Sarah Zassowski
Rensselaer,NY
Overview
22
22
years of professional experience
Work History
Sr Customer Service Representative
Aetna
05.2004
- Trained and created phone support schedules for new hire representatives
- Researched and analyzed complex healthcare claims, dental claims and lab data
- Preformed claim investigations and resolved, or escalated claims for resolution
- Built and maintained effective internal relationships within company standards and metrics.
Sr Integrated Service Specialist OPS
Aetna/CVS
10.2017 - Current
- Perform all federal government cases and coordinated difficult benefit cases
- Relied on by management to take over and complete complex dental and oral surgery cases that other representatives have difficulty with
- Lead multiple successful projects that resulted in a positive change toward company process
- Host multiple meetings per month that review team performance and address problems and areas in need of improvement.
Customer Service Professional
Aetna
06.2002 - 05.2004
- Provided support via phone system to resolve dental insurance issues for Members, Providers and Plan sponsors
- Effectively communicated resolutions to issue and ensured total customer satisfaction before ending support call
- Preformed duties in accordance with HIPPA and local procedures to maintain confidentiality of customer and medical records
- Learned and applied complex knowledge of the health insurance industry to achieve all goals set forth by management.
Education
BA in English -
State University of New York
Albany, New York01.2001
AA in Liberal Arts -
Hudson Valley Community College
Troy, New York01.1999
Skills
- Strong organizational skills
- Multitasking efficiency
- Professional telephone etiquette
- File Organization
- Data entry proficiency
- Basic accounting knowledge
- Problem-Solving
- Attention to Detail
Timeline
Sr Integrated Service Specialist OPS
Aetna/CVS
10.2017 - Current
Sr Customer Service Representative
Aetna
05.2004
Customer Service Professional
Aetna
06.2002 - 05.2004
BA in English -
State University of New York
AA in Liberal Arts -
Hudson Valley Community College