Susan M. Scaria
Weehawken
Summary
Customer Service Representative
Knowledgeable and dedicated customer service professional with extensive experience in Healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success and growth. Equipped with strong problem solving abilities, willingness to learn and excellent communication skills.
Overview
41
41
years of professional experience
1
1
Certification
Work History
Registered Nurse/Utilization Management / Nurse Reviewer II
Horizon Blue Cross/Blue Shield of NJ
04.2003 - 07.2025
- Delivered prompt service to prioritize customer needs
- Exhibited high energy and professionalism while dealing with customers and staff
- Able to Multitask various workflows and roles
- Handled high volume of calls seamlessly
- Ability to take ownership of issue and resolve from beginning to conclusion
- Utilize excellent organizational, oral and written skills
- Strong team player
- Able to produce high volume, apply sound judgment with minimal supervision to provide rapid turn around time
- Application of clinical skills and expertise to all types of medical services
- Application of utilization management principles, health care contracts, and benefit eligibility requirements
- Co Ordinate Health Care Delivery of Infertility Services for members while applying the New Jersey Infertility Mandate and the member's benefits
Registered Nurse/Infertility Care Manager
Women's Integrated Network
06.2001 - 04.2003
- Delivery of Managed Care for the Infertile Couple in the Mandated States of Illinois and Maryland while actively working with Medical Providers of Care and Blue Cross/Blue Shield Insurance Companies for clinical and pharmaceutical services
- Applied critical thinking and excellent telephone communication skills while maximizing a couple's chance of conception
- Prepared and maintained reports for Quality Assurance and Utilization Management
- Developed and Implemented Educational Programs for Internal Education of Employees and Outside Presentations to Potential Agencies seeking to contract WIN
- Managed Care Of infertile couples on a 24/7 daily basis
- Assisted IT Programmers in the development of Data Bases and Programs to capture outcomes and track a progressive mode of infertility treatment
- Supervised and managed a staff of 10 Assistants
- Provided leadership and clinical expertise to staff
Registered Nurse Center for Reproductive Medicine
Hackensack University Medical Center
04.2000 - 09.2001
- Delivered and coordinated care for a large female population with multiple infertility disorders.
- Planned and delivered care to IVF patients. This included setting up their cycle, providing education for injection and medications, acting as a scrub and circulator for IVF Retrieval and Embryo Transfer
- Coordinated all IVF Cycle starts for patients and the Reproductive Center
- Acted as emotional support during the infertility process
Level III Neonatal Intensive Care Unit
Hackensack University Hospital
10.1984 - 04.2000
- Delivered care to acute and intermediate neonates with staff to patient ratio varying from 1-1 to 1-4
- Assess patients, recognize changes and communicate to physicians as appropriate
- Teach parents on care of infant and CPR in preparation for discharge
- Transports of critically ill neonates from other hospitals/medical centers
Education
Bachelor of Science -
Felician University
Lodi, NJ05-1983
School Nurse Certification -
Caldwell College
Caldwell, NJ01-1985
AAS - Nursing/RN
Bergen Community College
Paramus, NJ01-1979
Skills
- Medical assessment
- Culturally-sensitive care
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Computer proficiency
- Complaint resolution
- Microsoft outlook
Accomplishments
- Telephone Service - Efficiently handled over 30 calls daily, delivering information and service to guarantee customer satisfaction.
Certification
- Registered Professional License - 1979
Timeline
Registered Nurse/Utilization Management / Nurse Reviewer II
Horizon Blue Cross/Blue Shield of NJ
04.2003 - 07.2025
Registered Nurse/Infertility Care Manager
Women's Integrated Network
06.2001 - 04.2003
Registered Nurse Center for Reproductive Medicine
Hackensack University Medical Center
04.2000 - 09.2001
Level III Neonatal Intensive Care Unit
Hackensack University Hospital
10.1984 - 04.2000
AAS - Nursing/RN
Bergen Community College
Bachelor of Science -
Felician University
School Nurse Certification -
Caldwell College