Highmark: Installation Design Coordinator, MN Client Installation​July 2015 - present• Prepare, review, and verify client set-up and maintenance functions in multiple systems.• Assure that all information is accurate and complete so that downstream systems issue accurately and correctly.• Review and completes coding of all mainline benefit transactions.• Analyze and communicate benefit design options to sales, operations, and other areas for new clients, benefit changes requests or product interactions. Strong organization skills and attention to detail.

Highmark Health Services: Claims Quality Audit Coordinator​Pittsburgh, PA​January 2014 – July 2015• Accuracy and completeness of service responses to member and provider inquiries.• Accuracy of enrollment processes and procedures for member applications and group benefit change forms.• Accuracy of claims adjudication process as stipulated by the group contracts.• Research, acquire and maintain current and reliable reference documentation required to conduct each audit review in order to support findings and satisfy potential audits by BCBSA, FEP, etc.• Issuing Blue Star MTM errors throughout the corporation.

Highmark Health Services: Senior Customer Service Rep​Pittsburgh, PA​September 2012 – January 2014• Resolve customer inquiries and issues using verbal and written communication in a timely, accurate, and professional manner.• Demonstrate an ability to perform in high pressure, fast-paced conditions while prioritizing and multitasking.• Supervise, educate, and coach new employees in customer service roles.• Work cross-functionally with senior management by escalating inquiries when appropriate. Clearly document the issue, customer concerns, and background of the inquiry to date.• Supervisor calls to manage members with concerns regarding unresolved or escalated issues.

Highmark Health Services: Senior Markets Member Services​Pittsburgh, PA​April 2011 – August 2012• Investigate and articulate customer claim and benefit coverage• Measure personal quality performance and document workflows to improve customer service processes.• Manage work queues of myself and other.• Mentor and train new employees.