Zara Zaman
Reston,Virginia
Summary
Personable and professional under pressure. Personable and dedicated Member Service Representative with extensive experience in fast-paced customer service and call center environments. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic, and results-oriented with a demonstrated passion for building relationships, cultivating partnerships, and growing businesses.
Overview
7
7
years of professional experience
Work History
Senior Member Service Representative
Community Behavioral Health
Philadelphia, PA
12.2022 - 01.2024
- Guided telephone callers through behavioral health and drug/alcohol systems of DBH, IDS, and CBH.
- Referred members to appropriate levels of care and acted as a liaison between members and providers.
- Assisted members in obtaining health insurance and resolving conflicts with behavioral health Medicaid insurance.
- Researched network opportunities and out-of-network resources for members as needed.
- Advocated for members, serving as their "voice" when necessary.
- Maintained detailed documentation of all interactions with members.
- Adhered to client confidentiality in accordance with HIPAA guidelines.
- Scheduled assessments, evaluations, interpretations, aftercare appointments, complaints, grievances, appointment reminders, and other member requests.
- Addressed serious mental health or suicidal situations as needed.
- Available to work during weekends and holidays as required.
Intern
Lupus Foundation of America
Philadelphia, PA
05.2023 - 08.2023
- Participated in fundraising committees for Lupus Walks.
- Assisted with event planning and coordination.
- Performed computer and internet programming tasks.
- Conducted data entry and managed databases.
- Handled phone communications and inquiries.
- Managed mailings, including bulk emails to members.
Dispatch Specialist
Alert Self Performance
Wilkes-Barre, PA
05.2018 - 08.2020
- Efficiently answered and responded to work orders in a fast-paced environment, ensuring timely and accurate handling of all requests.
- Promptly dispatched staff to fulfill work orders, coordinating resources to ensure swift and effective completion of tasks.
- Conducted follow-ups with clients and staff to verify that work was completed to satisfaction, maintaining high standards of service quality.
- Maintained detailed records of work orders and follow-up actions, ensuring transparency and accountability.
- Demonstrated strong communication and organizational skills to manage multiple tasks simultaneously and meet deadlines.
- Proactively identified and resolved any issues or delays in the work order process to ensure seamless operations.
Administrative Assistant
Rubina Zaman LLC
Wyoming, PA
05.2017 - 08.2020
- Warmly greeted and escorted patients to examination rooms, ensuring a welcoming and comfortable environment.
- Accurately measured and recorded vital signs, including height, weight, and blood pressure, maintaining precise and detailed patient records.
- Scheduled appointments efficiently, addressing patient questions and concerns to provide clear information and reassurance.
- Managed patient charts, filing and organizing them systematically to ensure easy access and confidentiality in compliance with HIPAA guidelines.
- Assisted healthcare providers with patient preparation and documentation, contributing to smooth and efficient clinical operations.
- Demonstrated excellent communication and interpersonal skills to enhance patient experience and satisfaction.
- Maintained a clean and orderly workspace, adhering to clinic protocols and health standards.
Office Assistant
Dunmore Exclusives LLC
Scranton, PA
05.2018 - 08.2018
- Oversaw the collection of tenant rents, ensuring timely and accurate processing of payments and issuing late rent notices as needed.
- Scheduled appointments and meetings with the landlord, coordinated apartment viewings for prospective tenants, and maintained a detailed calendar.
- Developed and executed social media strategies to increase engagement, including creating and posting content across all platforms to promote available properties.
- Designed and distributed advertisements for new rental properties, effectively utilizing various marketing channels to attract potential tenants.
- Coordinated office billing procedures, tracked inventory levels, and managed the ordering of office supplies to ensure smooth operations.
- Maintained organized records of financial transactions, appointments, and tenant communications to support efficient property management.
- Demonstrated strong communication and organizational skills, enhancing tenant relations and streamlining office processes.
- Utilized creative and strategic thinking to enhance property visibility and tenant satisfaction.
Education
Master of Science in Public Health -
George Washington University
Washington, D.C.07.2026
Bachelor of Science in Public Health -
Temple University
Philadelphia, PA05.2023
Skills
- Microsoft Office
- Social media
- Adobe photoshop
- Multilingual: Fluent in english, Hindi, urdu – Advanced fluency in all three
- Training and mentoring
- Compliance understanding
- Issue Resolution
- Dispute Resolution
- Insurance knowledge
- Complaint Handling
- Healthcare knowledge
- Policy understanding
Languages
Hindi
Native/ Bilingual
Urdu
Native/ Bilingual
English
Native/ Bilingual
Timeline
Intern
Lupus Foundation of America
05.2023 - 08.2023
Senior Member Service Representative
Community Behavioral Health
12.2022 - 01.2024
Dispatch Specialist
Alert Self Performance
05.2018 - 08.2020
Office Assistant
Dunmore Exclusives LLC
05.2018 - 08.2018
Administrative Assistant
Rubina Zaman LLC
05.2017 - 08.2020
Master of Science in Public Health -
George Washington University
Bachelor of Science in Public Health -
Temple University
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