Paula Harris
Tampa,FL
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
7
7
years of professional experience
Work History
Member services, representative
ID.me
01.2024 - Current
- Verify member identity and follow verification procedures
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Work with members to troubleshoot verification issues and provide a working solution
- Assist in documentation and playbook updates as necessary.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Assisted members with account management, including updating personal information and setting up automated payments.
Recruiter
Homewell care services
08.2023 - 01.2024
- Conducted interviews and reviewed resumes to identify qualified candidates
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Matched candidates with appropriate job openings based on skills and qualifications
- Assisted with negotiations and facilitated the onboarding process for new hires
- Conducted orientation for new hires
- Organized job postings on indeed and company website
- Managed high-volume requisitions in a timely manner to meet client staffing needs efficiently.
- Enhanced recruitment process for faster hiring by utilizing various sourcing tools such as job boards, social media, and networking events.
Administrative Assistant
Willis Towers Watson
11.2022 - 08.2023
- Provided administrative support to ensure smooth office operations
- Managed calendars, scheduled meetings, and organized travel arrangements
- Handled incoming calls, emails, and correspondence
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Maintained office supplies and equipment.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
Remote Intake specialist
Cohere Health
09.2021 - 11.2022
- Process prior authorizations and claims from providers and facilities for Humana
- Answers phones and completes associated clerical tasks
- Optimized workflow processes through effective communication between departments regarding authorization needs and statuses.
- Room support via ZOOM for 20 or more persons
- Process faxes and E-mails from providers and Humana
- Supported clinical staff by providing timely updates on the status of prior authorizations for various services.
- Register providers for the Cohere Portal
- Used Salesforce, Slack, Zendesk, and ZOOM for communication with coworkers and supervisors
- Reduced processing times by effectively managing a high volume of authorizations, referrals, and appeals.
- Remote setting.
- Assisted in training new team members on company policies and procedures for handling authorization requests.
- Maintained compliance with HIPAA regulations, safeguarding sensitive patient information during the authorization process.
Administrative Assistant
Ayco, A Goldman Sachs
10.2017 - 10.2018
- Handling administrative duties which include but are not limited to answering phones, filing, scanning, and printing and collating documentation
- Provides administrative support for (6) Account Managers and (4) Analysts
- Responsible for data entry and electronic database management of multiple systems
- Maintains a high level of confidentiality while handling highly sensitive tax-related documentation.
Education
Diploma -
Brandon Senior Highschool
Certified nursing assistant -
Schenectady County Community College
Skills
- Customer Service
- Customer Support
- Call center experience
- Escalation Handling
- Policy understanding
- Teamwork and Collaboration
- Computer Skills
- Customer Relations
- Data Entry
Timeline
Member services, representative
ID.me
01.2024 - Current
Recruiter
Homewell care services
08.2023 - 01.2024
Administrative Assistant
Willis Towers Watson
11.2022 - 08.2023
Remote Intake specialist
Cohere Health
09.2021 - 11.2022
Administrative Assistant
Ayco, A Goldman Sachs
10.2017 - 10.2018
Diploma -
Brandon Senior Highschool
Certified nursing assistant -
Schenectady County Community College
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