Chasity Lugo Email & Phone Number

Millersville, Md

Qualified Independent Contractor (QIC) for Medicare Part D • Promoted to specialized department that is responsible for annotating and processing time-sensitive appeals related to healthcare coverage and services• Achieve at least 106% of weekly productivity goals across three simultaneous projects• Efficiently manage appeals process by transcribing voicemails, assigning case numbers, and transferring data from PDF files into appeals management system• Demonstrate shift flexibility by providing weekend and holiday coverage outside business hours• Federally fingerprinted and cleared with T2 public trust clearance for authorized access to government databasesIndependent Dispute Resolution (IDR)• Contracted on behalf of Centers for Medicare & Medicaid Services (CMS) to support costtransparency for medical services between healthcare providers and insurers• Consistently maintained 99% accuracy while meeting and exceeding production targets • Performed high-volume data entry using web portal, CMS.gov, and case management software, LawBase, to ensure documents were timely labeled, annotated, and processed

Sugar Land, Texas, United States

• Identified and corrected insurance claim errors to avoid delays or denials of coverage, expediting billing reimbursements to ensure timely health services • Guaranteed keen attention to detail for accuracy, achieving quality assurance ratings of 98% or greater for twelve consecutive months• Sustained a 106% monthly average production rate for twelve consecutive months • Reduced backlog of outstanding insurance claims for COVID-19 vaccinations• Utilized electronic health records (EHR) systems Epic Hyperspace and Artiva Workstation• Safeguarded confidentiality of personally identifiable information (PII) such as patient demographic and medical information per HIPAA compliance

San Francisco, California, United States

• Handled up to 90 calls per day during the holiday season in high volume setting• Retained outstanding customer satisfaction (CSAT) metrics of 95% and above • Verified customer account details before addressing inquiries or processing orders• Retained up-to-date knowledge of various merchants and product information

Norcross, Georgia, United States

Customer Care Representative – Connections Academy • Assisted families and prospective students in registering for online schooling• Keyed in information into Salesforce database for enrollment record-keeping• Evaluated enrollment documents for adherence to state rules and regulations• Provided technical support concerning troubleshooting, username/password resets, and navigating through website to ensure submission of documents Customer Support Representative – TurboTax • Remotely provided phone and chat support to users for navigation, installation, and troubleshooting of tax software• Delivered continuous updates regarding stimulus payments and payment options• Researched solutions outside internal resources to answer tax-specific questions

Atlanta, Ga

• Resolved 50 to 65 daily customer tickets via Zendesk CRM across email, phone, and live chat channels • Monitored delivery drivers' progress to ensure prompt and accurate order fulfillment• Fixed or escalated technical issues affecting website and mobile application functionality• Prevented misuse of refunds and store credits by detecting attempts of fraudulent activity• Working experience with Zendesk, Confluence, Google Suites, and Slack• Receive the highest CSAT score for shopper support in training

Atlanta, Ga

• Managed demographic and contractual data for healthcare providers, handling additions, updates, and terminations of data from Excel spreadsheets into network database (NDB)• Increased production from inputting three submissions to six submissions per hour • Maintained privacy and security of sensitive data including addresses, date of birth, and social security numbers in compliance with HIPAA• Adhered to Medicaid and Medicare loading and maintenance guidelines for accurate provider credentialing• Validated data in compliance with company standard operating procedures (SOP)

Greater Atlanta Area

• Provided temporary administrative support for agency assignments• Handled preparation of documents including filing, scanning and shredding • Compiled, entered and verified accuracy of data• Prepared and responded to various correspondence • Oversaw reception area while answering inquiries

East Point, Ga

• Promoted within three months from seasonal position • Exceeded performance goals during peak and non-peak periods• Coached and assisted new associates of procedures• Trained in receiving, scanning and sorting deliveries • Guaranteed accuracy and good condition of inventory

Greater Atlanta Area

• Upheld presence of safety for six commercial properties within local proximity in Midtown Atlanta• Cross-trained for four different positions with varying responsibilities to cover emergencies and planned or unplanned absences • Operated closed-circuit television (CCTV) for surveillance and security of premises, managing up to sixteen cameras at once • Demonstrated efficient communication in a team environment and during emergencies • Observed and detailed all activity and incidents in daily reports• Performed receptionist duties such as welcoming visitors, checking credentials for access, answering calls, and assisting with questions and requests

Atlanta, Ga

• Promoted from seasonal position to permanent position after demonstrating efficient productivity throughout the holiday season• Organized selling floor, fitting rooms and store inventory to ensure a presentable shopping atmosphere • Restored displaced or returned merchandise to the proper location of store areas• Addressed customer requests and concerns with courtesy and professionalism • Prioritized multiple responsibilities in a fast-paced environment

Bachelor Of Science (B.S.), Psychology, 2.95 Gpa

Activities and Societies: Alumni Association, Student Alumni Association, Spotlight Programs Board, Psi Chi• Graduated with Bachelor's.

Associate'S Degree, Business Technology, 3.60

Furthering my education in modern tools and systems for office and business operations. Enhancing my skills in Microsoft Office.

Technical Certificate, Microsoft Excel Application Professional, 4.00 Gpa

Expand my knowledge of Microsoft Excel

Certificate Of Completion, Data Analytics, Pass

Learned to gain insight and make informed business decisions by understanding, analyzing & interpreting data. Data tools learned in this.

Certificate, Yellow Belt Lean Six Sigma, Pass

Purpose of this course was to improve problem-solving abilities, with the goal to streamline processes while minimizing mistakes or defects.

Study Abroad, Class Grade, Biology, A

One week of studying Italy's environmental issues, which promoted global awareness. My takeaway to this day is crushing cans and bottles.