Twyla Bivins-Butler

• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Streamlined call center processes for improved efficiency and reduced wait times.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Assisted customers in navigating company website and improving overall user experience.

Obtain requests from provider or pharmacy via phone, fax, or provider portal (online). Use multiple software systems and various resource sites to determine member plans and requirements.. Gather all required documentation including verification of benefit eligibility. Build cases in the utilization management system.

Use knowledge of process and judgement to evaluate identified cases that require additional notification to member, provider, and/or pharmacist. At times, contact by phone members, providers and/or pharmacists to obtain additional information.
Ensure accuracy of data entry to prevent compliance and/or downstream process issues.

Other duties as assigned.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Cross-trained and provided backup support for organizational leadership.
• Responded to customer requests for products, services, and company information.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Offered advice and assistance to customers, paying attention to special needs or wants.

• Managed day-to-day business operations, including accounting, finance, HR, marketing and public relations.
• Established, optimized and enforced business policies to maintain consistency and high-quality standards.
• Trained and motivated 1-3 employees to perform daily business functions, including problem solving and time management.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Reduced errors in patient data entry with thorough verification processes and attention to detail.

• Maintained a safe environment for students with consistent enforcement of school zone speed limits and traffic rules.
• Acted as a positive role model for students by consistently exhibiting responsible, respectful, and safe behavior while on duty.
• Demonstrated strong problem-solving skills by addressing unexpected situations or conflicts arising during daily duties effectively.
• Promoted positive relationships with students, parents, and the community through friendly interactions while on duty.

• Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
• Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
• Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
• Liaised with clients and addressed inquiries, appointment requests and billing questions.
• Handled all incoming business and client requests for information.
• Solved problems timely and effectively, ensuring customer satisfaction.
• Delivered clerical support by efficiently handling wide range of routine and special requirements.
• Prepared vendor invoices and processed incoming payments.
• Maintained computer and physical filing systems.
• Met challenging quotas for productivity and accuracy of work.
• Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.

• Scheduled and made appointments for attorney.
• Arranged for delivery of legal correspondence to clients, witnesses and court officials.
• Processed appeals, motions and pretrial agreements.
• Organized files for court proceedings.
• Screened telephone calls and forwarded to appropriate departments.
• Created, indexed and maintained client binders.
• Scheduled all appointments, appearances and briefings.
• Prepared legal correspondence and wrote professional letters for legal assistants and attorneys.
• Organized envelopes, postage and mail correspondence for staff and management, maintaining postage meter and coordinating with delivery and courier services.
• Received and placed telephone calls to clients and prospective clients.
• Maintained client satisfaction with forward-thinking strategies focused on addressing clients needs and resolving concerns.
• Responded to clients requests for products, services and company information.