Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
References
Timeline
Generic

Trevor Rushman

Ambridge,PA

Summary

Detail-oriented Service Operations Specialist with 18+ years in benefits coordination. Advocates positive relationships between members, employers and different departments within our insurance company.

Overview

18
18
years of professional experience

Work History

PLAN SPONSOR SVC CSLT OPS

Aetna/CVS Inc.
Moon Township, PA
10.2005 - Current
  • Prepared reports for management summarizing key metrics such as Customer Service Dropped Calls & Continuous-Monitoring Audit Reports.
  • Responded promptly to inquiries from other business areas regarding participant accounts.
  • Generated ad hoc reports as requested by management or external parties.
  • Provided customer service support by responding promptly to emails and phone calls from members.
  • Provided customer service support to members by placing outbound calls to obtain needed information to confirm enrollment.
  • Conducted training sessions for staff members on topics such as TRC 127 Process, Dropped Call Reporting & more.
  • Participated in regular meetings with internal teams to discuss updates and changes in process affecting member plans.
  • Coordinated benefits processing, including enrollments, terminations, appeals & grievances.
  • Built a dashboard from scratch (QuickBase) to house, track, monitor and update all members in TRC 127 Employer Subsidy status.
  • Regularly monitors calls in Verint to determine whether a valid response was received from members.
  • Provided Coaching and support to multiple teams, departments and organizations on TRC 127 process, Dropped Calls...etc.
  • Proactively identified trends in need of attention/correction by analyzing data within QuickBase dashboard.
  • Analyzed historical data and trends in order to provide reports to needed areas.
  • Coordinated with process helpers when extra help was needed to maintain compliance with CMS Guidance, volumes...etc.
  • Job Skills include: Extensive use of Microsoft Excel & Access. Using Verint Call Recording Software to pull/monitor inbound calls as well as identify shortcomings of customer service representatives. Coordinating efforts within and outside of my team to best suit our members.

Education

Some College (No Degree) - Medical Billing & Coding

Duff's Business Institute
Pittsburgh, PA
07-2005

Skills

  • Proficient in Microsoft Excel, Access, Word as well as QuickBase
  • Open enrollment
  • Relationship Building
  • Verbal and written communication
  • Special projects
  • Documentation And Reporting
  • Regulatory Compliance
  • Analytical Skills
  • Interpersonal Skills
  • Multitasking
  • Time management abilities
  • Professional Demeanor
  • Active Listening
  • Adaptability
  • Team Collaboration
  • Decision-Making
  • Problem-solving aptitude
  • Reliability

Affiliations

  • Successfully employs Work/Life Balance by coordinating work life with raising my 15-year-old daughter.
  • Enjoys playing music and freelance photography in spare time.

Accomplishments

  • Consistently exceeds Quality and Production Standards.
  • Recognized as employee-of-the-month as voted by fellow colleagues.
  • Meets & exceeds requirements for merit increases and employee bonuses.

References

References available upon request.

Timeline

PLAN SPONSOR SVC CSLT OPS

Aetna/CVS Inc.
10.2005 - Current

Some College (No Degree) - Medical Billing & Coding

Duff's Business Institute

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