Sandra K. Email & Phone Number

Research call back to make sure we have all necessary information and ensure that the call back hasn’t already been made/issue already been resolved with callerMake call backDocument call back in call log Internal EmailsRx Eligibility UpdatesMDCR ChecklistsInternal Call Back Requests from Client Liaisons/Account ManagersEscalated Call BacksDocuments to forward for scanningTransplant EmailsPHI Announcement Screen Updates Often contains several on one requestWeb Issuessending call referrals, contacting members/providers, reaching out to other departments to help resolve issues, pulling and reviewing multiple claims, etc.Various other requests from CSR’s and other departmentsSave email and attached documents to saved folder for tracking and recording purposesReview email and do research prior to respondingRespond to email following templateSave email and attached documents to saved folder for tracking and recording purposesAssisting CSR’s with process and navigation questionsEscalations transferred from CSR’s when callers are willing to speak with the escalations teamTransplant CallsRx Eligibility UpdatesWeb IssuesReturn calls from callers directly to agents phone line LyncAssist agents and other departments via lyncAdvise provider of determination of requestFax ScreeningFaxes receivedUse Precert Process tool to determine where to route faxIf unable to determine proper route, contact provider to clarify details to make determination as to where to route fax informationAHH Precert VoicemailCheck voicemail box daily, may receive email notification in MSHD box regarding voicemailIf service is covered & requires precert, forward voicemail to proper voicemail boxIf not covered:Contact provider if necessary to obtain further informationSend email to Tech Review Document member ID# with information regarding the voicemail and actions takenHandle special projects as requested by other departments

Phoenix, Arizona Area

• Explains member's rights and responsibilities in accordance withcontract.• Handle inbound Calls• providers regarding claims status for members and providers• Handles incoming requests for appeals and pre-authorizations• Handling of confidential materials• Assists in compiling claim data for customer audits.• Multitasking• Detail-oriented• multi-task to accomplish workload efficiently• Time management and problem solver• Handling incoming correspondence and internal referrals• Understand company policy and procedures• Provides benefits and eligibility, PPO participation• Became an SME assigned to assist with new trainee class• Making sure the training class understands the material• Setting up their schedule for shadowing with mentors when new hires were taking or listening to calls• Documenting their adherence, also their test scores• Reporting issues or concerns the new hires may have to leadership

Phoenix, Arizona Area

• Supporting Recruiting department• New Hire Orientations• Payroll • Expense reports• Handling of confidential materials• Maintaining and updating company files • Benefits• Ordering office supplies• Preparing reports• Running background reports on potential candidates • Assisting HR manager with varies reports/ special tasks• Multitasking• Detail-oriented• Handled Time cards• Time management and problem-solving• Data entry, basic bookkeeping• Provided exit interviews• Having to understand company policy and procedures

Greater Denver Area

2010- 2011 Sprint Englewood, CO National Sales Support • Assisting Sales agents setting up accounts• Troubleshoot account errors• Manage credit accounts• Customer Service• Handling of confidential materials• Assisting with sales and billing teams2011- 2011 Sprint Englewood, COEscalation Help Desk Team Support• Handled first level supervisor escalation calls• Training of credit department• Answer question for Sale Support team members• Had to handle multiple tasks at once took a call while answering up to 5 live chats from employee• Handled weekly reports for account management within the department• Assisted with new hire training• Floor support for teams when a Supervisor was out• Resolved adjustment errors submitted by employees in department2012- 2014 Sprint Englewood, COSupervisor• Database management• Time management- meeting deadlines were given• Multitasking• Manager Assistant• Payroll inquiring and issues. • Encourage employees to develop their skill sets• Maintain open lines of communication between managers and recruiters• Advise employees on job/performance issues• Coaching/Development each employee weekly• Handled Time cards• Provided callbacks• Handling multiple phone lines• Draft and created reports• Encourage employees to develop their skill sets• Created action plans • Gave weekly reports of team status• Did 4 live monitoring’s on each employee a month

Thornton, Co

2006-2008 Dish Network Thornton, CO Licensing and Compliance Specialist • Assist customers with technical troubleshooting• Set up new services for customers• Complete upgrades of services• Handling of confidential materials• Informant of billing statements• Updating Client information• Database management• Retention• Technical Support2008-2010 Dish Network Thornton, CO Team Lead• Handled first level supervisor escalation calls• Handled weekly reports for account management within the department• Floor support for teams when a Supervisor was out• Resolved adjustment errors submitted by employees in department• Trained new employees• Mentored employees when they first joined the floor.

Bachelor Of Arts (B.A.), Liberal Arts And Sciences/History And Art History

Activities and Societies: Magna cum laude

General Studies