Rebecca Clark
Rochester,New York
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
23
23
years of professional experience
Work History
Service Escalations Account Manager
United Healthcare
01.2023 - Current
- Resolved customer complaints quickly and professionally to restore customer confidence.
- Answer incoming calls from providers, employees, clients and brokers.
- Work with clinical coordinators and case managers for member care plans
- Investigate prior authorizations, medical, and pharmacy claims.
- Work directly with group contacts, sales and account managers, and brokers on claim payment and plan issues
- Answer escalated / Supervisor calls
- Assist customer service representatives in responding to and resolving customer questions and concerns
- Liaison between Legal and the claims contacts.
Sales & Marketing Representative
United Healthcare
Rochester, NY
01.2016 - 01.2023
- Met and exceeded aggressive sales targets in highly competitive market.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, eligibility, and new applications.
- Trained new and existing staff on Medicaid products and department protocols.
HEALTH BENEFITS REPRESENTATIVE
Fidelis Care
New York
07.2010 - 01.2016
- Award winner for prowess in member acquisition and retention in sales territory.
- Met and exceed aggressive sales targets in highly competitive Medicaid Insurance market.
- Enrolled new and renewed members into Medicaid, Child Health Plus and Essential Plan.
- Community leader in Monroe, Ontario, Wayne, Seneca and Livingston counties
SUPERVISOR
Monroe Plan for Medical Care
04.2009 - 07.2010
- Diffused elevated member concerns and grievances based on claims data, enrollment issues, appeals and more.
- Direct point of contact between plan operations and customer care representatives to provide service fluency.
- Managed and coached call center representatives on appropriate protocols in member communication.
Facilitated Enroller
Lake Plains Community Care Network
Batavia, NY
05.2008 - 04.2009
- Paid attention to detail while completing applications for Medicaid, Child Health Plus and Family Health Plus products.
- Applied effective time management techniques to meet tight deadlines.
- Proved successful working within tight deadlines and a fast-paced environment.
ENROLLMENT SPECIALIST & CUSTOMER CARE REPRESENTATIVE
HealthNow
Binghamton, NY
04.2001 - 12.2007
- Communicated effectively via telephone, email, and in person with prospective customers.
- Understood and thoroughly explained services provided to customers and potential customers.
- Distributed and assigned workflow to representatives to ensure timely outcomes and meet performance metrics.
Education
Massage Therapy
Finger Lakes School of Massage
Ithaca, NYDiploma -
Afton Central High School
Afton, NYSkills
Prioritizing workflows
Customer rapport
Problem-Solving
Multitasking Abilities
Microsoft Office
Timeline
Service Escalations Account Manager
United Healthcare
01.2023 - Current
Sales & Marketing Representative
United Healthcare
01.2016 - 01.2023
HEALTH BENEFITS REPRESENTATIVE
Fidelis Care
07.2010 - 01.2016
SUPERVISOR
Monroe Plan for Medical Care
04.2009 - 07.2010
Facilitated Enroller
Lake Plains Community Care Network
05.2008 - 04.2009
ENROLLMENT SPECIALIST & CUSTOMER CARE REPRESENTATIVE
HealthNow
04.2001 - 12.2007
Massage Therapy
Finger Lakes School of Massage
Diploma -
Afton Central High School