Vivian Turner Ivey
McDonough,GA
Summary
Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence. Strong organizational and communications skills for thinking quickly and solving problems in fast-paced environment. Adept at handling multiple tasks efficiently and accurately, exhibiting professionalism and maintaining confidentiality at all times.
Overview
31
31
years of professional experience
Work History
Escalations Case Manager
PNC Bank
10.2019 - 11.2023
- Investigated cyber fraud, Financial Elderly abuse, Online banking fraud, and identity theft through resolution.
- Identified and reported trends in customer complaints to improve products and prevent future complaints.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
Chat Support Representative
TIER II Via Kelly Services
06.2014 - 10.2019
- Discovered and resolved complex customer issues to reduce negative impact to business outcomes.
- Liaised with IT department to report technical issues and formulate trouble-shooting procedures.
Claims Specialist
Baptist Health Medical Center
12.1998 - 11.2004
- Examined patients' insurance coverage, deductibles, insurance carrier payments and remaining balances not covered under policies when applicable.
- Liaised between patients, insurance companies, and billing office.
- Located errors and promptly refiled rejected claims.
- Researched CPT and ICD-9 coding discrepancies for compliance and reimbursement accuracy.
Senior Claims Manager
Walmart Vision Center
08.1997 - 09.1998
- Championed insurance claims process by providing expert knowledge and building positive, trusting relationship to support clients during challenging times.
- Manage up to 75-100 calls and up to 50-60 scheduled appointments daily to gather information to initiate claims process.
- Conducted day-to-day staff tasks to maintain information files and process paperwork.
Claims Adjuster
Emory Healthcare
01.1993 - 06.1997
- Examined claims forms and other records to determine insurance coverage.
- Prepared summaries of damage, payments, and policy coverage.
- Verified insurance claims and determined fair amount for settlement.
- Answered customer questions regarding deductibles.
Education
Bachelor of Science - Business Administration And Management
Southern New Hampshire University
Hooksett, NH02.2026
Skills
- Issue and Complaint Resolution
- Client Relations
- Billing Management
- Accounting Processes
- Medical Terminology Knowledge
- Customer Account Management
- Critical Thinking
- Decision-making
- Employee Supervision
- Operations Management
Timeline
Escalations Case Manager
PNC Bank
10.2019 - 11.2023
Chat Support Representative
TIER II Via Kelly Services
06.2014 - 10.2019
Claims Specialist
Baptist Health Medical Center
12.1998 - 11.2004
Senior Claims Manager
Walmart Vision Center
08.1997 - 09.1998
Claims Adjuster
Emory Healthcare
01.1993 - 06.1997
Bachelor of Science - Business Administration And Management
Southern New Hampshire University