Marei Andujo Email & Phone Number

Phoenix, Az, Us

Phoenix, Arizona, United States

• Responsible for delivering exceptional service to customers, including serving as a point of escalation for calls requiring a higher degree of expertise and/or discretion to resolve customer issues.• Train, develop and manage 12+ Customer Service Representatives (Level 1 & 2) including recommending candidates for hire, coaching, developing staff members, evaluating performance, enforcing attendance & performance standards, and administering employee corrective action.• Provides day-to-day leadership, including administering policies, business processes, quality standards, and performance measurement criteria.• Partners with other internal teams to effectively resolve customer issues and inquiries to ensure mutual success.• Utilize planning, prioritizing, and organizational skills to effectively deploy assets, tools, and processes necessary to achieve business objectives.• Promptly responds to service failures, resolves issues, and escalates concerns as appropriate.

Greater Phoenix Area

• Same as Configuration Analyst, in addition to below.• Successfully use Classic+, QSP and Confluence to research and configure.• Familiar with running SQLs, scripts, and file loads.• Research client questions and respond promptly.• Complete assigned cases by designated due date to ensure Performance Guarantees are met.• Comfortable testing coding changes and updates in internal testing platform. • Maintain internal master plan standards and create monthly plan standards.• Monitor client queue and distribute workload amongst team members.

Tempe, Arizona, United States

• Apply pharmacy, formulary, and benefit configuration by assigned due dates for submitted change requests.• Performs all workflow activities (preassessment, design, configuration and in-unit testing of Level 1 and 2 tasks).• Troubleshoot and perform research on basic to moderately complex claims processing issues or customer inquiries and promptly responds to service failures, resolves issues, and escalates concerns as appropriate.• Ensures a consistent customer experience by proactively participating in configuration of plan design through consultation and collaboration with external clients, client team members, other internal business partners, to ensure that business requirements for change requests are clearly understood, documented, developed, communicated, and tested• Perform in-unit testing and validation to confirm configuration design processes as expected and meets customer requirements and that all appropriate forms and documentation are fully and accurately completed.• Utilizes project planning, prioritizing, and organizational skills to ensure timely deliverables, high levels of quality, and efficient use of resources to achieve claims adjudication accuracy.

Scottsdale, Az

• Successfully identify, analyze, and resolve problems associated with provider records, while adhering to department, company, and work comp guidelines.• Utilize the internet and phone to obtain pertinent information.• Provide accurate data entry of information into billing system, while maintaining department production and quality standards.• Process complex workers compensation provider issues in a timely manner to achieve client satisfaction.• Perform administrative tasks, including pulling, formatting, distributing, and working department daily reports.• Facility bill specialist - maintain facility records and verify/add Level 1 fee schedule pricing.• Training Liaison - Assist with training and auditing department new hires. • Write departmental Procedural and Policy documents.

Phoenix, Arizona Area

• Took escalations calls, used conflict resolution methods to diffuse issues that would otherwise escalate to a corporate level.• Experienced in scheduling and tracking of pickups of customer packages in both business and residential settings.• Opened new accounts for customers. Experienced with Experian (credit verification system) and LexisNexis (identity verification system).• Advised customers of requirements for importing and exporting goods. • Worked with different internal departments and the Customs Departments of various countries to help resolve customers’ shipping issues. • Worked remotely (from home) for 4 years and can work with a team or independently.• Knowledgeable in basic computer trouble shooting.• Taught new procedures and policies and created job aides.• Planned center wide events (morale boosters) and fundraisers that were held both in center and off site.

Rancho Cordova, Ca

• Selected, trained, and scheduled volunteer workers. • Inventoried and ordered supplies, operated the cash register, counted cash, and made deposits,• Created new drinks and selected new products based on customer preferences and requests.

Rancho Cordova,Ca

• Assisted customers with purchases and returns. • Assisted with inventory intake and placement on the sales floor.

Diploma, Medical Billing And Coding

Activities and Societies: Alpha Beta Kappa

Diploma, General Studies