Experience

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  Hartford Hospital Bone & Joint Institute

  • Patient Administrative Associate/Patient Care Associate

    • May 2021 - Present

    ▪ Providing administrative support and communicating with members of the healthcare team and patients▪ Prepare monthly scheduling for all PCAs in the unit▪ Prepare charting for daily surgery schedule▪ Collaborate with nurses and Registration Staff on patients arrivals for surgery prep.▪ Pre-op patients, clean and re-stock bays and pack patients belongings in lockers▪ Participate in group projects and attend several virtual NICH(Nursing Improving Care for Health system) learning conferences session on Geriatric Care

  • Patient Administrative Associate/Family Liaison

    • Apr 2018 - May 2021

    ▪ Prepare patients charts the day before scheduled surgery date▪ Prepare daily charting schedule and spreadsheet for nurses’ station▪ Collaborate with nurses and Registration Staff on patients arrival for surgery and ensure room assignment with patient’s chartand family contact information▪ Monitor progress of patients and update family members on progress of patients▪ Escort family members to where patients are located who have been admitted as inpatients▪ Complete daily reporting in excel on the number of family members visiting and waiting in the lounge ▪ Training peers on Family Lounge policy, rules and guidelines custom to Bone & Joint Institute

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  Aetna

  • United States
  • Wellness and Fitness Services
  • 700 & Above Employee

  • Plan Sponsor Liaison & Adminstrator

    • May 2010 - Jul 2017

    ▪ SPOC for escalated member specific issues and broader plan administration matters▪ Developed and implemented a Plan Sponsor customer service account management plan for each account and trained front line staff▪ Proactively resolved 85% of incoming issues within 24 - 48 hrs with Account Executives, Sales Representative, Installation Managers which directly affected Plan Sponsor groups and the internal claims office as appropriate▪ Proactively analyzed 90% constituent data; identified trends, issues and most urgent business problems while obtaining the necessary information which accurately identified the root causes and then generated solutions accordingly▪ Assisted Plan Sponsors groups and Sales in understanding the impact of non-standard benefitsProficient in insurance software systems such as PSEMP, ATV, STARS, ASD, EPDB, ETC…

  • Customer Service Coordinator

    • Apr 2007 - Apr 2010

    ▪ Assisted in resolving complicated issues and special projects from Customer Service Managers, Supervisors and external clients such as Plan Sponsors, Brokers, Providers and Human Resource Advocates▪ Resolved complex issues submitted via email on a daily basis▪ Followed up with internal and external constituent whose issues could not be resolved in phone calls to member services center▪ Supplied monthly reporting to Plan Sponsors and Brokers which gave an overview on calling trendsProficient in insurance software systems such as, MEM, ETUMS, CARECORE, NaviNet, ETC…

  • Customer/Provider Service Representative

    • Nov 1999 - Apr 2007

    ▪ Assisted members, providers, and Human Resource Advocates who called with questions regarding coverage and claims▪ Performed Supervisor escalated return calls and resolved complex issues and was a mentor to new hires▪ Became a Software System expert for many internal software systems and was always chosen to test new software before it was released to other employeesProficient in insurance software systems such as, DMD, ETUMS, GBAR, MSW, SPARKS, ETC

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  USTA

  • White Plains, New York

  • Data Processing Specialist

    • Jan 1998 - Oct 2000
    • White Plains, New York

    ▪ Maintained, updated membership records and filing systems▪ Worked at the company booth during US Open to educate customers about the mission of the company and to sell and enroll new customers with a membership with the company▪ Encouraged and enrolled existing customers to purchase additional membership coverage ▪ Processed new and renewed membership claims

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  Castro Convertibles

  • Office Manager

    • Mar 1994 - Dec 1997

    ▪ Acted as a back-up Office Manager Liaison for the New York flag ship store▪ Maintained computer database and customer records▪ Ensured that special orders were entered correctly in the system and handled expeditiously when needed▪ Resolved outstanding accounts and requested services for customers▪ Handled payment contracts; process payments and balance the ledger at the end of the day sales▪ Insured proper and timely delivery of sale items to customers

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  New York Chimney & Furnace Cleaning Company Inc

  • Mt. Vernon, New York

  • Administrative Assistant

    • 1993 - 1994
    • Mt. Vernon, New York

    Filed customer records.Scheduled customer appointments for company representatives. Typed up customer invoices. Processed customer payments.

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  Clinton Hart & Company, Attorneys at Law

  • Jamaica, West Indies

  • Administrative Assistant

    • 1992 - 1993
    • Jamaica, West Indies

    Composed legal documents. Ensured that legal documents were served on plaintiffs and/or defendants through bailiffs/investigators. Prepared bills for clients.Prepared monthly reports concerning attorneys billings received and associated cost for each client.Sent follow up letters on a monthly basis to ensure constant communication between attorneys and clients. Maintained logs of court appearances. Reviewed ledger on regular basis to ensure that outstanding bills are paid.

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  The Ministry of Education Primary Unit

  • Jamaica, West Indies

  • Stenographer/ Administrative Assistant

    • 1989 - 1992
    • Jamaica, West Indies

    Composed business correspondence. Took dictation, typed and filed records.Received and screened incoming telephone and provided information to parents,teachers, principals and chairmen. Maintained logs of meetings, appointments and business correspondence. Ensured that notices were dispatched within the unit and to regional offices.