TRACIE VALERA

• Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
• Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
• Researched and rapidly resolved client conflicts to maintain key accounts.
• Maintained and managed customer files and databases.
• Assisted members with correcting account, service and system issues.
• Trained and directed new employees in call script use, conflict resolution and data entry practices to boost customer satisfaction ratings.

• Followed up with notable applicants sourced via industry-specific pipelines, events and job fairs.
• Generated specific candidate pool for career opportunities through strategic placement of advertisements, evaluation of applicant credentials and conducting initial interviews and pre-screening assessments.
• Leveraged social media platforms and online job boards to advertise open positions and engage with potential candidates.

• Managed 43 high touch clients, 24 low touch clients daily, processed timesheets, and payroll for over 600 employees weekly
• Processed all enrollment, assignments, service order requests, and required screening
• Obtained disclosures, I-9’s, IDs, Visa clearance, and other state mandated documents to finalization
• Processed child support orders contacted disbursement unit for verification, and changes
• Ensured complete and accurate information/ data in RFO.

• Communicated with patients, ensuring that medical information was kept private.
• Created customized care plans, working with hospital staff and families to assess and meet individual needs.
• Scheduled surgeries, managed pre-certifications and verified insurance coverage.
• Obtained signed orders, CMN’s and other missing information, audited all paperwork
• Achieved sales target retrieving 43- 49% business monthly.

Sr. Clinical Administrative July 2011 to July 2012

Administrative Coordinator, Duluth, GA October2010 to July 2011

Customer Qualification Specialist, Duluth, GA January 2009 to May 2010

Clinical Assistant Duluth, GA May 2007 to January 2009

Respiratory Coordinator/Medical Records Representative, Duluth, GA June 2002 to May 2007

• Eligibility Inquiry, Benefit Inquiry, General, Complaint, Correspondence Inquiry, Add/Remove Dependent, Service Review, New Member Experience, Internal Regional Request, IVR Defaults
• Facility Inquiry, Web Support, Promote KP
• KPC Billing, 1095 Tax Form, SLP, Service billing, billing Inquiry, Make Payments, Complaints, Payment Plan, Claim Inquiries, Claim Referral Inquiries, Verification of CPT, HCPCS, Diagnosis codes, Complaints, Provider Demographic Update