance
- Account management
- Staff education and training
- Report preparation
- POS systems expert
- Sales expertise
Timeline
Membership Analyst
Premera Blue Cross Of Washington
11.2021 - Current
Senior Customer Service Associate
Premera Blue Cross Of Washington
11.2016 - 11.2021
Program Engagement Specialist
Healthways
01.2015 - 11.2016
Barista / Shift Supervisor
Starbucks
07.2012 - 01.2015
Department Manager
Safeway / Starbucks
07.2010 - 10.2012
German Studies
Highline Community College
Some College (No Degree) - German Studies
Koln Volkshochschule