• Responding to numerous phone inquiries concerning government student loans.• Using standard technology: telephones, e-mail and web browsers• Assisting callers in navigating/finishing online repayment applications• Navigating multiple systems to help answer or resolve customer inquiries regarding loan repayment. • Educating borrowers on income driven repayment plans, among other loan payment options.• Filling out timesheets• Adhering to privacy rules• Connecting callers with leadership as needed• Maintaining up-to-date knowledge of regulations and policies as they apply to the Federal Student loan programs we service• Reporting problems through an IDT online system• Responding to telephone inquiries within set time parameters• Completing all assigned training as necessary

• Worked with the family group to develop a domestic duty and childcare schedule.• Planned and cooked meals for a large family.• Designing and implementing monthly and yearly budgets using Excel. • Evaluated and revised homeschool lesson plans and course content to facilitate a moderate classroom discussions and student centered learning for children.

• Analyzed and resolved issues from internal and external customers using various databases.• Transcribed and submitted web articles using the Stellent application.• Created and updated Standard Operating Procedures/Work Instructions for the Operations Department as needed.• Supported mandated changes from the Centers for Medicare and Medicaid Services (CMS) by translating and implementing policies, and procedures to support customer needs.• Collaborated with various departments and groups to identify and resolve problems for internal and external customers.• Facilitated training presentations to groups of 30 people as a subject matter expert.• Reviewed and calculated time estimates for the implementation of CMS mandated changes.• Completed and submitted daily and weekly reports using Excel to management. defining and evaluating problems along with recommended.• Provided explanations and interpretations within various areas of expertise to assist internal and external customers with high dollar claim payments.• Identified opportunities for expanding solutions to external customers and helped develop and implement the new Provider Extended Services contact line. • Assisted management with weekly reports.• Adhered to HIPAA and PHI standards.• Served as the subject-matter expert for Cost Outlier claims adjudication.• Received numerous awards and recommendations from internal and external customers for my dedication to service and ability to resolve issues in a timely manner.

*• Answered customer telephone and written inquiries in the Provider Contact Center.• Fielded escalated issues for internal and external customers while Senior Associate was unavailable.• Ordered remittance advices, current and archived using the EVT system.• Submitted referrals and collaborated with other departments to adjudicate claims for payment.• Multitasked by navigating multiple computer applications while communicating and serving the customer• Used the DDE and FISS systems to troubleshoot claim issues and answer written inquiries..• Used MS Word, Excel, Outlook and Power Point to complete various tasks including submitting referrals to escalate customer complaints, designing training presentations, and tracking claims issues.• Served as the cost outlier subject-matter expert for Part A Provider team.