Adept at enhancing customer satisfaction and streamlining operations, my tenure at Conduent honed my skills in HIPAA compliance and problem resolution. Achievements include significant improvements in provider relations and claims processing efficiency. Skilled in Microsoft Office and known for maintaining composure under pressure, I excel in high-stakes environments, driving operational excellence and customer service.
Hi, I’m
Vivian Ivey
Washington,DC
Summary
Overview
8
years of professional experience
1
Certification
Work History
ConduentWashington, DC
Provider Services Representative
01.2023 - Current
Job overview
- Enhanced customer satisfaction by efficiently resolving provider inquiries and concerns.
- Streamlined operations by managing a high volume of incoming calls for medical providers seeking information or assistance.
- Acted as a liaison between providers and company leadership, effectively communicating concerns and feedback to facilitate continuous improvement initiatives.
- Educated providers on billing procedures, coding guidelines, and reimbursement policies for optimal claim submissions.
CareFirst BCBSWashington, DC
Benefits Specialist
09.2020 - 12.2022
Job overview
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Assisted in resolving complex benefits issues, leading to increased employee satisfaction and retention rates.
- Processed employee life event changes, ensuring timely updates to benefits and coverage for qualifying events such as marriage or the birth of a child.
- Updated HRIS systems as needed to reflect benefit-related changes accurately, maintaining up-to-date records for all team members.
Morgan PropertiesDistrict Heights, MD
Leasing Consultant
01.2018 - 09.2020
Job overview
- Negotiated lease terms effectively to meet both tenant and management needs.
- Increased property visibility through targeted marketing strategies.
- Conducted property tours for prospective tenants to highlight unique features.
- Provided personalized assistance for tenant inquiries to enhance satisfaction.
- Facilitated smooth move-ins for new residents by preparing lease agreements and coordinating logistics efficiently.
- Boosted property revenue by skillfully negotiating lease terms and rent increases.
AmerigroupWashington, DC
Customer Service Representative
08.2016 - 01.2018
Job overview
- Enhanced customer satisfaction by efficiently resolving provider inquiries and concerns.
- Streamlined operations by managing a high volume of incoming calls for medical providers seeking information or assistance.
- Coordinated with internal departments on behalf of providers to ensure timely payment resolution for claims disputes or other financial matters.
- Acted as a liaison between providers and company leadership, effectively communicating concerns and feedback to facilitate continuous improvement initiatives.
- Educated providers on billing procedures, coding guidelines, and reimbursement policies for optimal claim submissions.
Education
StepfulOnline
Certificate from Pharmacy
02.2025
University Overview
Everest CollegeSilver Spring, MD
Diploma from Medical Informatics
07.2010
University Overview
Crossland High SchoolCamp Springs, MD
Diploma from Cosmetology
06.2008
University Overview
Skills
- HIPAA compliance
- Claims processing
- Goal-oriented mindset
- Call center experience
- Data entry proficiency
- Customer service
- Multitasking Abilities
- Calm under pressure
- Problem resolution
- Phone etiquette
- Microsoft office
- De-escalation techniques
Accomplishments
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved Result by completing Task with accuracy and efficiency.
Certification
- Certified Medical Assistant (CMA) - American Association of Medical Assistants (AAMA).
- Cosmetology License - State Board of Cosmetology.
Languages
English
Native or Bilingual
Timeline
Provider Services Representative
Conduent
01.2023 - Current
Benefits Specialist
CareFirst BCBS
09.2020 - 12.2022
Leasing Consultant
Morgan Properties
01.2018 - 09.2020
Customer Service Representative
Amerigroup
08.2016 - 01.2018
Stepful
Certificate from Pharmacy
Everest College
Diploma from Medical Informatics
Crossland High School
Diploma from Cosmetology
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