Experience

USAMRIID , US Army Medical Research Institute of Infectious Diseases
• United States
• Research Services
• 1 - 100 Employee
• Administrative Assistant

  • Nov 2020 - Present


HealthWell Foundation

• United States
• Philanthropic Fundraising Services
• 1 - 100 Employee

• Foundation Specialist

  • Nov 2018 - Sep 2020

  • Handle day-to-day activities within a non-profit contact center • Respond to all inbound inquiries via telephone, fax, email, etc. from patients, caregivers, health care professionals and payers concerning the Foundation’s grants • Provide initial screening and enrollment for the Foundation’s grants as applicable via Salesforce • Follow standard operating procedures for all support-related activities, such as payment related inquires, audit related inquires and or other grant… Show more • Handle day-to-day activities within a non-profit contact center • Respond to all inbound inquiries via telephone, fax, email, etc. from patients, caregivers, health care professionals and payers concerning the Foundation’s grants • Provide initial screening and enrollment for the Foundation’s grants as applicable via Salesforce • Follow standard operating procedures for all support-related activities, such as payment related inquires, audit related inquires and or other grant related inquiries. • Escalate potential problems or issues that require the assistance • Maintain working knowledge of Foundation guidelines, FAQs, funds, and disease state being referenced • Provide assistance with and relay results to eligibility inquiry requests, including but not limited to, income verification, funding research, assistance and follow-up, and other funding eligibility issues as assigned by management and Foundation needs • Provide superior customer service support to all internal and external customers • Document all communications in the appropriate manner • Enter data into the secured Grants Management System in the appropriate timeframes as required by the program Standard Operating Procedures (SOPs) • Perform quality control checks of all information entered • Complete special duties as assigned by the Program Manager / Supervisor. Show less • Handle day-to-day activities within a non-profit contact center • Respond to all inbound inquiries via telephone, fax, email, etc. from patients, caregivers, health care professionals and payers concerning the Foundation’s grants • Provide initial screening and enrollment for the Foundation’s grants as applicable via Salesforce • Follow standard operating procedures for all support-related activities, such as payment related inquires, audit related inquires and or other grant… Show more • Handle day-to-day activities within a non-profit contact center • Respond to all inbound inquiries via telephone, fax, email, etc. from patients, caregivers, health care professionals and payers concerning the Foundation’s grants • Provide initial screening and enrollment for the Foundation’s grants as applicable via Salesforce • Follow standard operating procedures for all support-related activities, such as payment related inquires, audit related inquires and or other grant related inquiries. • Escalate potential problems or issues that require the assistance • Maintain working knowledge of Foundation guidelines, FAQs, funds, and disease state being referenced • Provide assistance with and relay results to eligibility inquiry requests, including but not limited to, income verification, funding research, assistance and follow-up, and other funding eligibility issues as assigned by management and Foundation needs • Provide superior customer service support to all internal and external customers • Document all communications in the appropriate manner • Enter data into the secured Grants Management System in the appropriate timeframes as required by the program Standard Operating Procedures (SOPs) • Perform quality control checks of all information entered • Complete special duties as assigned by the Program Manager / Supervisor. Show less



FEMA

• France
• Internet

• Intake Specialist

  • Sep 2017 - Apr 2018

  •Served as the primary point of contact for persons inquiring about disaster assistance by telephone •Conducted telephone interviews with disaster survivors who were affected by a declared disaster •Assisted applicants by telephone, determined applicant needs, and provided instructions and referrals to appropriate disaster programs, community resources, and other Federal agencies as appropriate •Provided information and explanation of Housing Assistance, Other Needs Assistance Grant… Show more •Served as the primary point of contact for persons inquiring about disaster assistance by telephone •Conducted telephone interviews with disaster survivors who were affected by a declared disaster •Assisted applicants by telephone, determined applicant needs, and provided instructions and referrals to appropriate disaster programs, community resources, and other Federal agencies as appropriate •Provided information and explanation of Housing Assistance, Other Needs Assistance Grant, and other programs to applicants •Conducted verification activities to determine eligibility of applicants for disaster assistance through direct contact with applicants to gather and disseminate information •Processed applicant cases, re-certifications, audits, recoups and lodging reimbursements from disaster assistance applicants Show less •Served as the primary point of contact for persons inquiring about disaster assistance by telephone •Conducted telephone interviews with disaster survivors who were affected by a declared disaster •Assisted applicants by telephone, determined applicant needs, and provided instructions and referrals to appropriate disaster programs, community resources, and other Federal agencies as appropriate •Provided information and explanation of Housing Assistance, Other Needs Assistance Grant… Show more •Served as the primary point of contact for persons inquiring about disaster assistance by telephone •Conducted telephone interviews with disaster survivors who were affected by a declared disaster •Assisted applicants by telephone, determined applicant needs, and provided instructions and referrals to appropriate disaster programs, community resources, and other Federal agencies as appropriate •Provided information and explanation of Housing Assistance, Other Needs Assistance Grant, and other programs to applicants •Conducted verification activities to determine eligibility of applicants for disaster assistance through direct contact with applicants to gather and disseminate information •Processed applicant cases, re-certifications, audits, recoups and lodging reimbursements from disaster assistance applicants Show less



The Way Station, Inc.

• United States
• Non-profit Organizations
• 1 - 100 Employee

• Residential Facilitator

  • Nov 2016 - Mar 2017

  •Performed individual assessment, planning and implementation in both structured and unstructured settings •Prioritized member needs and managed time to complete assignments daily •Developed and maintained daily structure in Way Station residences •Interacted with other community agencies to provide coordinated comprehensive care • Communicated Way Station's mission to the community through frequent interactions with neighbors, property owners and businesspeople •Assessed… Show more •Performed individual assessment, planning and implementation in both structured and unstructured settings •Prioritized member needs and managed time to complete assignments daily •Developed and maintained daily structure in Way Station residences •Interacted with other community agencies to provide coordinated comprehensive care • Communicated Way Station's mission to the community through frequent interactions with neighbors, property owners and businesspeople •Assessed residential environments for health, safety, security, organization and home-like atmosphere •Utilized knowledge of psychiatric rehabilitation concepts, and a general understanding of mental illness and co-occurring disorders •Established and maintained empowering trusting relationships with Way Station members •Maintained appropriate relationship boundaries and took corrective action when needed •Utilized ability to examine one's own behavior, feelings and attitudes to facilitate a productive relationship with members, families, providers, administrators and citizens •Taught specific basic living skills Show less •Performed individual assessment, planning and implementation in both structured and unstructured settings •Prioritized member needs and managed time to complete assignments daily •Developed and maintained daily structure in Way Station residences •Interacted with other community agencies to provide coordinated comprehensive care • Communicated Way Station's mission to the community through frequent interactions with neighbors, property owners and businesspeople •Assessed… Show more •Performed individual assessment, planning and implementation in both structured and unstructured settings •Prioritized member needs and managed time to complete assignments daily •Developed and maintained daily structure in Way Station residences •Interacted with other community agencies to provide coordinated comprehensive care • Communicated Way Station's mission to the community through frequent interactions with neighbors, property owners and businesspeople •Assessed residential environments for health, safety, security, organization and home-like atmosphere •Utilized knowledge of psychiatric rehabilitation concepts, and a general understanding of mental illness and co-occurring disorders •Established and maintained empowering trusting relationships with Way Station members •Maintained appropriate relationship boundaries and took corrective action when needed •Utilized ability to examine one's own behavior, feelings and attitudes to facilitate a productive relationship with members, families, providers, administrators and citizens •Taught specific basic living skills Show less



UnitedHealth Group

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Benefit Coordination Counselor

  • Feb 2016 - May 2016

  •Documented and communicated investigation outcome of Medicare and Commercial primacy based upon Coordination of Benefit Rules and departmental procedures. Updated eligibility system/database with outcome of primacy investigation • Performed basic and specialty workflow and administrative tasks with minimal supervision • Collaborated with others to identify and solve moderate problems and create procedures that promote efficiency and quality •Initiated phone calls to members… Show more •Documented and communicated investigation outcome of Medicare and Commercial primacy based upon Coordination of Benefit Rules and departmental procedures. Updated eligibility system/database with outcome of primacy investigation • Performed basic and specialty workflow and administrative tasks with minimal supervision • Collaborated with others to identify and solve moderate problems and create procedures that promote efficiency and quality •Initiated phone calls to members, providers and other insurance companies to gather COB data; also received and responded to incoming telephone inquiries •Met productivity, quality and timeliness goals Show less •Documented and communicated investigation outcome of Medicare and Commercial primacy based upon Coordination of Benefit Rules and departmental procedures. Updated eligibility system/database with outcome of primacy investigation • Performed basic and specialty workflow and administrative tasks with minimal supervision • Collaborated with others to identify and solve moderate problems and create procedures that promote efficiency and quality •Initiated phone calls to members… Show more •Documented and communicated investigation outcome of Medicare and Commercial primacy based upon Coordination of Benefit Rules and departmental procedures. Updated eligibility system/database with outcome of primacy investigation • Performed basic and specialty workflow and administrative tasks with minimal supervision • Collaborated with others to identify and solve moderate problems and create procedures that promote efficiency and quality •Initiated phone calls to members, providers and other insurance companies to gather COB data; also received and responded to incoming telephone inquiries •Met productivity, quality and timeliness goals Show less



The Lash Group

• United States
• Real Estate
• 1 - 100 Employee

• Reimbursement Counselor

  • Nov 2015 - Feb 2016

  •Collected and reviewed all patient insurance benefit information to the degree authorized by the SOP of the program •Verified patient insurance benefit information to determine eligibility for particular drug being used for health condition via outbound calls • Completed and submitted all necessary insurance forms and processed the information in a timely manner as required •Effectively utilized various means for collection of information including but not limited to phone, fax, mail… Show more •Collected and reviewed all patient insurance benefit information to the degree authorized by the SOP of the program •Verified patient insurance benefit information to determine eligibility for particular drug being used for health condition via outbound calls • Completed and submitted all necessary insurance forms and processed the information in a timely manner as required •Effectively utilized various means for collection of information including but not limited to phone, fax, mail and online methods • Provided exceptional customer service to internal and external customers • Processed any necessary insurance/patient correspondence •Provided all necessary documentation required to expedite payments. This included demographic authorization/referrals, National Provider Identification (NPI) number and referring physicians •Maintained confidentiality of patient account status and the financial affairs of clinic/corporation Show less •Collected and reviewed all patient insurance benefit information to the degree authorized by the SOP of the program •Verified patient insurance benefit information to determine eligibility for particular drug being used for health condition via outbound calls • Completed and submitted all necessary insurance forms and processed the information in a timely manner as required •Effectively utilized various means for collection of information including but not limited to phone, fax, mail… Show more •Collected and reviewed all patient insurance benefit information to the degree authorized by the SOP of the program •Verified patient insurance benefit information to determine eligibility for particular drug being used for health condition via outbound calls • Completed and submitted all necessary insurance forms and processed the information in a timely manner as required •Effectively utilized various means for collection of information including but not limited to phone, fax, mail and online methods • Provided exceptional customer service to internal and external customers • Processed any necessary insurance/patient correspondence •Provided all necessary documentation required to expedite payments. This included demographic authorization/referrals, National Provider Identification (NPI) number and referring physicians •Maintained confidentiality of patient account status and the financial affairs of clinic/corporation Show less



State Farm Mutual Insurance

• United States
• Insurance
• 1 - 100 Employee

• Automotive Claims Adjuster

  • Jul 2014 - May 2015

  •Applied claim settlement procedures to process claims, initiate claim payment process and close files assigned by Auto Claim Management, Claim Representative, and/or electronic assignment •Communicated with team members, business partners and external customers which may require contact by telephone, correspondence or in person to assist in processing claims •Referred claims that were beyond the scope of authority •Referred and/or processed subrogation or reimbursement claims within… Show more •Applied claim settlement procedures to process claims, initiate claim payment process and close files assigned by Auto Claim Management, Claim Representative, and/or electronic assignment •Communicated with team members, business partners and external customers which may require contact by telephone, correspondence or in person to assist in processing claims •Referred claims that were beyond the scope of authority •Referred and/or processed subrogation or reimbursement claims within approved limits •Used various electronic resources for claim processing •Developed and applied knowledge of insurance contracts and endorsements, state laws and regulations, customer service philosophy, automotive repair methods within approved limits Show less •Applied claim settlement procedures to process claims, initiate claim payment process and close files assigned by Auto Claim Management, Claim Representative, and/or electronic assignment •Communicated with team members, business partners and external customers which may require contact by telephone, correspondence or in person to assist in processing claims •Referred claims that were beyond the scope of authority •Referred and/or processed subrogation or reimbursement claims within… Show more •Applied claim settlement procedures to process claims, initiate claim payment process and close files assigned by Auto Claim Management, Claim Representative, and/or electronic assignment •Communicated with team members, business partners and external customers which may require contact by telephone, correspondence or in person to assist in processing claims •Referred claims that were beyond the scope of authority •Referred and/or processed subrogation or reimbursement claims within approved limits •Used various electronic resources for claim processing •Developed and applied knowledge of insurance contracts and endorsements, state laws and regulations, customer service philosophy, automotive repair methods within approved limits Show less



AT&T

• United States
• Telecommunications
• 700 & Above Employee

• Service Order Manager

  • Jun 2007 - Sep 2013

  •Served as subject matter expert for Managed Internet Services •Verified and analyzed accuracy of service order input for Managed Internet Services including pricing and completion of pre-qualification requirements; reviewed, approved and released orders to provisioning center for design, engineering, installation, operations and documentation and implementation of services •Interfaced with Contract Management team to resolve contracting and pricing issues •Developed in role by… Show more •Served as subject matter expert for Managed Internet Services •Verified and analyzed accuracy of service order input for Managed Internet Services including pricing and completion of pre-qualification requirements; reviewed, approved and released orders to provisioning center for design, engineering, installation, operations and documentation and implementation of services •Interfaced with Contract Management team to resolve contracting and pricing issues •Developed in role by attending training and staying current on all process changes to share in a timely and effective manner with Account Executives, Client Business Managers and Program Managers to drive and enable Sales successes and on time delivery of all lifecycle customer change requests from customer submission to maintenance handoff and first invoice •Assisted Account Executives in resolving billing disputes by providing lifecycle support •Participated in conference calls and meetings with Sales Teams to ensure consistency in meeting customer needs and expectations; made accurate and timely decisions based on customer needs and business requirements •Received Customer Service Excellence Award Show less •Served as subject matter expert for Managed Internet Services •Verified and analyzed accuracy of service order input for Managed Internet Services including pricing and completion of pre-qualification requirements; reviewed, approved and released orders to provisioning center for design, engineering, installation, operations and documentation and implementation of services •Interfaced with Contract Management team to resolve contracting and pricing issues •Developed in role by… Show more •Served as subject matter expert for Managed Internet Services •Verified and analyzed accuracy of service order input for Managed Internet Services including pricing and completion of pre-qualification requirements; reviewed, approved and released orders to provisioning center for design, engineering, installation, operations and documentation and implementation of services •Interfaced with Contract Management team to resolve contracting and pricing issues •Developed in role by attending training and staying current on all process changes to share in a timely and effective manner with Account Executives, Client Business Managers and Program Managers to drive and enable Sales successes and on time delivery of all lifecycle customer change requests from customer submission to maintenance handoff and first invoice •Assisted Account Executives in resolving billing disputes by providing lifecycle support •Participated in conference calls and meetings with Sales Teams to ensure consistency in meeting customer needs and expectations; made accurate and timely decisions based on customer needs and business requirements •Received Customer Service Excellence Award Show less

• Service Manager Customer Relations

  • Feb 2006 - Apr 2007

  •Successfully managed team of five Billing Analysts responsible for recovering outstanding revenue •Reconciled billing discords using various internal systems and other applications for investigation; streamlined process for recovery of billing in internal billing systems by developing M&P’s • Interfaced with third party vendors to correct billing discrepancies for international customers; maintained effective relationships with internal and external customers; performed and… Show more •Successfully managed team of five Billing Analysts responsible for recovering outstanding revenue •Reconciled billing discords using various internal systems and other applications for investigation; streamlined process for recovery of billing in internal billing systems by developing M&P’s • Interfaced with third party vendors to correct billing discrepancies for international customers; maintained effective relationships with internal and external customers; performed and verified manual billing for highly sensitive customer •Responsible for preparing, writing and developing performance appraisals, enabling training and career development of Associates, also developed efficiency and process improvements for Associates

• Process Engineer

  • May 2003 - Jan 2006

  •Team lead and support for the coordination of a major contract deliverable; reviewed system development projects in preparation for creating user requirement •Established UNI Memo order processes that addressed roles and responsibilities for various ordering teams within AT&T Government Solutions Customer Care Center. • Assisted in creating and updating data and voice process flows, sales order guides and roles and responsibilities for the Government Solutions work center •Developed… Show more •Team lead and support for the coordination of a major contract deliverable; reviewed system development projects in preparation for creating user requirement •Established UNI Memo order processes that addressed roles and responsibilities for various ordering teams within AT&T Government Solutions Customer Care Center. • Assisted in creating and updating data and voice process flows, sales order guides and roles and responsibilities for the Government Solutions work center •Developed methods and procedures for Federal Government calling card customers and provided hands-on support •Functioned as sub-team lead and contact for the Multiple Carrier Solution project; built alignments with internal and external customers

• Operations Support Specialist/Trainer/Quality Analyst

  • Oct 2000 - Oct 2003

• Process Engineer

  • Apr 2000 - Oct 2000


Communications Workers of America
• Civic and Social Organizations
• 400 - 500 Employee
• Administrative Assistant

  • May 1991 - Oct 1992

System 99
• Germany
• IT Services and IT Consulting
• Billing Clerk

  • Mar 1977 - Oct 1985